Earl Wright Email & Phone Number

Durham, North Carolina, United States

Responsible for Product Manager enablement and training, technical community management and overall Product life-cycle management with SDLC engagement for Product organization. Responsible for Product’s rhythm of the business engagement with all functions of the company to ensure cross functional alignment for Product development.

Responsible for comprehensive oversight of technical support for Avalara’s global compliance suite. Ownership of and responsibility for global 24/7 support team operating across 5 countries, 6 time zones and multiple intake channels including phone, chat and portal based support.

Responsible for creating, staffing and growing Enterprise Support offering as part of Avalara’s expansion into the Enterprise space. Single ownership of the Enterprise support experience across domestic enterprise products.

Raleigh, North Carolina

Responsible for organizational design and performance of Avalara’s CertCapture customer operations. Responsible for comprehensive Excise support offering. Oversight and accountability for functional roles including Implementation, Support and Customer Experience Engineering.

Raleigh-Durham, North Carolina Area

Responsible for product management of SIP trunking product. Maintained revenue on existing legacy product while launching brand new Unified Communication services to compete in an ever growing SaaS ecosystem. Created seat based pricing as well as on demand portal for ordering seat based SIP/UC services to enable real time provisioning and sales

Responsible for all customer operations teams at Bandwidth. On boarding, Support, and Customer Service and all customer facing service teams operated under the umbrella of customer operations with a focus on throughput and great service. Rationalized sourcing and service strategy for Bandwith as well as the launch of the Republic Wireless customer.

Responsible for operational health and performance of Covad’s nationwide Next Generation network. Responsible for all maintenance, repair, operational growth and scaling. Sphere of responsibility includes Network Operations Center and all Production Engineering teams associated with comprehensive suite of broadband and VoIP products and nation’s only Line.

Responsible for providing Customer Operations Support in the areas of vendor management, software, systems,VoIP billing and new product validation and integration. Managed Customer Ops teams responsible for all outsourced VoIP vendor relationships, software and system requirements, new product testing, validation and flow integration and VoIP billing team..

Responsible for migrating customer support from acquired company in Pleasanton, CA to COVAD Center of Excellence in Herndon, VA. Established and grew Herndon VoIP support group from zero to a staff of 30 agents and two VoIP Team Leads. Transitioned all support work from West coast on a tight deadline and began providing service on targeted date. Managed a.