Eric Boyd Email & Phone Number

Seattle, Washington, United States

● Led initiatives to enhance collaboration between sales, supply chain,and porting teams, resulting in a 30% reduction in service provisioningtime for existing clients; ensured adherence to HIPAA and PCIregulations.● Spearheaded a service enhancement project that minimized expediterequests by 60% through streamlined operations, surpassing SLArequirements and boosting customer satisfaction by 25%.● Pioneered the development and execution of detailed procedures thateradicated accidental number disconnections, a primary driver ofexecutive escalations; achieved a remarkable 50% decrease inincidents, enhancing service reliability and customer loyalty.● Took the lead during COVID outages when many customers weretransitioning to a work-from-home model on a crash basis - carefuloptimizations during this process reduced downtime by 90% or more.● Collaborated with software development team and business analysisunits as different generations and versions of process automationsoftware were implemented. Over time this produced a 40% reductionin time to process individual orders.● Coached new members of the sales team, focusing on productknowledge and selecting the correct solutions; contributed to a 15%improvement in customer satisfaction

Seattle, Washington, United States

● Resolved intricate VoIP phone system challenges using advancedknowledge of IP networking and OSI model; streamlinedtroubleshooting processes, resulting in a 30% increase in customersatisfaction ratings.● Demonstrated strong technical skills and a deep understanding of VoIPtechnology to address customer inquiries and concerns while meetingcall length metrics more than 90% of the time, well in excess of SLA.● Received positive feedback from customers for prompt and effectiveissue resolution.

Renton, Washington, United States

Revamped the company's knowledge base by restructuring contentlayout and in-depth rewrites of articles; decreased average resolutiontime for customer inquiries by 25%, resulting in a 15% increase incustomer satisfaction.● Resolved email-related issues requiring advanced troubleshooting andsupport with a success rate over 90%.● Accelerated service delivery by 40% through strategic processoptimization and resource allocation, enhancing customer satisfactionscores by 15%.