Define and drive operational excellence for the global Travel product family and Public Sector product support organizations. Contribute to the scope and management of short and long-term business plans. Drive transformation initiatives. Give direction regarding Support model, Supportability and Infrastructure for new products and major enhancements to be supported going forward.

Responsible for building a high-performing team, nurturing customer relationships and managing complete support of the SAP Concur Travel product family.

Responsible for the strategic planning, cross-functional coordination, employee engagement and overall results of multiple Support Center locations supporting Concur Spend and Concur Travel. Experience with multi-channel contact centers.

HDI is the leading events and services organization empowering the technical support and service management industry and its people. We started in the IT service and support industry more than 30 years ago, and are the standard for performance improvement at both the organizational and professional levels.We are wholly committed to the advancement of this community. Whether it be through our online platform, HDI Connect, best practice resources and content, career networking tools, vendor references, local chapter membership, or hosting in-person events and meet-ups, HDI is the industry’s leading connector and collaborator.

Customer-focused leader, responsible for developing a high-achieving team of Support Analysts ensuring that we provide an excellent experience for the company's growing customer base. Manage long-term operations of the global support centers to adhere to agreed-upon quality metrics. Collaborate with other executive leaders to analyze current practices and proactively improve upon "best practices". Provide oversight and direct management of customer escalations as necessary and act as the executive sponsor of critical customer issues. Provide input to Product Management and Development on issues, documentation needs, knowledge base articles and training needs. Monitor customer satisfaction ratings. Recruit and coach a team of directors and managers. Create and execute an Operating Plan for the Technical Support department. Transition acquired companies' support services to the HelpSystems Support team. Collaborate with CEO and General Managers to adjust support center business model to meet the company's changing business needs.

• Created software product migration plans, customer communication plans, and trained cross-functional teams on execution• Initiated product improvements to drive higher product quality • Adhered to support quality metrics and improved where necessary • Streamlined and reduced work and services being performed by team • Hired and trained employees in technical roles • Added Live Chat channel for Sales reducing response time for revenue-related inquiries • Standardized job titles and job descriptions across multiple business units, creating global unity • Selected and implemented video recording tool for self-service content creation

• Installed and configured cybersecurity and systems management software • Suggested product offerings and technology upgrades to customers • Assisted Sales and Marketing teams with presentations for prospects, customers and business partners • Performed QA testing for R&D team • Kept abreast of regulatory requirements to ensure software products were compliant • Created, edited, and updated technical documentation • Designed effective training courses and certification tests for employees, customers and business partners• Supervised a team of Technical Consultants

Held various roles in Customer Service, Account Management, Sales and Technical Support with increasing responsibilities for Bytware line of business.