Seth Hopkins Email & Phone Number

Chapel Hill, Nc, Us

Durham, North Carolina, United States

Raleigh-Durham-Chapel Hill Area

Manage relationships with top global partners. Consistently meet or exceed company goals including customer satisfaction and resolution time. Strengthened relationships with Engineering and Sales, drove product improvement and new sales initiatives. Led project improvements which include increasing certifications, improving documentation/customer self-service and automating processes. Onboarded new partner with seamless integration. Adapted to various challenges while still providing world class support to end customers, maintaining 9.7 (out of 10) CSAT and 90 NPS. Collaborate with Operations based functional areas including Reverse Logistics, Production, Quality, Document Control, and Finance. • Decreased case volume by 5%• Create documentation to reduce caseload/grow technical expertise of partners and end customer• Built out new services, including expanding partner capabilities and offerings. • Global partner support lead – Japan, APAC, Europe, Americas

Raleigh-Durham, North Carolina Area

Joined Nutanix pre IPO, one of center’s first managers, built a high-quality support team while growing the center 400%. Designed programs to enable growth and scale to meet demand. Developed strong relationships within Support, Sales and Engineering teams globally to facilitate a world class experience for customers. Managed a high performing team of engineers, many whom progressed to management and leadership roles. • Exceed metric goals in customer satisfaction (97%), time to resolve and initial response time.• Co-designed a skills-based case assignment process which reduced initial response time by 30%• Created internship program which led to permanent hiring of high performing engineers • Developed documentation and processes to resolve issues and improve processes• Partnered with regional Sales team to address customer incidents and present best practices to new and existing customers

Raleigh-Durham, North Carolina Area

Managed several high performing teams in multiple technology groups and supervised three offshore teams. Met or exceeded KPIs including customer satisfaction and resolution time and resolved customer escalations and inter-team conflicts. Built cross functional relationships among different technology teams and centers to reduce delays and improve customer satisfaction. Nurtured friendly, accountable relationships across groups and regions. Presented to customers on improving support experience and top issues. Excelled at effective, concise communication with executives, peers, customers and direct reports. • Track and drive improvement across KPIs (Key Performance Indicators)• Managed teams of 15+ support engineers• Conflict resolution and escalation management• Global technical group lead for business operations.• Supervised multiple outsourced teams, responsible for meeting KPIs, training and escalation management• Awarded TS Pinnacle Award twice, for reducing Supply Chain costs and improving customer experience and product quality.

Raleigh-Durham, North Carolina Area

• Supported sales team with pre and post-sales support to ensure readiness for new products and services.• Drove proactive engagements and a global partnership on process improvements.• Facilitated a project management approach and created standards for execution against strategic initiatives in discovering, assessing, and delivering new service opportunities and building customer loyalty.• Served as escalation leader for senior leadership with high-profile customer escalations, while supporting sales teams to enable success.

Raleigh-Durham, North Carolina Area

• Manage specific customer accounts to improve data, implement control procedures, evaluate customer practices, develop customer engagement model and educate customers on Cisco procedures. Resulting benefits include decreased logistical costs, decreased service sales renewal time, increased customer satisfaction and increased revenue.• Execute technical project researching hardware platforms and electronic discovery capabilities. This included development of a project plan, securing resources and equipment, technical knowledge of products and reporting the results to director level.• Design process utilizing DMAIC for customers and Cisco account teams to handle customer’s install base data. These procedures assisted with service renewal contracts and logistical support from Cisco and vendors.• Develop and nurture relationships with internal groups to promote and advance team objectives. Internal groups include sales, product teams, service relations, logistics and advanced services. • Develop and deliver process training for offices in Europe, Asia, Canada and Latin America. This involved travel to each site for one week of training followed up by 6 – 12 months of support with selected customers. • Technical Adviser for Customer Product Information Tool which is available to all customers and assists them with retrieving serial number and product identification information from Cisco products. This information is used when requesting technical support from Cisco.

Greater Chicago Area

• Work within Cisco and with outside vendors to negotiate the terms of the outsourcing contract and determine the specifics of responsibilities to be outsourced and to efficiently facilitate the transfer of those functions to an outside company while maintaining high standards.• Raise technical level of Cisco’s third-party field engineers, allowing them to work more efficiently and independently while decreasing down time for customers.• Responsible for shift schedules, developing group policies, training and vacation approval. • Coordinate with customers, managers and internal teams throughout the company to resolve conflicts, technical problems and address customer concerns.• Global Consistency Team Lead – Chaired monthly meetings, which addressed issues of procedures, consistency, new policies, scheduling, account management and process improvement between four international Cisco On Site Services (OSS) offices. • Established Cisco OSS presence in Chicago. This involved relocating to Chicago and recruiting, hiring and training new personnel, acquiring equipment and office space, and developing relationships with internal Cisco groups in Chicago office.

Greater St. Louis Area

• Tested, configured and installed hardware including Cisco routers at over1400 customer sites• Managed a group of interns who tested and staged routers for production.• Provided technical support to field engineers• Liaison to multiple vendors, including Cisco.• Conduct on-site training for customers.

Jefferson City, Mo

BDM developed FAMIS (Family Assistance Management Information Systems) for the State of Missouri. I was a field service engineer on the Hardware team. We configured and installed hardware equipment, including routers, hubs, PCs and printers, for every county office in the state. My responsibilities as lead onsite engineer included traveling to each county office to test and verify the equipment was properly installed and included all state requirements, train local personnel on using the equipment, train site technical leader on using and engaging support for telecommunications equipment and obtain final sign-off from site manager.

Jefferson City, Mo

I sold advertising for the Jefferson City New Tribune paper. I sold to a set account list as well as cold calling on new businesses to meet monthly quotas.

Bachelor'S Degree, Business Administration, Management And Operations

Master Of Business Administration (Mba), Business Administration And Management, General

Graduated Magna cum Laude

Training Class, Business Process Analysis

One week training course which taught modeling business processes as they are currently enacted, assess the quality of those business.

Aws Technical Essentials

High School Diploma

Activities and Societies: Basketball, cross country, track,