- Developed customer escalation process to manage escalations effectively and timely- Rebuilt support team, implementing new tools and process- Cross-functional alignment with operations and product teams to improve first time install success rate and revisit turnaround time- Developed reporting and analysis with weekly scorecard and issue trends

- Expanding global footprint to provide 24/5 support across calls, chats and tickets in 4 languages.- Built out the Knowledge and Training Team responsible for knowledge content, new product readiness, quality assurance and training of the support team- Responsible for the global L1 KPIs and growth strategy

Aircall is the phone system for modern business. An entirely cloud-based voice platform that integrates seamlessly with popular productivity and helpdesk tools that workplaces are already using, Aircall was built to make phone support as easy to manage as any other business workflow—accessible, transparent, and collaborative. Aircall believes that voice is the most powerful way to communicate with customers, prospects, candidates, and colleagues, and it is designed to take the headache out of what should be a delightful moment of human connection. Aircall was founded in 2014 and has raised over $100 million. Based in New York and Paris, the company has over 300 employees.

- Monitor and report on Service Level exceptions- Management of ITIL Service Management process including Incident, Problem, Change and Release- Responsible for coordination of client facing meetings and service reviews- Produce and deliver client monthly service reviews- Assist SSAE16 auditors to provide all requests for information- Act as project manager for new clients during implementation phase

Datto is the leading provider of comprehensive data backup, recovery and business continuity solutions with over five million customers and 8,000 partners worldwide. With its Total Data Protection Platform business data is protected everywhere it resides, whether on premise, in virtualized environments, in the cloud, and software-as-a-service (SaaS) applications including Salesforce, Google Apps, and more. Datto stores over 180 petabytes of cloud data worldwide for businesses ranging from Fortune 500 enterprises to small businesses.* Manage a team of 12 supervisors who are responsible for their teams of Tier 1 and 2 tech support experts* Coach, mentor, and develop a team of new supervisors to ensure they have the skills and support needed to provide effective management for the technical support team* Manage a high-performing technical support team instilling a customer service culture that drives a high level of both employee and customer satisfaction* Establish and monitor KPIs for the team* Coordinate scheduling of multiple teams for 24/7/365 coverage* Forecast staffing needs for essential levels of coverage in order to maintain service levels* Daily management of all technical support calls and handle any escalated customer calls and provide a satisfactory resolution* Drive problem investigations and resolution as required interfacing with appropriate technical resources* Identify trends and develop strategies to support these trends to improve efficiency and provide an exceptional level of customer support* Proactively identify and implement opportunities to improve the customer experience

• Manage a team of 20+ Tier I/II technical support agents for Mobile Computing product line• Manage NALA Incident Manager and oversee the process• Developed Technical Lead positions to encourage, mentor and increase Tier I product knowledge and technical skills• Business lead for a customer portal and knowledge base for North America and Latin America, which automated several processes and eliminated work that had been done manually.• Core team member for project to improve support process by reducing case cycle time and backlog age• Provide global support for new product launch

• Manage a team of 20+ Tier I/II technical support agents for Mobile Computing product line• Manage NALA Incident Manager and oversee the process• Developed Technical Lead positions to encourage, mentor and increase Tier I product knowledge and technical skills• Business lead for a customer portal and knowledge base for North America and Latin America, which automated several processes and eliminated work that had been done manually.• Core team member for project to improve support process by reducing case cycle time and backlog age• Provide global support for new product launch

• Managed a team of 20+ Tier I/ II technical support agents for Mobile Computing product line• Tracked and reviewed team metrics and ensure team goals are met or exceeded - Team goals determined by historical data and compared to benchmarking - Data delivered to senior management during quarterly ops review• Handled customer escalation issues for Mobile Computing devices• Developed and maintained processes to be followed by support agents• Business subject matter expert for transition of supply chain management tool• Business lead for integration of three separate acquisitions by Motorola Solutions• Hired and developed Tier II software application team for recent acquisition