Jackie Craddock Email and Phone Number
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With over 20 years of experience in managing customer support teams, I am a customer success expert who thrives on developing the people, processes, and tools needed to deliver an exceptional customer experience. I have a proven track record of driving customer satisfaction, retention, and loyalty in the ever-evolving mobile telecoms industry.As the Customer Success Operations Manager at Keysight Technologies, I led a team of Customer Success Engineers and functional managers across several teams globally, handling customer issues and escalations, and collaborating with cross-functional teams such as Research & Development, Product Planning, and Order Fulfillment. I also implemented ongoing improvements and innovations to meet customer needs and expectations, and monitored and reported on key performance indicators. I am passionate about building successful teams, fostering a culture of collaboration, communication, and problem-solving, and empowering my team members to grow and excel in their roles.
Ametek Programmable Power
View- Website:
- programmablepower.com
- Employees:
- 72
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Senior Manager, Customer CareAmetek Programmable Power Dec 2023 - PresentSan Diego, California, United States
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Customer Support Operations ManagerKeysight Technologies Aug 2016 - Jul 2023Greater San Diego AreaAcquisition of Anite Telecoms by Keysight Technologies- Responsibility for customer support operations for the network emulation product line in the Americas region. - Leadership of a team of Customer Success Engineers and functional management of Application Engineers across several other teams globally.- Cross functional co-ordination with teams such as Research & Development, Product Planning and Order Fulfillment to drive customer issues to resolution.- Management of customer relationships and handling of escalations- Ongoing improvement and development of processes and tools to meet customer needs -
Customer Support DirectorAnite Telecoms Jan 2009 - Aug 2016San Diego, California, United StatesLed and directed customer support staff and regional operations in the US, Canada, Mexico, and Brazil- Built and managed a strong team of engineers with excellent collaboration, high motivation, and low staff turnover, despite geographical distribution of staff across the region.- Recruited, trained, and mentored new team members and defined training needs for the existing team as new products and technologies emerged.- Worked closely with key customer accounts, building relationships to understand market needs and be a trusted advisor to R&D, planning and sales to drive product development initiatives and uncover upselling opportunities.- Analyzed all existing processes based on the needs of customers in the Americas region, leading to significant process improvements and driving operational excellence and business value.- Conducted customer surveys to provide statistics on success of initiatives and saw measurable increases in customer satisfaction – the overall number very satisfied increased from 72% to 91% in a 2- year period. -
Americas Customer Support ManagerAnite Telecoms Jul 2005 - Jan 2009San Diego, California, United StatesTransfer from the UK to the US to establish Anite's San Diego office and build and manage the Americas region customer support team.- Launched customer support operations in the US, working closely with the sales team to deliver pre- and post-sales support to a rapidly growing customer base.- Designed a well-defined escalation process and ensured it was followed to flag high priority or stalled issues, using initial examples to fuel further process transformation.- Created standard operating procedures (SOPs) for on-site commissioning and acceptance test procedures for new deliveries allowing for faster revenue recognition and customer onboarding.
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Helpdesk ManagerAnite Telecoms Aug 2000 - Jul 2005Fleet, England, United KingdomStarting with a team of 3 engineers and an Excel spreadsheet for tracking issues, I re-worked our processes as the team grew to 25 engineers in 8 different countries. This included implementation of an issue tracking database and building of Anite's first customer support website.
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Sales Support Team LeaderSolinet Feb 1998 - Apr 2000Stuttgart, Baden-Württemberg, GermanyWorking for a small software company was a great way to quickly get a lot of experience in many different areas. My key role was building a team to handle customer support and work closely with the partner company providing the hardware platform. It also meant I was speaking German on a daily basis.
Jackie Craddock Skills
Jackie Craddock Education Details
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International Business With German
Frequently Asked Questions about Jackie Craddock
What company does Jackie Craddock work for?
Jackie Craddock works for Ametek Programmable Power
What is Jackie Craddock's role at the current company?
Jackie Craddock's current role is Customer Support Management | Project Management | Building successful teams.
What is Jackie Craddock's email address?
Jackie Craddock's email address is ja****@****ght.com
What is Jackie Craddock's direct phone number?
Jackie Craddock's direct phone number is (858)-587*****
What schools did Jackie Craddock attend?
Jackie Craddock attended University Of Plymouth.
What skills is Jackie Craddock known for?
Jackie Craddock has skills like Telecommunications, Leadership, Wireless, Mobile Devices, Program Management, 3g, Integration, Umts, Management, Lte, Gsm, Mobile Communications.
Who are Jackie Craddock's colleagues?
Jackie Craddock's colleagues are Gerardo Abiel Animas Moreno, Alexa Mayen Castillo, Jose G. Torres, Andre Benson, Miriam Sher, Donna Brewer, Larry Shemetulskis.
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Jacqueline Craddock
Author, Writer, Preacher, Teacher, Medical Billing And Coding/Customer Service Support Representative At LabcorpGreensboro, Nc3solstas.com, labcorp.com, labcorp.com1 +133634XXXXX
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