Jeffrey Hilger Cx-Pro's Location
Atlanta, Georgia, United States, United States
Jeffrey Hilger Cx-Pro's Contact Details
Jeffrey Hilger Cx-Pro work email
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Jeffrey Hilger Cx-Pro personal email
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Jeffrey Hilger Cx-Pro phone numbers
About Jeffrey Hilger Cx-Pro
Dedicated customer experience professional with the innate ability to build relationships that last. Driven by a strong commitment to create positive environments for building customer relationships. A proven leader who excels at understanding the needs of the customer and business and producing results that move the business and the relationship forward.. Utilizing metrics like NPS and CSAT to measure success and guide the business to continuously improve.I can be contacted at hilgerjw@gmail.comSPECIALTIES:• Customer Experience• Project Management• Customer Success Management• Customer and Technical Support Management• Remote Collaboration• Team building and motivation• IT Management• Budget planning• Staff development and trainingTECHNOLOGIES:• Microsoft Office 365 (Word, Excel, PowerPoint) • G-Suite• OneDrive• Slack/Zoom/Teams• Salesforce
Jeffrey Hilger Cx-Pro's Current Company Details
Jeffrey Hilger Cx-Pro Work Experience Details
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RetiredHomeAtlanta, Ga, Us
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Customer Success ManagerConcora Aug 2021 - PresentAtlanta Metropolitan AreaWork with existing customers to create positive outcomes from the investment they have made in the product.Onboard new customers in the company's Digital Experience PlatformCreate metrics on performance of the site on a monthly basis and report findings to the customer with recommendations on how to improve the overall numbersFocus on the overall experience of working with Concora and continually create positive journeys for all customers and the users they target.
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Director Of Customer ExperiencePbcx Sales, Marketing, Management, Consulting & Coaching / Mentoring Oct 2020 - Oct 2021Atlanta Metropolitan Area- Create relationships with customers which will lead to positive experiences and outcomes - Create Marketing materials and article for website, LinkedIn and Facebook to promote offerings- Perform sales function for customer selling their products to fill gap from a resignation - Attend virtual and in-person networking events to represent the company - Coordinate social media marketing campaigns - Sales Leader working with PBCX Teams - Coaching and Mentoring -
Owner/ConsultantJeff Hilger, Llc Jul 2020 - Oct 2021Atlanta, Georgia, United StatesSingle person company performing contract work, assisting companies with IT, Sales and CX projects in the Atlanta area.
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Customer Success ManagerConcora Mar 2020 - Jul 2020Atlanta Metropolitan AreaWork with customers on how to best utilize the Sass solution; Discuss issues and upcoming programs and develop a plan for moving forward.Assist in the sales process with new prospects to create value propositions and proposals to help close the sale.Meet regularly with the customer base to understand needs and build a basis of trust that is required before advising them optimization.Work with the CEO and VP of Sales to support all existing and new customers through training and Implementation.Serve as the point of contact for all customers to resolve any technical or user issues as well as provide analytics on a regular basisUtilize these analytics to help guide the customer to improve market share and revenue.
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Senior Program ManagerConcora Feb 2019 - Mar 2020Greater Atlanta AreaWhile still handling IT and Compliance, Working with he CEO to improve the overall operational effectiveness of the firm.Leading internal enterprise projects.Assist with Customer implementations and customer successTracks strategic programs and processes for compliance and efficiencyWork closely with the Executive team on goals and objectives and work with staff to insure that these goals and objectives are met.
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Sr. It ManagerSmartbim Technologies Jul 2018 - Feb 2019Norcross, GaSuccessfully led the project to pass SOC 2 Type 1 certification for the company in only 3 months with the draft report due in December.Responsible for all IT functions including managing budget with a focus on reducing IT spend.Created and implemented a security and compliance program which included a new IT Security Policy, Risk policy, Risk Analysis, Compliance Policy and Document retention policy.Responsible for all policy, process and document reviews for Security compliance with agreed review cycles.
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Director Of Business Development And Implementation – Us (Independent Contractor)Print Operations Group (Pog Consulting) Aug 2017 - Jul 2018Greater Atlanta AreaDeveloping sales strategies to target different companies and industries to sell print optimization services.Prospect and meet with potential new customers and former customers to create excitement and demonstrate the value of the services for the organization.Utilize both phone calls and email campaigns to generate interest in the services.
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Sr. Manager Systems OptimizationCdm Smith Apr 2014 - Apr 2017Atlanta, GeorgiaLed the deployment of Concur Expense, replacing a manual spreadsheet-based system with this SaaS software. Coordinated project tasks across IT, HR, Finance, and business units to meet deadlines and company objectives. New processes resulted in a 150% increase in reports processed weekly and a 25% reduction in processing time. Worked with Use of social media (Yammer) as a mechanism for feedback allowed changes to process in near real time improving the overall customer experience.Led the internal and external teams in the evaluation and implementation to replace print devices in the 90 US locations, optimizing the process and reducing the number of overall printing devices by 60%. Created and implemented interactive training for the deployment of Skype in the enterprise. Distributed information on the product and best practices to staff through various media. Utilized the product as the vehicle for delivering the training sessions to over 50 officesDeveloped and implemented new internal Quality Assurance processes to improve effectiveness of the solutions provided to the firm by the IT department resulting in 30% fewer helpdesk calls.Improved the first call resolution rate on Help Desk calls by 50% reducing customer downtime. Improved the metrics on the performance of the support staff thus improving the overall customer experience 30% in the first year.Led and mentored a team of 23 staff with dotted line reports for an additional 30 operations and support staff on five continents. -
Manager, Desktop Support - AmericasCdm Smith Jan 2012 - Apr 2014Cambridge, Ma, Atlanta, GaLed a team of 14 geographically diverse desktop support staff responsible for the customer service and support for over 90 offices in the US. Led a continuous improvement project for support involving end user feedback. This led to the improvements in first call resolution as well as the development of metrics by which support was measured.Responsible forthe team that implemented ServiceNow for incident tracking including the self-service module. Before implementation, there was no formal system to track support performance. This improved the overall effectiveness of Support by at least 25% in the first year.Performed annual performance appraisals on 14 staff, including goal creation, measuring against goals from the previous year and mentoring staff for career growth.Worked with staff to create career plans for personal and professional growth. Personally mentored several staff who were promoted to higher level positions.
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Director Of Information Security And Global SupportCdm Smith May 2008 - Jan 2012Cambridge, MaDeveloped the first IT security group within the company, focusing on securing data on all systems to comply with privacy laws. Worked with Forrester Research and management on security best practices to create formal strategy and policy. Worked with an external vendor to create and deliver privacy awareness training to comply with state law.Implemented global security policies, protocols, and protections to comply with state and national privacy laws. Reviewed firewall exceptions and rules.Supervised the deployment of full endpoint encryption, antivirus and antispam on all computers in the US. Worked with Exchange team to secure email and improve SPAM blocking.Led the implementation of infrastructure (Dell server, Cisco network, Avaya phones, Dell desktops) upgrades in Poland, Dubai, Jordan, Egypt, Vietnam, and Singapore. Planned all equipment purchases, manpower requirements, budget and travel to coordinate with vendor schedules in-country to provide a seamless transition with minimal disruption to business activities.
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Advanced Technology Specialist/Director Of Advanced TechnologyCdm Smith May 1998 - May 2008Cambridge, MaInvestigated, tested, and implemented new technologies in response to the needs of the business This included enterprise and consumer products.Evaluated and installed video conferencing equipment in key office locations. Worked with external vendor to create both custom rooms and out of the box solutions based on customer requirements. Created training materials as well as reference cards for each room. Tested the functionality of Enterprise software against business requirements including Microsoft Office, Microsoft operating systems, McAfee security software, and Microsoft Exchange integration for smart phones.Developed and implemented a firm wide cell phone program (1000+ Windows, Apple and Android devices); the consolidation reduced administrative expense, pooled resources, improved user experience and accountability to management. Led the IT portion of the Y2K program working directly with the company president. This included working with outside vendors and providing regional training. (First enterprise management project)
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Desktop Support AnalystCdm Smith May 1993 - May 1998Orlando, FlMaintained desktop computers for 12 offices in Florida.Administered DEC servers in Orlando, Ft. Lauderdale and Tampa. Maintained user accounts and files.Assisted in the initial networking of desktop computers. This included updating the Windows software as well as installing and configuring the network client.Assisted in the upgrade of desktops from Windows 3.1 to Windows 95 and installing a desktop email client for the first time (Oracle Office)Served as a Lead for the East coast providing support to Virginia and New Jersey and overseeing one junior support staff including interviewing for his replacement.
Jeffrey Hilger Cx-Pro Skills
Leadership
Customer Experience
It Strategy
Solution Selling
Team Building
Information Technology
Personal Development
Salesforce.com
Customer Success
Agile Project Management
Sales
Operating Systems
Office 365
Software As A Service
Customer Satisfaction
Customer Experience Design
Communication
Computer Security
Active Listening
Vendor Management
Google Apps
Team Leadership
Customer Service Management
Negotiation
Technical Project Leadership
Strategy
Operations Management
Customer Onboarding
Program Management
It Operations
Cross Functional Team Leadership
Customer Service
Customer Journey Mapping
Project Planning
Business Process Improvement
Interpersonal Skills
Strategic Thinking
Business Strategy
Management
Customer Journeys
Project Management
Client Rapport
Security
Service Delivery
Software Project Management
Integration
It Management
It Service Management
Jeffrey Hilger Cx-Pro Education Details
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Bachelor'S Degree
Frequently Asked Questions about Jeffrey Hilger Cx-Pro
What company does Jeffrey Hilger Cx-Pro work for?
Jeffrey Hilger Cx-Pro works for Home
What is Jeffrey Hilger Cx-Pro's role at the current company?
Jeffrey Hilger Cx-Pro's current role is Retired.
What is Jeffrey Hilger Cx-Pro's email address?
Jeffrey Hilger Cx-Pro's email address is je****@****bim.com
What is Jeffrey Hilger Cx-Pro's direct phone number?
Jeffrey Hilger Cx-Pro's direct phone number is +125653*****
What schools did Jeffrey Hilger Cx-Pro attend?
Jeffrey Hilger Cx-Pro attended University Of Phoenix, University Of Central Florida.
What skills is Jeffrey Hilger Cx-Pro known for?
Jeffrey Hilger Cx-Pro has skills like Leadership, Customer Experience, It Strategy, Solution Selling, Team Building, Information Technology, Personal Development, Salesforce.com, Customer Success, Agile Project Management, Sales, Operating Systems.
Who are Jeffrey Hilger Cx-Pro's colleagues?
Jeffrey Hilger Cx-Pro's colleagues are Engineering Testing, Jim Austin, Taylor Wright, Joe Clark-Kaziow, Tracy Spaight, Junaid I, Praveena Jangam.
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