Jeffrey Mcbride's Location
Campbell, California, United States, United States
Jeffrey Mcbride's Contact Details
Jeffrey Mcbride work email
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Jeffrey Mcbride personal email
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Jeffrey Mcbride phone numbers
About Jeffrey Mcbride
Dynamic, results-oriented, customer experience leader with over 20 years of experience working with hardware, SaaS and consumer component companies, creating professional relationships, resolving customer problems and addressing complex issues with a systematic approach.
Jeffrey Mcbride Work Experience Details
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Director Customer SupportMlslistings Inc. Sep 2021 - PresentSunnyvale, California, Us -
Customer Experience ManagerMlslistings Inc. Aug 2016 - PresentSunnyvale, California, Us• Created strategy and managed from inception to launch Salesforce Professional Support Community 450K page views since 2023.• Own A to Z operations of internal and external customer experience working closely to engage product and engineering teams while using 100% customer feedback to build a stronger product. • Chair NorCal Alliance Bi-monthly meeting to address issues and find solutions with CS Directors and Managers (Bay East Association, Metrolist, BAREIS, and SFAR).• Managed major transition from Mitel phone system to Vonage Contact Center integrated to Salesforce with zero impact to phone queue 8,684 accepted calls since 4/7/2021. • Created and managed Voice of the Customer program strategy to prevent churn and promote customer success.• Created and launched customer experience transactional surveys to gain market and subscribers insight, including a deep knowledge of Net Promoter Scores. • Manage all escalations and relationships with high producing subscribers while providing Root Cause Analysis. • Recruit, hire, train and develop a team of world class customer support agents in 3 tier boutique support center.• Publish/present all monthly KPI metric slides while providing customer feedback and intelligence to the Board of Directors.
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Customer Experience ManagerCorsair Jul 2015 - Aug 2016Milpitas, California, Us•Provide World Class Customer and Technical support via customer portal, phone, email, chat, forums and social media.•Manage team of 20 Customer & Technical support agents•Manage all escalations from Senior Management •Create Customer Satisfaction survey strategy to include Net Promoter Score -
Customer Care ManagerGood Powered By Blackberry Jan 2010 - Jan 2015Sunnyvale, Ca, Us• Acted as central knowledge expert and final escalation point for customer care team, sales and order management teams.• Trained and managed offshore world class customer care team of seven and earned a 91.47% CSAT for 2014.• Partnered and collaborated with internal teams (engineering, technical support, sales, network operations, legal) to provide complete solutions to customer issues.• Managed relationships in a Technical Account Manager (TAM) role from a named list of “at risk” accounts and experienced zero churn. • Managed client escalation issues and facilitated meetings between client, engineering, and sales to resolve long-term outstanding support issues. • Streamlined customer facing major outage communication process, collaborating with marketing, legal, and engineering and network operations on urgent outage messaging. • Created and administered transactional and Managed NPS surveys with one direct report for internal and external customers by making sure that all negative feedbacks were followed up by personal phone calls with a clear action plan to rectify any issues.• Maintained teams knowledge center support (KCS) content to make sure that only relevant items were customer facing and promoting customer to self-service.• Created and facilitated revenue rescue programs that identified over $100K per month in lost renewal revenue and provided leads to sales team. -
Customer Account ManagerGood Powered By Blackberry Aug 2006 - Jan 2010Sunnyvale, Ca, Us• Managed customer care relationship from a named account list.• Monitored and prepared weekly reporting for top 100 accounts • Collected from open invoices on named account list. • Provided reporting for top tier renewals.• Managed and assisted in launching online license purchasing tool.
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Senior Customer Care Rep.Juniper Networks Jul 2004 - Jul 2006Sunnyvale, Ca, Us• Managed licensing issues for all Juniper Networks products.• Managed contract creation for SSL product lines in NA, EMEA and APAC theaters.• Responsible for creation of all license procedural documentation.• Key player in Customer Care product launches.• Main escalation point for outsourcing group and internal customer care team.• Provide accurate and timely resolutions to open customer care cases. • Manage SSL migration promotion program. -
Customer Care RepresentativeNetscreen Technologies, Inc. Aug 2003 - Jul 2004• Provided accurate and timely inbound/outbound support for global customers through email communication and phone queue support.• Conducted deep customer research through JDE for registration and support purposes while precisely documenting all customer interaction for tracking purposes. • Transitioned newly acquired Neoteris customer care registration procedures.
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Account ExecutivePorter Novelli Sep 2002 - Mar 2003New York, Ny, Us• Established review program for top hardware manufacturers and built day-to-day working relationships with editors of top tier publications. Managed distribution and tracking of $100K in review hardware. -
Program ManagerSomerset Auctions Sep 2001 - Sep 2002• Developed online customer management database to profile purchase history and expose purchasing trends. -
ExecutiveE21 Aug 2000 - Aug 2001Us• Established key relations with editors and analysts and utilized press releases to obtain favorable press coverage in top tier publications. -
Senior AirmanUnited States Air Force Dec 1989 - Sep 1993Randolph Afb, Tx, UsIn Theater during Desert Shield and Desert Storm (January 1991 – June 1991)
Jeffrey Mcbride Skills
Salesforce.com
Mobile Devices
Saas
Cloud Computing
Management
Telecommunications
Strategic Partnerships
Sales
Enterprise Software
Product Management
Solution Selling
Wireless
Crm
Account Management
Go To Market Strategy
Call Centers
Customer Relationship Management
Jeffrey Mcbride Education Details
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San José State UniversityMinor In Business
Frequently Asked Questions about Jeffrey Mcbride
What company does Jeffrey Mcbride work for?
Jeffrey Mcbride works for Mlslistings Inc.
What is Jeffrey Mcbride's role at the current company?
Jeffrey Mcbride's current role is Director Customer Support.
What is Jeffrey Mcbride's email address?
Jeffrey Mcbride's email address is jm****@****ood.com
What is Jeffrey Mcbride's direct phone number?
Jeffrey Mcbride's direct phone number is +151065*****
What schools did Jeffrey Mcbride attend?
Jeffrey Mcbride attended San José State University.
What skills is Jeffrey Mcbride known for?
Jeffrey Mcbride has skills like Salesforce.com, Mobile Devices, Saas, Cloud Computing, Management, Telecommunications, Strategic Partnerships, Sales, Enterprise Software, Product Management, Solution Selling, Wireless.
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