Jeffrey Mcbride Email & Phone Number

Sunnyvale, California, Us

Sunnyvale, 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.

Milpitas, 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

Sunnyvale, 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.

Sunnyvale, 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.

Sunnyvale, 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.

• 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.

New 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.

• Developed online customer management database to profile purchase history and expose purchasing trends.

Us

• Established key relations with editors and analysts and utilized press releases to obtain favorable press coverage in top tier publications.

Randolph Afb, Tx, Us

In Theater during Desert Shield and Desert Storm (January 1991 – June 1991)