John Digregorio Email & Phone Number

San Diego, California, United States

Paris, France

• Responsible for building a global support organization with resources in the US, UK, Germany, France, India, and Australia, delivering 24x7x365 support to over one thousand customer and fifty thousand users worldwide..
• Consolidated five regionalized support organizations into one global team.
• Standardized and implemented processes to provide our customers with a consistent experience across all products and regions.
• Through acquisition I consolidated three separate support tools into a single instance of Zendesk, which provided a single view of our customers and consistent KPI’s across the business.
• Worked with Development to define and implement an escalation process that was focused on reducing backlog of open defects, while improving customer satisfaction and retention.
• Met with Sales on a weekly basis to review at risk customers and develop programs to help reduce churn.

• Responsible for leading a team of sixty-five Technical Support Analysts and Customer Success Managers focused on enhancing the overall customer experience on a global basis, by evaluating and implementing new tools.
• Follow emerging trends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities
• Oversee the selection and deployment of technology that improves the customer experience, facilitates efficient operations, and reduces cost of service
• Evaluate existing systems, workflows, processes to improve overall support efficiency
• Manage Global Support vendors and incident management tools / partner(s)
• Work closely with other areas of the business to understand and address customer-impacting issues and facilitate resolution across various departments

• Responsible for leading twenty-five person support team, providing 24/7 global support across BluJay Solutions parcel shipping, trade compliance, and customs brokerage applications. Also responsible for defining and.
• Defined and implemented global KPI's and the underlying reporting structure to run the business more efficiently.
• Managed and coordinated action plans for daily operations; established work priorities; and ensured customer requests were handled effectively while meeting productivity, quality and cost management goals.
• Acted as a primary escalation between Customer Service and Engineering for product defects and enhancements.
• Worked with BluJays’s Professional Services Group to execute technical specification for new installations.
• Mentored managers across the globe, ensuring we had consistent process, measurements, and are providing world class support to our customers

• Responsible for managing a 24/7 support team across Kewill's parcel shipping, trade compliance, and customs brokerage applications, as well as support operations.
• Managed a global team charged with the implementation of SalesForce ServiceCloud as a global CRM tool for all Kewill regions across the globe.
• Served as the primary escalation point between UPS, DHL, and FedEx for all product and carrier related issues.
• Facilitated monthly roundtable meetings with our channel partners to ensure their voice was heard within Kewill.
• Conducted regular surveys of customer base to gauge satisfaction with support and overall satisfaction with products and services provided by Kewill.

• Responsible for managing 1st and 2nd level Technical Support team for Kewill's Parcel and Logistics applications.
• Implemented handoff process between Support and Professional Services, which resulted in a more stable solution for our customers.
• Designed and implemented web based support portal for electronic fulfillment of software patches and releases, reducing delivery costs by 200K a year.
• Planned, implemented and maintained RightNow Technologies problem management and knowledgebase system, which reduced incoming call volume by 50% in the first year.
• Created Subject Matter Expert (SME) program to leverage existing knowledge across the organization.

• Assisted startup technology companies to define, plan and implement their service infrastructure. Analyzed industry specific requirements and formulated competitive service offerings.
• Worked with Engineering and Marketing teams to identify and document service requirements for new products.
• Defined service programs, support agreements, pricing models, warranty terms, and RMA processes.
• Established time lines for support as they relate to first sales activity, product evaluation and general availability.
• Developed staffing model based upon expected earnings and existing budgetary constraints.
• Cultivated relationships with third party companies to maximize field service and logistic capabilities.

• Responsible for the startup of a fourteen-person Technical Support and Field Service organization, providing support for Network Engine server hardware running Windows NT, Windows 2000, and Linux.
• Planned and administered a departmental budget in excess of three million dollars.
• Evaluated and implemented web based support tools for call tracking, knowledgebase and chat.
• Managed and coordinated action plans for daily operations; established work priorities; and ensured customer requests were handled effectively while meeting productivity, quality and cost management goals.
• Partnered with third party companies to maximize field service and logistic capabilities, resulting in increased coverage and a $250,000 reduction in expenditures.
• Refined the RMA process to include second level diagnostics prior to approval, resulting in a 26% reduction in returned equipment over a six-month period.

• Responsible for managing the strategic relationship between Lotus Development Corporation and Andersen Consulting worldwide, providing the client with proactive information relevant to their business needs. Planned and.
• Managed overall customer satisfaction as it relates to the quality of service for deployed products, encompassing over 55,000 client licenses worldwide.
• Assisted account team with business development and contract renewals, in excess of $350,000 annually.
• Coordinated and supervised emergency onsite visits by Lotus field service team for severity 1 issues.
• Facilitated the resolution of support related issues with the customer, account team and support.
• Interfaced with Marketing and Engineering to provide permanent solutions to recurring issues.

• Responsible for managing a seven-person Customer Care organization, providing 24x7 support for mission critical law enforcement software applications, hardware and wireless network infrastructure. Planned and.
• Presented process and policy changes to operating committee on a monthly basis.
• Directed cross-functional Marketing, Engineering, Manufacturing and Sales team to increase customer satisfaction by targeting and correcting legacy account issues.
• Implemented a web based enterprise wide customer management system, allowing Sales to proactively monitor customer inquiries, resulting in increased sales opportunities.
• Evaluated and implemented an ACD (Automatic Call Distributor) system, resulting in 20% fewer abandoned calls and a 30 second reduction in the average speed of answer.
• Managed with Engineering the beta and release of new software and patches.

• Managed and motivated a team of twelve Help Desk associates supporting 2,500 customers worldwide. Administered a departmental budget in excess of one million dollars. Based on performance was assigned by Dun &.
• Reduced abandoned rate from 18% to 3 % utilizing existing resources.
• Represented Support as a member of the Change Advisory Board (CAB).
• Scheduled staffing of associates to ensure 24 x 7 coverage for customer base.
• Created training and career development plans for assigned personnel.
• Conducted performance appraisals and annual salary reviews.