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. Providing first and second level support for all Sciforma products.• 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.• Provided cross training on all products, allowing for less resources to support more customers, and expanding coverage to 24x7x365.

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, technology, process and certification programs for support. The team was a centralized location for all escalated issues and worked with various departments to remove barriers, facilitate communication, and resolve the issue for the customer. • 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• Work closely with regional support leaders to establish a knowledge first mentality, providing our customers with a robust source of articles to resolve their technical issues• Create support team members training and certification programs, aligned with the strategy of Customer Support globally.

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 implementing support processes across all regions. • 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 assisted in the successful deployment of Lotus products on a worldwide basis.• 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.• Worked with development on the triage and release assignment of software fixes and enhancements.

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 administered a departmental budget in excess of two million dollars.• 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 & Bradstreet Corporate to work on a five member team to evaluate and plan the consolidation of fifty-five Help Desks worldwide.• 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.• Produced monthly statistics on call volume, resolution rates and escalation.