John Arena Email & Phone Number

Irvine, California, US

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• Provide strategic support services to small and medium sized businesses to increase customer retention, improve ROI and drive increased sales
• Develop and improve customer success and support processes to build a culture of success.
• Help clients scale their investment in issue tracking and CRM systems, including Salesforce and Zendesk, by promoting smart analytics and KPI’s designed to improve Net Promoter Score and reduce escalations

Responsible for customer service, support and retention of clients, from SMB to Fortune 100 firms, by leading a global 24/7 support team which has consistently earned 4.5 stars out of five for client satisfaction from 92% of our customers. Condeco is the leading provider of room booking, desk booking and workspace utilization technology solutions that.

Chicago, Illinois, US

Managed a global team of developer support engineers committed to serving Motorola's strategic 3rd party developers whose applications were preloaded on Motorola Mobility products. Led the expansion of support services into China; increased revenue by 22% ($9.6 billion).

Chicago, Illinois, US

• Increased technical proficiency of team and ensured faster resolution time of issues by partnering with internal engineering teams to further the success of the Windows Mobile MOTO Q smartphone.
• Responsible for set-up, recruitment, staffing and scheduling of internal/guest speakers for the MOTODEV Summit Developer Lab. The 600+ attendees were introduced to opportunities to develop solutions for Motorola.
• Led a team who assisted 3rd party developer to create applications on multiple mobile OS platforms (Motorola P2K JavaME, Motorola Linux, Symbian/UIQ, Windows Mobile and others) included on 30+ new phones.

Oberhausen, DE

• Managed a engineering services team including Technical Account Managers and engineers chartered with providing the following services:- Collaborative Engineering Services- Developer Technical Services (Premium and.
• Delivered 50+% profit from support, maintenance and professional service revenue.
• Led 3 concurrent strategic engineering efforts for Samsung, Palm, and the mobile carrier Orange (France).
• Directed the development of new SDK and supporting content used by LG, Samsung, Palm, Intel, Motorola and 100K+ application developers to build Palm OS and ALP powered smartphones and applications.

• Managed accounts of licensees of PalmOS intellectual property (IP).
• Facilitated licensing of Palm/Access IP to Palm, Inc. for $42.5 million which included ongoing recurring revenue from professional and sustaining engineering services.

• Led the QA program for multiple releases of the PalmOS desktop synchronization solution. PalmOS desktop was core to PalmOS experience and was widely recognized by customers for its ease of use and reliability.
• Directed testing programs for Palm OS solutions that ran on Windows, Mac, and were localized in to French, German, Italian, Spanish, Brazilian Portuguese and Japanese.
• Created the protocol and managed a team to determine and evaluate 3rd party applications for compatibility testing of the PalmOS platform. Later adopted into the compliance program used by licensees of PalmOS.

* Lead the multiple aspects of product development lifecycle for a startup company offering a digital document-management solution for consumers and small to medium sized business. * Created software quality assurance processes and procedures. Collaborated across marketing, sales, engineering, customer support, finance and legal to ensure timely delivery.

San Jose, California, US