John M P. Email & Phone Number

Austin, Texas, Us

Austin, Texas, Us

Working with Oracle's largest customers and prospects as a pre sales Service Expert to help them close and improve the gaps in their current customer experience. This is accomplished through a consultative engagement called a Customer Experience Assessment.Responsible supporting over 10 sales reps and assisting in closure of an Online Customer Experience portfolio of deals worth over $8 million in revenue across clients interested in Oracle Customer Experience solutions. Contributed to helping close over 80% of deals in which I was directly involved in to date. Traveling domestically and internationally to meet with clients to evaluate their contact centres to assess possible improvements in service technology and practices. Interviewing customer executives and management across sales, marketing, and service to develop a strategic digital roadmap for the organization.

Staging Changes.Org, is a life-skill training organization dedicated to teaching Technology & Digital Arts to underdeveloped communities in the United States and abroad. Staging Changes accomplishes this by providing trainings and workshops to teach kids how to write computer software using fun, interactive tools like video games, animation, and music. Our comprehensive training programs make teaching technology to your kids fun, eventful, and memorable.

A Social Customer Experience start-up company specializing in Social CRM Consulting and application development. Company developed and founded Social CRM Tools, a Social CRM Tool for Salesforce.Com Sales and Service modules. Worked with various clients such as Thomson Reuters, Netrend, and several small business who are using Social and CRM as a business and technology strategy.

Holmdel, New Jersey, Us

Overseeing several internal and external Customer Support Online experiences related to all New and Existing products on Vonage.Com digital properties. This includes several digital sites generating over 3.4 million visitors per month including Vonage.Com Support (http://support.vonage.com), International Sites (http://espanol.vonage.com), Vonage’s Online Account,Vonage Forums (https://forums.vonage.com), Twitter Support (http://www.twitter.com/vonage_voice) and several Mobile and Social Media sites. Responsible for leading several Online Help and Self Service strategies on Vonage.Com that reduced Customer Service and Technical Support inquiries into Customer Care by 5% year over year resulting in an estimated 2 million dollars savings into Customer Care per year. Leading the company’s initiative to improve the Online Customer Service Experience resulting resulting in a 30% increase in customer satisfaction with online support, 20% increase in page usability, 40% increase in online support resolution.Directly responsible for selecting, road mapping, and deploying Online Customer Experience features, technology platforms, and user experience across Vonage’s Online Account, Social, Mobile, and .Com properties. Directly responsible for leading the companies Social CRM strategy by enabling Vonage Support staff to Support customers over Social Networks like Twitter (http://www.twitter.com/vonage_voice), Facebook (http://www.facebook.com/vonage).

New York, Us

Directly responsible for overseeing the online customer experience, and sales operations efforts under the Enterprise business unit.Interfaced with cross functional executives and stakeholders by leading the requirements gathering, new features, and business analysis across all Technology projects as it relates to all internal Enterprise projects and systems such as Salesforce.Com, Right Now Technologies, and several internal legacy applications. Played an integral role in leading the deployment of e-Commerce features on RecruitLadder (http://recruit.theladders.com/), while also integrating the transactions into our Salesforce.Com CRM System. This resulted in average revenue recognition of $80k per month. Led the integration and management of converting web leads received on Recruit Ladder and integrating it into Salesforce.Com. This resulted in a 2-3% conversion rate of all incoming web leads resulting in an average of $20k – 30k per month in reoccurring revenue. Deployment of a mobile version of Salesforce.Com for our field sales teams that increased the number of Calls/activities and opportunities created per sales rep by 50% week over week. Responsible for leading the Community Management team in improving their use and adoption of RightNow Email Response Management, and Live Chat by improving call disposition categories, enhancing email templates, and providing better report visibility to the Operations Management team. Leading a team of Salesforce.Com Administrators and Support resources in managing daily Sales and Enterprise Operations systems, tools and processes as it relates to TheLadders.Com’s Enterprise Business Unit and website at: http://recruit.recruitladder.com

Alpharetta, Ga, Us

Leading a team of 4 Project Managers, and 2 Systems Administrators responsible for a portfolio of technology and business projects budgeted at over 5 million dollars.Leading the company's self service portal enhancements, roadmap, and migration that enabled customers to manage their own communication campaigns online at http://myportal.premiereglobal.com. This increased the number of acquisitions per quarter by $100,000 in new business while also reducing customer care operations costs by $200,000 quarter over quarter.Implemented a Global Client Segmentation initiative that reduced call volume into Support by over 50% from 2004 to 2006 and improved Customer Care efficiencies and revenue by up to 3.5 Million dollars.Implemented a Global Remedy Customer Service and Support application with Customer Self Service Capability to over 8 International countries improving self service initiatives and increasing first call resolution from 45% to 90%.Implementation of a Global Email Response Management system (eGain) that increased Customer Support agent efficiencies by over 50% and reduced inbound customer emails by over 42% from 2004 to 2006.Implementation of a Global Tools Support Web site that consolidated legacy support applications across the organization and improved the meantime to resolve customer issues by over 200%.

Noida, Uttar Pradesh, In

Leading and managing a team of 8 Siebel Administrators managing the ongoing maintenance, monitoring, and support of a Siebel Production Environment with over 8,000 end users for Wyeth Ayerst.Successful project completion and support for several Siebel Application projects including Siebel Upgrades, sales force territory re-alignments, Sales Force Expansions, and multiple Sales Force Automation initiatives for Wyeth Ayerst Pharmaceuticals. Managed the implementation of an automated data load project, which automated profile management updates between a Siebel and Unix application.

Noida, Uttar Pradesh, In

Project lead for an Siebel Call center implementation with over 500 agents and 50 Clients from Wyeth Ayerst Pharmaceuticals.Led the implementation and development of a Dashboard Reporting system that retrieved metrics from a Siebel Application on call center, hardware, and asset management operations. Responsible for leading clients and internal teams on the delivery of multiple C.R.M and S.F.A initiatives for major clients like American Express, Wyeth Ayerst, and Johnson and Johnson.

Noida, Uttar Pradesh, In

Managed a help desk of 30 Help Desk technicians and 3 supervisors providing Technical Support for American Express’ sales force of over 3000 sales reps.Responsible for consistently achieving service level agreements with accounts, achieving 90% customer satisfaction for all services, and successfully renewing contracted services with clients for 2 years in a row.

Noida, Uttar Pradesh, In

Lead support technician for the American Express Sales Force Help Desk.Acted as the the key subject matter expert on all open help desk cases that were escalated.

Us

Responsible for supporting and troubleshooting over 400 workstations at the New York City site and on the Exchange Floor.

Information Systems, Computer Information Systems

Associates Degree, Liberal Arts