John Westrich Email & Phone Number

John Westrich’s career in Customer Service and Client Support has included pre -sales consulting, Operations and Planning. John is a Support leader that can accurately identify a service organization’s core strengths and areas for improvement, create solutions and implement plans to drive efficiencies that transform the organization into a pro-active value organization. Proven ability with developing “People”, “Process” and “Technology” for the continual improvement of the Customer Support organization built on a “learn and teach” support model. Experience covers providing leadership and customer service team management with high technology solutions.John recently completed work at MediaBank where he hired a staff of support professionals, implemented knowledge management and case management improvements into the support center. John also developed a client reporting process for the automatic emailing of reports to clients on a daily, weekly, monthly and quarterly basis. John previously was a Lead Call Center Consultant / Director for The Financial Information Services Agency for the City of New York. Implemented a best practices support organization providing Customer Service and Technical Support to Vendors and City Agencies utilizing a web based financial information system. Resolved customer escalations with a high degree of professionalism and courtesy. John's past experience includes Director of Global Customer Service and Technical Support, for Ernst & Young, where he was responsible for Global Call Center Operations in the United States and 50 E&Y global offices in a 24 X 7 follow the sun which included Level 1 Support Specialist Team and Level II Platform Specialist. In this position John specialized in supporting global E&Y Partners and Account Managers with clearly defined processes and a tight integrations of complex workflows. John is a graduate of William Paterson University in Wayne, New Jersey. He holds a B.A. in English.Specialties: Specialties• BMC Remedy Knowledge Management Implementation.• Experience in hiring, training and starting Global Customer Support Center from inception.• Strengths in problem-solving, trouble-shooting, pre-sales staff support, planning and implementing proactive procedures for problem avoidance and problem elimination.• Possess a variety of computer skills including hardware, software, and web based support.

Listed skills include Troubleshooting, Vendor Management, Recruiting, Call Center, and 2 others.