Keith Mclaughlin Email & Phone Number

Build and scale a support department for a new consumer AI companion device, with a knowledge-driven 24/7 multi-channel support structure serving over 100k global customers

San Jose, California, United States

Oversaw Customer Support planning and readiness for New Product Introductions and hardware product upgrade launches, as well as the VOC program, the support knowledge team, and Tier 3 support/escalations team. NPI Readiness: Managed CS launches for new product launches, product updates, and process changes. Successfully launched the first Roku TV and expanded Smart Home offerings - Knowledge and Training development, logistics processes, tool updates, product/engineering/reporting requirements, etc.Voice of the Customer: Built and managed the CS Voice of the Customer program, developing cross-functional pathways to highlight product feedback and customer insight to drive improvements across Product, UX, operations and engineering. Tier 3 Support: Managed escalation team responsible for engineering escalations, bug scrubs, and QAKnowledge and Training: Partnered with Support Operations team to develop and deliver agent training for launches and product/process updates. Oversaw the Roku KB and knowledge writing team, developed knowledge strategy, and drove refinement toward maximizing article searchability and success rate. Agent Readiness: Developed agent and vendor feedback loops to continuously drive improvement in agent materials, processes, and tooling. Utilized combined efforts of Tier 3 Support and the Knowledge team to develop agent materials and supplementary training content.

Developed and deployed a 24/7, omni-channel, tiered Support organization from the ground up, supporting the launch of Palo Alto Networks’ first B2C product.Directed the development, testing and implementation of systems and tools to drive agent efficiency and timely customer satisfaction - Intercom, TalkDesk, Confluence, Jira, Qualitative Reviews, enabling and supporting front line Support agents, internal partners, and 3rd party vendors to hit the ground running within a BRAND new consumer Ops division.Extensive cross-functional work, pre- and post-launch: planning for executive updates, product integration, aggregating voice-of-the-customer sentiment, logistics and operations planning, while navigating the impact on disparate systems, policies, and stakeholders.Work closely with executive leadership to develop critical KPIs and establish baseline performance capabilities, internationalization planning, and resource planningOversee the daily operations of internal and external support teams, in a one of a kind “Start Up within an established company” environment, to drive CSAT, FCR, and KPIs around a brand new product offering. Maintaining above-expected CSAT through ambiguity and product pivots, and invested direction from numerous teams and partners.

Chicago, Illinois - Remote

Palo Alto, Ca

I started with Essential in December of 2017, not long after initial product launch. Initial focus on refining support offerings, finding and closing gaps in processes and procedures, improving agent performance with an eye on Quality, Consistency and Efficiency. Refinement and buildout is guided by the ideas of flexibility, scalability, and consistency, while preparing folks in the department for future growth.Strong Emphasis on Department Buildout: - Enhanced ticketing system by establishing device and issue-based reporting structure for internal insights, automation enhancement and process refinement for agent and customer efficiency - and KPIs for both agent productivity and issue tracking - Launched CSAT program and maintained an average over 90% since 1 month after launch - Buildout of internal Knowledge Base - Launched Chat support - Refined support best practices, agent interaction methodologies, and agent training - Defined scope of available support - Right sized our outsourced customer support team and negotiated a yearly reduction of over $250kPeople Focused Management: - Vendor Management: site visits, KPI goal setting and tracking, regular QA syncs, Training - Establish methods to maintain CSAT amidst shifting product focus, team size reduction - Work with internal agents to improve performance with an eye on both current skill refinement and long-term career growth - Working cross functionally with Operations, Reverse-Logistics, Engineering, and Finance to focus on preexisting challenges and develop better modes of resolution.

San Francisco Bay Area

Process and Policy Development/Implementation - Work with department leadership to devise and implement new coaching models, best practices, and contact workflows to increase efficiency (both handle time and contacts-to-resolution) while maintaining customer satisfactionOn-the-Fly Decision Making - Adjusting and applying department policies toward new challenges as they arrive. Devising agent positioning, resolution workflows, and short-term fixes for day-to-day challengesOrganizational Decision Making - Interviewed, hired, and on-boarded agents and leadership in the US and InternationallyKPI Monitoring and Driving - Created dashboards and calculators to effectively monitor, rank, and report on Tier 1 and project-based support agent effectiveness. International Training/Vendor Management - Traveled internationally to provide new product training, policy and process implementation, best practices coaching, and performance reviews for support vendor partners and international office locationsProcess Improvement - Work with department leadership to refine internal processes. Work with Quality team to implement and utilize CSAT score information to drive employee performance improvements as well as CRM process improvementsEmployee Coaching and Mentoring/Quality Analysis - Work with new hires, support leads, and my team to maximize KPIs including case volume, CSAT scores, and utility scores. Provide feedback and coaching via case reviews for both internal representatives as well as external reps in the Americas, EMEA, and APACExperience working with Salesforce CRM, Netsuite CRM, inContact, Five9, Confluence, Excel

San Francisco Bay Area

Employee Coaching and Mentoring - Work with new hires, junior support reps, and my team to maximize results regarding case volume, CSAT scores, and utility scoresInternational Training - Traveled internationally to provide new product training, policy and process implementation, best practices coaching, and performance reviews for support vendor partnersProcess Improvement - Work with department leadership to refine internal processes. Work with Quality team to implement and utilize CSAT score information to drive employee performance improvements as well as CRM process improvementsExecutive Escalation Team - Provide support to customers who reach out directly to our C-Level executives, as well as internal support escalationsQuality Analysis - Provide feedback and coaching via case reviews for both internal representatives as well as external reps in the Americas, EMEA, and APACTier II Technical Support - Supporting GoPro cameras, desktop editing software application, Android and iOS mobile apps, and mounting hardware. Develop expertise in new releases within small time windows to provide in-depth customer support as well as employee coachingChat Support Refinement - Developed and deployed chat solutions to maintain company voice and response accuracy within a new support channelOrder and shipping logistics support across the globe for sales orders, warranty exchange and replacements, and internal ordersExperience working with Salesforce CRM, Netsuite CRM, inContact, Confluence, Chatter, Excel

San Francisco Bay Area

Executive Escalation Team - Provide support to customers who reach out directly to our C-Level executives, as well as internal support escalationsQuality Analysis - Provide feedback and coaching via case reviews for both internal representatives as well as external reps in the Americas, EMEA, and APACTier II Technical Support - Supporting GoPro cameras, Desktop Editing Softward Application, Android and iOS mobile apps, and mounting hardwareChat Support Launch Team - Worked with a team to launch and build out international chat and order support Order and shipping logistics support across the globeI've had the opportunity to represent GoPro at trade shows and events, allowing insight into various marketing verticals as well as an opportunity to embrace and evangelize the GoPro spirit!Experience working with Salesforce CRM, Netsuite CRM, inContact, Confluence, Chatter, Excel

Truckee, California

Worked closely with ED to implement new delivery route across state linesCoordinate schedules and duties for all volunteersComplete intakes and reassessments for homebound seniors, maintain strict confidentialityCoordinate maintenance of vehicle fleetIntake donations from various local partners

San Jose, Ca

2 Summers of internships at Cisco SystemsWorked closely with individuals in Finance as well as IT OperationsAssisted with Data Center cost analysis, data drilling, loss prevention planning for Data Centers

Bachelor'S Degree, Business Administration - Finance / English Minor

Education