Kenneth Oshiro Email & Phone Number

• Lead Professional Services, as well as Certain's 2 tiered Customer and Technical Support organization.
• Oversaw the creation of a PS Product offering meant to improve ease-of-use anddecrease churn within a specific segment of our customer base. Achieved an adoptionrate of over 35% within target segment, which exceeded.
• Managed the implementation of processes and tooling, such as GUIDEcx, meant toincrease organizational visibility into ongoing PS projects and their associated metrics.
• Implemented a "Customer-Sponsored" Enhancement Request process, which allowedcustomers to pay for the prioritization and development of their desired productenhancements.
• Instituted processes to foster cross-functional collaboration between Support andProfessional Services to fill technical knowledge gaps within our customer base.

• Implemented Individual and Team KPI's with the result being a 67% improvement in ticket response times, and a 99.1% CSAT score for the year.
• Developed Individual and Team performance dashboards based on Support KPI's. These dashboards play a foundational role in weekly 1 1 discussions.
• Oversaw the Implementation of 2 proactive channels of customer communication for the purposes of ticket deflection and customer awareness. Those channels being 1 a Status Page Atlassian) to inform customers of any.
• Developed an Enhancement Request Ranking and Management process to help Customer Success and Product prioritize and align on key product requests made by customers.
• Implemented a Salesforce to Zendesk integration to create account alignment between critical internal tooling, and to improve CSM visibility into tickets specific to their individual accounts.

Buckhead, Georgia, United States

• Managed a Customer Support team consisting of 12 Support members 1 manager, 1 Support Engineer, 4 Senior Support Specialists, and 6 junior Support Specialists).
• Expanded Support from handling inquiries for 2 products up to 5 products through theacquisition of 3 companies.
• Standardized and templatized escalation process from Support Zendesk) to EngineeringJIRA.
• Planned and developed support metrics, built out KPI Dashboards, and improved supportinfrastructure, to ensure all department activities are process driven, and performance(individual and team) is tracked.
• Implemented 24/5 weekday support coverage, with daytime weekend support throughthe establishment of an Off-Shore Tier 1 Customer Support Team.
• Implemented weekly cross-functional meetings between Engineering, ProductManagement, and Customer Success to discuss and prioritize critical issues.

Palo Alto, California, United States

• Direct report for 3 Leads, managing 19 individuals across 4 teams. Each team serving a unique function within the Customer Success organization.
• Planned and developed support metrics, built out KPI Dashboards, and improved supportinfrastructure, to ensure all department activities are process driven, and performance(individual and team) is tracked.
• Implemented bi-weekly cross-functional meetings between Development and TechnicalSupport to discuss and prioritize critical issues.
• Implemented 24 hour on-call rotation as part of Bill.com's incident management process,utilizing Slack, Zendesk, and PagerDuty.
• Decreased ticket response times by 96% from 3,512 minutes, down to 130 minutes.
• Improved Tech Escalations CSAT by 10% from 84% Q1FY18 to 94% Q2FY19.

San Francisco Bay Area

San Francisco Bay Area

• Direct report for 2 Escalations (L2) agents and 10 Off-Shore (L1) technical support agents.
• Planned and developed support metrics, reporting tools, tracking tools and infrastructure, to ensure all department activities are process driven, and KPI’s/SLA’s are consistently achieved.
• Personally conducted 1:1 meetings with each Escalations and Off-Shore agent in order to provide hands on coaching and advice.
• Implemented a Premium Services support model with scalable PIN validation phone support infrastructure.
• Planned, implemented, and oversaw QA Support Rotation program which contributed to a Month over Month 41.5% reduction in client-submitted defects; a direct result of QA gaining a deeper understanding of client workflows.

San Francisco Bay Area

• Primary point of contact for all support related inquiries originating from Certain's largest client.
• Analyze agent behavior and performance, and identify areas for improvement.
• Meeting Planner and Organizer in charge of Weekly Support Sync meetings meant to provide feedback and discuss best practices with our Level 1 Support Team.
• Personally provided hands-on product and customer support training to off-shore (BPO) Support Team.

San Francisco Bay Area

Pleasanton, CA

Bachelor Of Science (Bs), Business Administration And Management, General

Certificate, Pre-Hospital Emergency Care

Certificate, Executive Leadership

Certificate, Project Leadership

https://ecornell.cornell.edu/certificates/project-leadership-and-systems-design/project-leadership/