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 the 25% goal.• 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 planned or unplanned application downtime, and 2 in-app notifications Gainsight PX for release notes, maintenance notifications, and product guidance.• 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/