Kenneth Breshears Email and Phone Number
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Over fifteen years experience in the creation, implementation and management of all phases of Software and Technical Support and Success for an inbound Customer Service and Support center including onboarding, training and ongoing suppport. Experienced building and managing Global Support Centers from the ground up domestically as well as internationally. Very experienced in B2B SaaS Support as well as the Wireless Telecommunication, SMS, VoIP, Telephony, Unified Communications and Network Security industry and understand the unique challenges presented by a mission critical SaaS offering. Able to deal effectively with a wide range of internal and external customers; from novice end users, to highly technical OEM’s and corporate clients. Keenly aware of the impact a “best in class” support department can have on the customer’s experience and therefore the Company’s bottom line. An entrepreneur with a proven track record of innovation and utilization of available technologies to improve the support process via "self help" and "one to many" support engagements.Specialties: Support Team Management, global technical support, Support strategy, Support delivery, global customer support, Building Worldwide teams, ACD, Salesforce, CRM systems, SaaS Support, Internet of Things IOT, M2M, Web Security, Data Protection, Customer Success, SMS, Emotional Intelligence EI
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Sr. Director Client ServicesNetsapiens Jun 2018 - PresentTempe, Arizona, Usnetsapiens provides Unified Communications solutions to the industry’s leading service providers and large enterprises. Our partners grow their businesses and become more profitable by offering netsapiens’ next-generation UCaaS solutions to their end-user customers while simultaneously expanding their own product portfolio. In this role I own the Customer Experience (CX) entirely post-sale. This includes deployment, training, professional services and technical support. As an agent of change, I expanded our regional footprint (Americas) to better serve our customers using a "follow the sun" approach and instituted lightweight processes to ensure consistent results. I significantly improved the relationship with the Sales and Engineering teams and foster a "team" environment with a Customer First mindset.
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Sr. Director Of Global Support, Service Delivery & OperationsOpenmarket Aug 2015 - Dec 2017As the Sr. Director of Global Service Delivery & Operations, I own the definition and management of Support and Delivery teams stationed around the globe providing support excellence to many of the worlds top brands and enterprise customers on a 24/7/365 basis. Responsibilities include evaluating SLAs and monitoring KPIs to ensure adherence to those SLAs. I meet regularly with these top customers to communicate support and operational performance and create a feedback loop to promote customer success as well as satisfaction.
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Director, Global Customer SupportJasper Wireless Jun 2012 - Sep 2014Santa Clara, Ca, UsJasper is the pioneer in cloud-based platforms for the Internet of Things (IoT) and the undisputed leader in Service IT as a SaaS offering. As the Director, Global Technical Support, I own the definition and management of the Support staff stationed around the globe servicing Carriers as well as Enterprise customers on a 24/7/365 basis. Experienced evaluating SLAs and monitoring KPIs to ensure adherence to those SLAs. I also conduct monthly or quarterly service reviews for these large customers on SLA performance and am very comfortable speaking/presenting to and relating with high-level corporate customers. I also have an excellent ability to deal with customer escalations and relate to the urgency that customers may experience with an issue. -
Director, Technical Support - AmericasWebsense Nov 2008 - Jul 2012Austin, Tx, UsLead the entire Support team for North and South America. Worked closely with peers in EMEA and APAC to ensure seamless 24/7 support coverage across the globe. Evaluated and hired to specific language needs to provide a more effortless customer support experience. Created internal training teams for new hires that was so successful it was offered to external clients as well. Implemented a tiered support offering which generated over $5M in revenue. -
Director, Technical SupportNetworks In Motion Aug 2005 - Nov 2008Define, Create, Staff 24x7 "World Class" Technical Support Department for a wireless phone based GPS navigation product.
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Director, Technical SupportQualcomm 1996 - 2005San Diego, Ca, UsStaff, schedule, hire, train and implement the entire support process and systems for a world-wide software support group. This included CRM systems for ticket tracking as well as ACD systems for phone routing for differing support entitlements.
Kenneth Breshears Skills
Kenneth Breshears Education Details
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Uc San DiegoBusiness Management -
Grossmont CollegeComputer Science
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Spokane Falls Community CollegeComputer Science & Systems
Frequently Asked Questions about Kenneth Breshears
What company does Kenneth Breshears work for?
Kenneth Breshears works for Netsapiens
What is Kenneth Breshears's role at the current company?
Kenneth Breshears's current role is Experienced Enterprise Customer Success & Support Leader.
What is Kenneth Breshears's email address?
Kenneth Breshears's email address is ke****@****ket.com
What is Kenneth Breshears's direct phone number?
Kenneth Breshears's direct phone number is +185834*****
What schools did Kenneth Breshears attend?
Kenneth Breshears attended Uc San Diego, Grossmont College, Spokane Falls Community College.
What are some of Kenneth Breshears's interests?
Kenneth Breshears has interest in Animal Welfare, Children, Science And Technology.
What skills is Kenneth Breshears known for?
Kenneth Breshears has skills like Saas, Enterprise Software, Wireless, Crm, Management, Strategy, Cloud Computing, Cross Functional Team Leadership, Telecommunications, Mobile Devices, Call Center, Technical Support.
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