Kenneth Breshears Email & Phone Number

Tempe, Arizona, Us

netsapiens 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.

As 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.

Santa Clara, Ca, Us

Jasper 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.

Austin, Tx, Us

Lead 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.

Define, Create, Staff 24x7 "World Class" Technical Support Department for a wireless phone based GPS navigation product.

San Diego, Ca, Us

Staff, 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.

Business Management

Computer Science

Computer Science & Systems