Kevin Welty Email & Phone Number

Erie, Co, Us

Erie, Colorado, United States

Erie, Colorado, United States

Developed strategy to ensure collaboration and engagement across 6 business areas via an innovative council framework that included C-Suite to manager level representation. Led organizational initiatives in the use of customer facing tools, CRM, phone system, and website.-- Increased customer self-service engagements 30%+ by designing and optimizing organizational processes that addressed business requirements.-- Led deployment of technologies to provide seamless customer support, reporting and robust analytics, enabling business leaders with insights for better decision making.-- Developed strategy to support 4 acquisition integrations, focusing on leadership / cultural awareness, gap analysis (process alignment and adherence), customer experience, customer facing infrastructure, and risk mitigation, leading to a substantially faster assimilation into the business.-- Distilled and communicated Technical Support Voice of the Customer insights, resulting in detailed action plans that improved the customer support experience.

Erie, Colorado, United States

Developed support strategy of 4 global business area support organizations that offered free and paid support offerings. Managed team of 63 staff with 5 direct reports. Implemented continuous improvement objectives for cross-functional collaboration with Engineering, Quality, Product Marketing, and Customer Service. Developed 3- and 5-year strategic roadmap recommendations and quarterly business review content for C-Suite discussion and alignment.-- Integrated 3 acquisition support organizations ensuring organizational, support process and tool alignment within aggressive project plan timeframes.-- Created budgetary and capital expenditure figures, ensuring headcount, equipment needs, and staff development targets aligned with strategic business initiatives.-- Exceeded 90% Customer Satisfaction scores by implementing global processes and customer facing tools ensuring a world class support experience.-- Designed key performance indicator (KPI) metrics and governance process, meeting “first response time” and resolution timeframes for contractual service level agreements.-- Led as “single voice” for Technical Support in SAFe Agile product development projects, ensuring organizational engagement and an improved customer experience.-- Exceeded employee engagement scores of 90 and mentored 3 managers into director level positions within customer facing roles.

Westminster, Colorado, United States

Devised support strategy for 3 regional business area support organizations, overseeing a team of 35 staff members with 6 direct reports. Led development of budgetary and capital expenditure strategy, and Salesforce CRM project requirement alignment for Technical Services organizations, Technical Support, Professional Services, and Pre-Sales.-- Integrated 2 acquisition support organizations ensuring organizational, support process, and tool alignment.-- Developed KPIs, target, and governance process for global Technical Support organization.-- Executed cross-functional projects, providing continuous improvement in client engagements and waterfall product development process.-- Drove organizational improvement through adjustments and initiatives involving effective coaching and performance management skills.-- Partnered with the training organization to develop new product training requirements and customer facing content focusing on increasing customer adoption and product usability.

Westminster, Colorado, United States

Developed support strategy for 2 business area support organizations across three locations. Managed team of 18 staff and 4 direct reports. Assisted in the development of budgetary and capital expenditure strategy. Led reorganization of support organization due to several office closures.-- Identified and implemented process improvements within the Technical Support team by evaluating and analyzing case data, as well as Voice of Customer feedback.-- Maintained and improved technical support operations by monitoring system performance, completing audits, and data analysis.-- Developed Technical Support handbook, detailing organizational terms and conditions.

Westminster, Colorado, United States

-- Provided installation and configuration support for the physical access controllers, readers, and credentials via phone and email channels.-- Developed work instructions for product repairs.-- Supported the Sales organization by providing production functionality demonstrations.-- Supported the Marketing organization by setting up product displays at national trade shows.-- Provided Engineering and Product Marketing feedback on product documentation and user interface functionality.-- Traveled to customer sites to troubleshooting field issues.