• Responsible for all Support Services Worldwide.• Developed Customer and Customer logistics, policies and procedures.• Manage an evolving Social Media Support system• Support for internal engineering, marketing and sales teams.• Created RMA processes and continue to improve processes.• Chose Support tools and managed projects to integrate them with corporate tools.• Project managed transition and launch of contact center services.• Create and manage budgeting for Support Services.• Manage Outsourcing partner with staff of 60.• Launched Support for 20 countries in 10 Languages.• Engaged CRM with goal of improving customer experience and aiding QA and Engineering.• Worked with Engineering and Marketing to ensure supports involvement in pre-launch product testing to ensure consumer usability and product stability.• Participate in Beta planning and testing as well as managing support for those programs.• Developed and Provide Technical training for Contact Center and Distributors worldwide.• Manage L3 team and technical projects.• Involved in bidding new call center contracts and negotiations for current contracts.

• Develop business plan and founding documentation• Marketing and sales strategies• CRM design• Team development• Training documentation and development for sales staff , Partners and Retail clients• Sales and lead generation• Development of policies and procedures• Handbook and training guide development

Managed variety of projects for App Dev, IT group including;o Requirements gatheringo Client communicationso Customer updateso Documentationo Timelineso TrainingCreated Dashboards for distribution of relevant data to Regional and Divisional Leadership.Worked with Director to outline processes for team and customers.Created plan to reduce number of open projects.Created processes to track Developer project load and determine resource availability.\Created technical instruction manuals and videos for new applications.

Managed a variety of events and projects for a varying number of clients.• Manage technical aspects of events and projects.• Built timelines• Managed budgets for clients.• Managed BA and Dev. Teams as related to my projects and events.• Worked with sales to increase technology offerings used by my clients.• Organized and ran meetings for clients and cross vendor integrations.• Tracked issues, edits and update requests through completion.• Organized and provided training on technology we were providing the clients.• Managed Event onsite hardware and staff required by clients.

Responsible for building Support Service organization from ground up. • Building and training call center team. • Hiring and managing CSE team• Setting business requirements, setting goals• building processes• Setting business rules and guidelines• Training development for support services and partners. • Social media support developmentProject management and system design• Forward and reverse logistics for all products. • Design for CRM and Knowledgebase• Design and install Forums and chat service. Brought call center online and managed systems design and implementation to product announcement readiness. Supported Beta and Pilot program releases and design for FCS.

Transitioned all customer contacts to 2 new partners in a 6 month window. Resulting in lower cost, higher quality and higher FCR rates. Managed relationship with call center partners.Managed tool vendor relationships.Responsible for Managing the Technical Escalation team and the Executive relations team.Initiated and Managed project to clean and update all KDB content both internal and external facing.Initiated and managed project to Revitalize and put into production Customer Support Intranet and have it become the central location for all teams in Customer Support to store and track projects and information.Created process for MSO interactions and escalations.Managed and maintained call routing software and IVR routing and messaging.Part of 3 person Tiger team to reduce NTF returns with target of 40% reduction by Q1.Drove increased retention save rates and direct sales close rates.Created new call processes to reduce escalation and improve customer satisfaction.

Responsible for all support Services Worldwide, including-Management of developers support for U3 open source platform-Enterprise level support-Support for internal engineering, marketing and sales teams-Technical support-Customer service-RMA processing-Budgeting for Support Services-Managed 2 Outsourcing partners with staff totaling 431-Launched Support for 34 countries in 27 Languages.Engaged CRM with front and backend portals.Worked with Engineering and Marketing to ensure supports involvement in pre launch product testing to ensure consumer usability and product stability.Created process for Support services to review all packaging and documentation prior to release to reduce errors.Developed and Provide Technical training for Distributors worldwideManaged L3 team and technical projects.Developed and implemented new employee selection and training. Involved in bidding new call center contracts and negotiations for current contracts.

• Responsible for designing CSR requirements and business needs of the call center in relation to the clients it would be servicing.• Assisted in decision making on the software and hardware needs of the call center and the Customer Service Representatives. • Trained the Trainer on Outlook and worked with her to develop a training class for the company on it. • Worked with the Training department to develop the required training for the staff.• Helped determine the position of the call center during all client interactions. • Developed minimum requirements for customer service and customer satisfaction levels.• Developed and implemented the Exchange public folder structure. • Designed Visio diagrams for various departments as needed. • Troubleshoot HR computer issues and provided technical assistance to them as needed.

• Managed advanced Networking and Messaging teams for 3rd party call center. • Worked with client daily to ensure we where meeting their call center needs. • Managed and worked with second level support team to develop technical and customer service training programs. • Assisted in design and procurement of troubleshooting lab for the network and messaging teams. • Ran ACD reports to track the productivity of the engineers and to track call flow to help determine staffing needs and scheduling. • Approved new employee selection and training. • Executed employee reviews and determined employee promotions. • Involved in bidding new call center contracts and negotiations for current contracts.• Initiated several charity programs on the companies behalf and participated in community service programs organized by the company.