Mark Maxwell work email
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Mark Maxwell personal email
Mark Maxwell phone numbers
Phone: 919.602.1065 | Email: maxmarkwell61@gmail.comBusiness Owner / Financial ServicesSelf-employedDenver Metropolitan AreaMillions of people lack clear direction and feel trapped when it comes to their personal finances. With recent technology advancements and our partnerships with the best names in the industry, we are able to provide a solution for everyday people so they can WORRY LESS about money and ENJOY LIFE more!
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Business OwnerBouzy Wine & Spirits May 2018 - Mar 2023
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Technical Support LeaderEnvysion Apr 2019 - Aug 2020Analyzed and architected an updated technical support model• Flatten the organizational structure to free up head count to enable additional tasks• Created and implemented performance metrics packages at both the organization and team levels• Updated/streamlined training roadmap for both new hires and existing employees• Reduced case backlog by 30% and average case age by 25%• Designed and implemented knowledge centered support structure
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Vice President, Solutions And Services ManagementMuse Platforms Oct 2017 - Dec 2017New York, Us -
Senior Director, Enterprise & Cloud Software SupportNetapp Jan 2013 - Jan 2017San Jose, California, UsDirects 3 specialized support teams. Responsible for leadership development, establishing SOP’s, monitoring KPI’s, relaying customer needs to engineering team, and optimizing operational performance; 120 direct reports.✪ Revamped technical training roadmap; decreased new hire on-boarding process by 30 days. ✪ Piloted innovative support models for new cloud-based products; decreased labor expense by $3M. ✪ Integrated cross-functional teams to improve global support function; boosted account sales by $40M.✪ Developed how-to videos addressing customer product concerns; reduced case volume by 25%. ✪ Created and implemented technical vertical support model; increased Net Promoter Score by 10%. -
Senior Director, Support Account Management - U.S. & IndiaNetapp Jan 2011 - Jan 2013San Jose, California, UsOversaw global support account management team. Responsible for developing service roadmap, quality assurance, re-branding, escalation, performance optimization, IT collaboration and P&L; 110 direct reports.✪ Increased YOY booking generation by 91% (U.S.) and 94% (Asia-Pacific) over a 2-year period.✪ Optimized technical support delivery model for struggling region; increased profitability by 15%. ✪ Established after-hours coverage team in Bangalore, India; generated $2M annual cost savings. ✪ Launched support account management hub in Wichita, Kansas; reduced labor costs by 10%. ✪ Standardized career track model and training program; decreased new hire on-boarding time by 25%.
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Director, Federal & Worldwide Major Accounts - Technical SupportNetapp Jul 2009 - Jan 2011San Jose, California, UsLed technical support group for largest accounts. Responsible for service delivery, escalation management, performance optimization and collaboration with sales, product and engineering teams; 100 direct reports.✪ Merged 3 organizations into 1 cohesive team; increased case volume by 10%, team availability by 35%.✪ Formed cross-functional support group; boosted CSR by 20% while achieving $3M in cost savings.✪ Implemented employee training program; reduced case resolution (5%), age (35%) and backlog (30%).✪ Fostered government agency familiarity with secured case resolution; catapulted to #1 in market share.
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Director, Federal SupportNetapp Aug 2007 - Jul 2009San Jose, California, UsManaged design and construction of federal, state, local and higher education support functions. Responsible for customer advocacy, KPI development, performance optimization and product development; 50 direct reports.✪ Launched 24/7 federally focused support organization; routed 100% of cases, calls and secure delivery.✪ Optimized service delivery; achieved #1 rating in technical support satisfaction for 2 consecutive years. ✪ Created government support contract; services associated with 25% of $1B federal business sales.✪ Founding member of Technology Services Industry Association (TSIA) Advisory Board.
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Senior Manager, Technical Support - East Coast & CanadaNetapp Sep 2005 - Aug 2007San Jose, California, Us✪ Engineered 24/7 global support center model; achieved 10% case closure reduction and 91% call uptime. ✪ Implemented support center best practices; raised customer satisfaction index to 4.72 out of 5. ✪ Established new employee on-boarding program; accelerated production readiness from 90 to 60 days.
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Strategic Support ManagerNetapp Sep 2002 - Sep 2005San Jose, California, Us✪ Launched marketing and sales campaign; increased revenue from $1.5M to $6M over a 3year period.✪ Established Bangalore support center to better serve Asia PAC customers; boosted year 1 sales by 10%. ✪ Created a federally focused TGA role to service key growth markets; grew sales by 5% in 12 months.
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Technical Global Advisor & Support EngineerNetapp Sep 2000 - Sep 2002San Jose, California, Us
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Project Manager, Commercial Desktop - Large Enterprise Preload DevelopmentIbm Jun 1999 - Sep 2000Armonk, New York, Ny, Us
Mark Maxwell Skills
Mark Maxwell Education Details
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Wharton School Of BusinessTechnology Services & Support Management Program -
Chubb InstituteData Center Support/Network Engineering
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Springfield CollegeCoursework Towards Bs In Biology
Frequently Asked Questions about Mark Maxwell
What is Mark Maxwell's role at the current company?
Mark Maxwell's current role is Customer Experience Leader.
What is Mark Maxwell's email address?
Mark Maxwell's email address is mm****@****app.com
What is Mark Maxwell's direct phone number?
Mark Maxwell's direct phone number is +191947*****
What schools did Mark Maxwell attend?
Mark Maxwell attended Wharton School Of Business, Chubb Institute, Springfield College.
What skills is Mark Maxwell known for?
Mark Maxwell has skills like Technical Support, Cloud Computing, Enterprise Software, Nas, Business Development, Crm, Storage Solutions, Account Management, Customer Service, Escalations Management, Change Management, Incident Handling.
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