Merrick Whyte Email & Phone Number

• Successfully recovered around 30 major client escalations per annum across varied software product portfolio with a total retention value of £15-£20m.• Led teams of technical and non-technical staff from Pitney Bowes, the client and 3rd party vendors including C-suite executives. Managed all aspects of meetings, communications and reporting as escalation progressed to ensure all parties and decision makers had one clear ‘point-of-truth’ which meant issues were resolved in a timely, cost… Show more • Successfully recovered around 30 major client escalations per annum across varied software product portfolio with a total retention value of £15-£20m.• Led teams of technical and non-technical staff from Pitney Bowes, the client and 3rd party vendors including C-suite executives. Managed all aspects of meetings, communications and reporting as escalation progressed to ensure all parties and decision makers had one clear ‘point-of-truth’ which meant issues were resolved in a timely, cost effective manner. • Excellent problem solver, able to perform well under high pressure. Recovered mission critical issues at very short notice with clients stating this intervention was critical to their continued use of Pitney Bowes products. For example, placed on-site in Brazil with 24 hours-notice and successfully recovered a situation which impacted the client by $0.5b and affected all business leaders in the software division of Pitney Bowes. Show less

See above for details of Escalation role.Managed a long-term technical account service for a small group of enterprise level clients to realise the full potential of their software purchase. Acted as a single point of contact covering all areas of post sales technical co-ordination which resulted in an upturn in client satisfaction, increased software renewal rates and new consultancy business worth several thousand pounds.

Edinburgh, United Kingdom

Increased and enhanced the Technical Support range of service offerings by improving call handling and time to resolution, rewriting the product manual, introducing a knowledgebase and providing instructional videos to allow customers to become more self-reliant which resulted in a client satisfaction score of 92% and a renewals increase of 75%.

Rotterdam Area, Netherlands

Managed a team of 12 highly skilled software Support Engineers responsible for mission critical database products used by thousands of enterprise level clients. The team successfully managed around 40 calls per day, including 5 urgent/production down situations. All Service Level Agreements were met, client satisfaction increased by 3% year on year and time to resolution reduced by 15%.