Milay Gonzalez Email and Phone Number
Florida, United States
Milay Gonzalez's Location
Miami-Fort Lauderdale Area, United States, United States
Milay Gonzalez's Contact Details
Milay Gonzalez work email
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Milay Gonzalez personal email
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Milay Gonzalez phone numbers
About Milay Gonzalez
My strategic competencies include: Enterprise & Consumer Support Strategy • Customer Success • Business Road Mapping • Internal Transformation • Operations Performance Management • Vendor Management • Product Development • Program Management • Quality Systems • Organizational Leadership • Talent Development • Spanish Fluency and more…Throughout the course of my career as a senior leader in client support operations within the technology industry, I have consistently built and managed high-performing organizations and have elevated customer success, P&L performance, and talent development.I currently serve as Senior Director, Support Services for Spreedly, the first and leading Payments Orchestration solution, where we believe the world is better with a diversified, inclusive, payment ecosystem. Check us out at www.spreedly.com!
Milay Gonzalez's Current Company Details
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Enterprise Customer Support Leader
Florida, United States
- Website:
- rczero.com
- Employees:
- 21704
Milay Gonzalez Work Experience Details
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HomeFlorida, United States
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Senior Director, Support ServicesSpreedly Dec 2022 - PresentDurham, Nc, UsPromoted in the role and expanded responsibilities to also oversee Customer Success team. -
Director, Support EngineeringSpreedly Jan 2022 - Dec 2022Durham, Nc, UsResponsible for overseeing Spreedly’s Support and Customer Engineering operations: ► Expanded customer support from partial weekdays to 24x7x365 global, follow-the-sun coverage► Hired, trained and lead direct and outsourced global support engineers handling customer interactions and investigating product and implementation issues. ► Hired, trained and lead software engineers implementing customer requests, data migrations and bug fixes, as well as conducting deep dive investigations and automating tools to improve productivity and reduce customer friction► Grew, empowered and ensured continuous engagement of global team members► Managed vendor relationships, departmental budget and technology needs► Planned and implemented customer support segmentation and data management initiatives ► Directed new product support readiness and implemented product and services feedback loops in support of Voice of Customer initiative► Expanded incident response process to align with global coverage and eliminate the need for off-hours on-call rotation► Continuously enhanced operations and delivered on OKRs
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Senior Manager, Enterprise Technical SupportBlackberry May 2021 - Dec 2021Waterloo, Ontario, CaContinue to oversee daily operations and focus on new product and process introductions in support of BlackBerry MDM and CyberSecurity suites. -
Manager – Enterprise Technical Support, Blackberry Care • Blackberry Customer Services OrganizationBlackberry Oct 2014 - May 2021Waterloo, Ontario, CaBlackBerry is a global technology, telecommunications, security and IoT (Internet of Things) company.I was recruited internally to build and lead an enterprise customer support organization for BlackBerry’s cross-platform Mobile Device Management (MDM) software product. I oversee the performance of a 24/7 organization of 12 to 20 direct employees driving customer success through the delivery of multilingual Tier 3 support to BlackBerry’s global enterprise customers, and the full cycle of support to our Premier and US Government agency clients. In this capacity, I define and manage the service vision, KPIs, and SLAs, as well as manage cross-functional teams on planning, service delivery, process improvement, tools, training, and programs. Notable achievements:►Strengthening BlackBerry’s MDM customer support delivery as a core component of our customer strategy. Through my team, I influenced a solutions-oriented mindset, increasing client value via 360-degree support on more than 4,000 tickets annually.►Achieving top-tier KPI performance, with strong client satisfaction scores and resolution rates.►Program managing the launch of BlackBerry Premier support for US Government Agencies. I helped build our internal processes, realigned organizational structures, hired the staff, and led the service transition.►Promoting and developing multiple team members into elevated roles, applying individual career planning to drive development, engagement, and retention in a highly dynamic technology environment.
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Project Manager – User Engagement • Product Development • Lifecycle ManagementBlackberry May 2010 - Oct 2014Waterloo, Ontario, CaAs a User Engagement Project Management, I provided global leadership on the beta testing of BlackBerry’s new hardware, software, and applications products, driving the strategic planning and commercialization process. I built alignment across the entire lifecycle, from the initial planning through analysis, recruitment and onboarding of global testers for UI/UX, functionality, performance, and reliability. From there, I managed the analytics, executive reporting, and collaboration with product managers, engineering teams, carriers, and other stakeholders to ensure the attainment of our corporate quality standards and production schedules. Notable achievements:►Directing the full lifecycle of several concurrent tests for product hardware, accessories, and software releases, with up to 1,500 participants from initial planning through final signoff.►Improving go-to-market execution as the “voice of the customer.” I produced and applied test analytics to influence product enhancements for several handsets and software solutions, and to elevate our Net Promoter Scores.►Cultivating highly collaborative tester communities, accelerating our product cycles and ensuring the resolution of customer-facing issues prior to product launches.
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Lead – Customer Services, Repair & SalesPacific Scientific Nov 2009 - Apr 2010Chandler, Az, UsPacific Scientific Aviation Services is an MRO (maintenance, repair, and overhaul) provider of aviation safety equipment.In this capacity I directed the full scope of business-to-business sales and support operations for the company, overseeing an organization of two sales agents and ten customer service representatives in facilities in Florida and Kentucky. Notable achievement:►Architecting and implementing new processes that decreased customer response times by 70%, and delivered substantial cost savings on repair cycle management. -
Manager – Vendor Relationships, Iden Mobile Devices & Wimax Software EngineeringMotorola, Inc 2004 - 2008Chicago, Illinois, UsMotorola was a major global telecommunications firm.As Manager of Vendor Relationships, I directed the strategic procurement of more than $45M in annual software engineering services for one of the company’s mobile phone divisions. I managed the identification and qualification of vendors, the construction and negotiation of long-term vendor management agreements and terms, regulatory compliance, and service level agreement (SLA) management. This entailed liaising across our engineering, legal, finance, and procurement organizations to drive alignment. Notable achievements:►Leading the development and closure of more than five high-value vendor contracts on a concurrent basis.►Negotiating up to 60% savings on our contracts by leveraging competitive bidding, SLA-driven agreements, and development synergies to create savings opportunities. -
Manager – Global Customer Operations, Iden Mobile Devices • Global Customer CareMotorola, Inc 2000 - 2004Chicago, Illinois, UsI was appointed to manage the global customer support vision for Motorola’s rapidly growing iDEN handset division, directing an internal team of five employees as well as third-party support organizations of more than 200 contractors providing support to escalated end-user matters from our mobile carriers. In this capacity, I managed our KPIs, quality assurance, reporting, service and product development, developer communities, product safety investigation, and consolidated reporting. Notable achievements:►Leading a service organization that consistently achieved better than 90% client satisfaction ratings.►Decreasing our issue resolution cycle time by 45%, and reducing our backlog by 50%.►Innovating new solutions such as the creation of fee-based support services, and the development of an iDEN Java developer community accelerating the ground-up growth of the application ecosystem.►Influencing and evangelizing new product features and enhancements.
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Manager – Software Releases, Iden Mobile DevicesMotorola, Inc 1999 - 2000Chicago, Illinois, Us
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Strategic Product Planner, Iden MarketingMotorola, Inc 1997 - 1999Chicago, Illinois, Us
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Software Engineer, Iden Mobile DevicesMotorola, Inc Jul 1994 - Jun 1997Chicago, Illinois, Us
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System VerificationAt&T Labs, Inc. 1993 - 1994Dallas, Texas, Us
Milay Gonzalez Skills
Cross Functional Team Leadership
Telecommunications
Vendor Management
Wireless
Mobile Devices
Management
Product Management
Program Management
Strategy
Mobile Applications
Operations Management
Engineering Management
Software Engineering
Software Development
Project Management
Product Marketing
Leadership
Integration
Embedded Software
Testing
Project Planning
Budgets
Six Sigma
Networking
Erp
Competitive Analysis
Product Development
Mobile Technology
Sdlc
Cellular Communications
Product Lifecycle Management
Change Management
Engineering
Wimax
Contract Negotiation
Relationship Management
Customer Service
Strategic Planning
Customer Success
Supply Chain
Call Centers
Business Transformation
Performance Management
Quality Systems
Business Roadmaps
Talent Development
Milay Gonzalez Education Details
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University Of Miami Herbert Business SchoolInternational Business Management -
Florida International UniversityConcentrated Studies In Automatic Control Systems & Biomedical Dsp
Frequently Asked Questions about Milay Gonzalez
What company does Milay Gonzalez work for?
Milay Gonzalez works for Home
What is Milay Gonzalez's role at the current company?
Milay Gonzalez's current role is Enterprise Customer Support Leader.
What is Milay Gonzalez's email address?
Milay Gonzalez's email address is mi****@****ast.net
What is Milay Gonzalez's direct phone number?
Milay Gonzalez's direct phone number is +195451*****
What schools did Milay Gonzalez attend?
Milay Gonzalez attended University Of Miami Herbert Business School, Florida International University.
What skills is Milay Gonzalez known for?
Milay Gonzalez has skills like Cross Functional Team Leadership, Telecommunications, Vendor Management, Wireless, Mobile Devices, Management, Product Management, Program Management, Strategy, Mobile Applications, Operations Management, Engineering Management.
Who are Milay Gonzalez's colleagues?
Milay Gonzalez's colleagues are Magdy Aziz, Jianli Zhang, Ali Hgag, Hajar Arssalane, Lidia Ungur, Dan Powers, Stefan Micula.
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