Milay Gonzalez Email & Phone Number

Florida, United States

Durham, Nc, Us

Promoted in the role and expanded responsibilities to also oversee Customer Success team.

Durham, Nc, Us

Responsible 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

Waterloo, Ontario, Ca

Continue to oversee daily operations and focus on new product and process introductions in support of BlackBerry MDM and CyberSecurity suites.

Waterloo, Ontario, Ca

BlackBerry 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.

Waterloo, Ontario, Ca

As 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.

Chandler, Az, Us

Pacific 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.

Chicago, Illinois, Us

Motorola 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.

Chicago, Illinois, Us

I 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.

Chicago, Illinois, Us

Chicago, Illinois, Us

Chicago, Illinois, Us

Dallas, Texas, Us

Master Of Business Administration - Mba, International Business Management

Bachelor Of Science In Electrical Engineering, Concentrated Studies In Automatic Control Systems & Biomedical Dsp