Nir Galpaz Email & Phone Number

San Jose, Ca, Us

Campbell, Ca, Us

At 8x8, we provide advanced VoIP communication solutions that include voice, video, mobile, and unified communication for small-to-medium businesses and distributed enterprises. Our focus is on enhancing the customer experience by continuously improving our services. Since joining 8x8, we have restructured our teams and invested in employee upskilling and retention. We also leverage digital state-of-the-art AI/ML tools to achieve incremental improvements in our key performance indicators. As a result, we have seen a 17% increase in CSAT, a 50% decrease in customer escalations, and improved operating costs.

San Jose, Ca - California, Us

Video is everywhere. BlueJeans is changing business communications in a way that is more impactful and more powerful than ever before. Together, we help thousands of companies across the globe move their businesses forward while fostering stronger employee engagement with easy, naturally collaborative video meetings.As the BJN VP of Technical Services and Support, I oversee the Advanced Services and Technical Support organization together we created a true world-class service organization who won various awards.

Kanata, Ontario, Ca

As Mitel’s Vice President of Customer service, I was responsible for defining and transforming Mitel’s internal and external customer experience. Responsible for Mitel’s Technical Support and NOC operations for Mitel’s UCaS solutions for enterprise and SMB customers.I was driving major service-related initiatives: Team and site consolidations, CRM integrations Contact center and NOC reorganizations.

Kanata, On, Us

As ShoreTel's Vice President of Customer Life Cycle I am responsible for defining and transforming ShoreTel's internal and external customer experience.Responsible for ShoreTel's customer Lifecycle from On-boarding, throughout the Deployment ,Adoption,Growth, and Renewal.Managing ShoreTel's- Education Services,Channel and Sales Solution Center, Technical Support and NOC operations for ShoreTel's UCaS solutions for enterprise and SMB customers worldwide. Key Accomplishments: Reduce customers churn and book to bill , Improve CSAT in 15% YoY, Improve FCR (First Call Resolution) In 7% YoY, Introduce omni channel interaction tools.ShoreTel, Inc. (NASDAQ: SHOR) is a leading provider of brilliantly simple unified communications (UC) products, powering today’s always-on workforce. Its flexible communications solutions for contact centers and cloud, Recognized for its industry-leading customer experience and support.

Kanata, On, Us

Vice President for ShoreTel global service organization.Responsible for ShoreTel Customer Sucsess, building and managing all aspects of Customer Service,Call Center , Technical Support and NOC operations, for ShoreTel Cloud , UCaS solutions with multiple locations globally providing follow-the-sun 24x7 support for enterprise and SMB customers located worldwide. Experience managing over $150M -MRR -SaaSExperience developing, implementing, and managing the use of appropriate Customer Success tools, procedures, processes, and metrics; including familiarity and management of automated , Customer Health Scores ,CRM tools, developing Call Center infrastructure, case and escalation management procedures, and building and leading a strong 24x7 Services team that strives for the highest levels of customer satisfaction and retention.

Sunnyvale, Ca, Us

Responsible for leading, Operating, high-touch, high-end Juniper Networks enterprise and service provider customers ( AT&T, VERIZON, BLOOMBERG, GOOGLE, AMAZON ,etc)Leading multi-site, multi-tiered Customer Service global teams of senior support engineers, which are responsible to deliver a world-class level of service though direct, partner, and outsourced models.Providing exceptional customer satisfaction by meeting or exceeding service level agreement criteria for key Juniper's customers through solid metrics and KPI’s as well as personal involvement in customer escalations.Increased operational excellence &KPI such as: Time to Resolution, Time to Escalate.Leading cross functional business initiatives to improve customer satisfaction while maintaining operating margins.

Sunnyvale, Ca, Us

Customer Service Director for Juniper fast growing Campus/Branch and Data Center Business Unit (CDBU), leading world wide customer support for EX Switching line, Fabric and Wireless LAN.Role responsibilities include active customer situation resolution, escalation management, development and leadership of associated support teams world wide, customer satisfaction tracking.Increased customer satisfaction indicator by over 25% in 12 months, integrated WLAN support team with no customer impact in 12 months, kept attrition rate below 10 % annually .

Sunnyvale, Ca, Us

Founded and led EX Ethernet switching support team, enabling fast growth of business from $0 to hundreds of $M in 3 years.Led complete transition of Kagoor Networks’ support team to Juniper CS organization. Designed new engineering and sustaining support model, improving response time and bug fix ratio by 15%.

Capitalized and established a world wide customer service organization for post-sales support, professional-services, and education services.Deployed and supported VoIP solutions for Tier 1 Carriers (Singtel, NTT-Com, BT, FT…), strategic partners/ OEM (NSN, Fujitsu, NTT-AT…).

Developed and led pre-sales, professional services, customer support, and education services for systems deployed worldwide in US, Japan, China, and Europe, orchestrating both internal and outsource services.Created product literature for customer presentations, release notes, and application notes.Developed a customer support and integration lab.

Tel Aviv, Il

Provide tier 3 support to RAD’s customers around the world.Traveled internationally to meet with customers and distributors, and provided lectures and presentations on seminars.Configured, installed, and maintained network equipment, and network services across local area networks LAN, wide area network WAN, and remote access.

New York, Ny, Us

Oversaw diverse multi-million dollar projects in computing and networking.Identified and recommended solutions appropriate to customer needs; held responsible for ensuring feasibility of solutions offered through detailed diagnosis of customer requirements.Provided direct support to customer in analyzing, troubleshooting, and resolving product-related issues.