Fueling customer success through leadership with business, customer, and team growth. Leading a high-performing team of seasoned Customer Success Account Managers (CSAM) that are well versed in cloud adoption, program delivery management practices, and technology trends. Accountable for end-to-end service program delivery for Ontario Public Sector customers, representing Customer Success throughout all deal phases while demonstrating a critical partnership with internal and external… Show more Fueling customer success through leadership with business, customer, and team growth. Leading a high-performing team of seasoned Customer Success Account Managers (CSAM) that are well versed in cloud adoption, program delivery management practices, and technology trends. Accountable for end-to-end service program delivery for Ontario Public Sector customers, representing Customer Success throughout all deal phases while demonstrating a critical partnership with internal and external stakeholders, and serving as the primary leadership point of accountability and escalation for my portfolio of customers. With direct people management responsibility for Customer Success Account Managers I am responsible for driving customer satisfaction, customer effective use of Microsoft’s cloud platforms, consumption, growth and fulfilling Support contractual obligations. Show less

Responsible for the end-to-end service delivery to Microsoft’s public sector customers across Ontario, including provincial government, cities, municipalities, and healthcare customers. Representing Microsoft Services as the single point of accountability and escalation point for my portfolio of customers. In this role I have direct people management responsibility for both Consulting & Support Delivery and Relationship Management resources. I supervise the services delivery of my team with the… Show more Responsible for the end-to-end service delivery to Microsoft’s public sector customers across Ontario, including provincial government, cities, municipalities, and healthcare customers. Representing Microsoft Services as the single point of accountability and escalation point for my portfolio of customers. In this role I have direct people management responsibility for both Consulting & Support Delivery and Relationship Management resources. I supervise the services delivery of my team with the goal of driving customer satisfaction, cloud adoption, services revenue growth & profitability. Show less

Responsible for the end-to-end service delivery to Microsoft’s retail, telecommunications, municipality & healthcare customers in the Greater Toronto Area. Representing Microsoft Services as the single point of accountability and escalation point for my portfolio of customers. In this role I have direct people management responsibility for both Consulting & Support Delivery and Relationship Management resources. I supervise the services delivery of my team with the goal of driving customer… Show more Responsible for the end-to-end service delivery to Microsoft’s retail, telecommunications, municipality & healthcare customers in the Greater Toronto Area. Representing Microsoft Services as the single point of accountability and escalation point for my portfolio of customers. In this role I have direct people management responsibility for both Consulting & Support Delivery and Relationship Management resources. I supervise the services delivery of my team with the goal of driving customer satisfaction, cloud adoption, services revenue growth & profitability. Show less

Responsible for delivering value to our enterprise customers and Microsoft by developing and maintaining high performing teams that deliver quality support and health services in a profitable way. Held accountable for customer satisfaction, utilization, achievement of profitability targets and employee satisfaction.

Founded in 1985 StarTech.com is a manufacturer of hard-to-find connectivity parts. Since its inception, StarTech.com has been dedicated to making IT professional’s jobs easier by helping them identify, find and get the connectivity parts they need to enable their solutionsResponsible for all aspects of pre & post sales support for StarTech.com’s Distributor, Reseller & End-User customers. Supporting & contributing to rapid business growth on 2 continents by building an organization that… Show more Founded in 1985 StarTech.com is a manufacturer of hard-to-find connectivity parts. Since its inception, StarTech.com has been dedicated to making IT professional’s jobs easier by helping them identify, find and get the connectivity parts they need to enable their solutionsResponsible for all aspects of pre & post sales support for StarTech.com’s Distributor, Reseller & End-User customers. Supporting & contributing to rapid business growth on 2 continents by building an organization that delivers high quality, cost effective and scalable service & support. Show less

Responsible for all aspects of post-sales support for Logitech’s Harmony Remote line of products. Built & led a customer support organization from the ground up to one employing over 100 Technical Support staff & multiple 3rd party vendors with contact centres on 3 continents, supporting a global customer base in 12 languages. Oversaw a budget of $10 million dollars annually.Responsible for driving understanding and improvement of the customer experience that Logitech Harmony Remote… Show more Responsible for all aspects of post-sales support for Logitech’s Harmony Remote line of products. Built & led a customer support organization from the ground up to one employing over 100 Technical Support staff & multiple 3rd party vendors with contact centres on 3 continents, supporting a global customer base in 12 languages. Oversaw a budget of $10 million dollars annually.Responsible for driving understanding and improvement of the customer experience that Logitech Harmony Remote delivers through products, software services and support.- Over a 4 year period, reduced the cost of support operations from 15% to < 7% of net revenue.- Through the creation of a highly positive customer support experiences made a significant contribution to one of Logitech’s fastest growing lines of business by generating positive word of mouth.- Ensured scalability (supporting business growth and seasonal demand) of support operations by transitioning from 100% internal support operations to a model that utilized global outsourcing partners.- Contributed to consolidation of Logitech outsource contact centres from over a dozen to a single, global partner. As a result, Logitech has been able to improve Customer Satisfaction & Net Promoter scores to industry leading levels, and reduce cost per support transaction by over 25%.- Led the design & implementation of the complete support experience for a new product (Revue with GoogleTV).- Led customer advocacy initiatives & closed loop feedback mechanisms across the broader organization to understand customer needs, & expectations, enabling Product Marketing to drive product & service improvements.- Designed & implemented policies, tools & processes in order to transition from a free to fee-based support model, resulting in annual operational cost savings of >$1M, while maintaining a high quality support experience. Show less

Reporting to VP & GM of the business unit, responsible for development of customer support & service strategies, implementation of projects in support of those strategies and driving performance of global support operations for Logitech’s Harmony remote product line.- Built & led a team of up to 100 Technical Support staff, analysts, developers & project managers delivering on all aspects of support, readiness & operations.- Developed a powerful support tool-kit, which resulted in a… Show more Reporting to VP & GM of the business unit, responsible for development of customer support & service strategies, implementation of projects in support of those strategies and driving performance of global support operations for Logitech’s Harmony remote product line.- Built & led a team of up to 100 Technical Support staff, analysts, developers & project managers delivering on all aspects of support, readiness & operations.- Developed a powerful support tool-kit, which resulted in a 50% reduction in incident escalation rate, 20% improvement in first contact resolution, & global consistency in the support experience.- Successfully executed organizational development project which enhanced key employee behaviours and resulted in positively impacting the customer experience. Show less

As a core member of a start-up company, built a support organization from scratch, into one delivering outstanding support experiences to a global customer base. This was a key factor in the decision for Logitech to acquire Intrigue Technologies.- Responsible for all aspects of facility management.- In support of growing business, planned and moved entire company into a new 10,000 sq ft office.

Managed a team of 15 technical and application staff to deliver installation, application training & technical support for image guided neurosurgery navigation system sold primarily to North America and Europe.- Project managed the installations, product upgrades, Field Change Orders & clinical product demonstrations ensuring customer’s needs were met in a timely manner.- Interfaced with Sales, customers, 3rd party services & engineering to ensure complete and accurate Site Planning… Show more Managed a team of 15 technical and application staff to deliver installation, application training & technical support for image guided neurosurgery navigation system sold primarily to North America and Europe.- Project managed the installations, product upgrades, Field Change Orders & clinical product demonstrations ensuring customer’s needs were met in a timely manner.- Interfaced with Sales, customers, 3rd party services & engineering to ensure complete and accurate Site Planning information allowing smooth, product delivery and integration.- Managed and provided technical & application support for a worldwide customer base of end users and partner companies including 7x24 “Hotline”.- Developed and delivered technical training courses and workshops, of up to a week in length, to partner company service engineers and end users. Show less