Pete Robie Email & Phone Number

Costa Mesa, Ca, Us

Irvine, California, Us

Built global support infrastructureStandardized call handling process for Follow-The-Sun supportIntegrated knowledgebase using KCS certified procedure into Call Managment SystemStandardized all procedures for Customer Satisfaction, Loyalty and Experience Staffed global centers to support multiple languages and time zones

Consolidated multiple call managment systems into standardized systemIntegrated knowledgebase int system using KCS methodology Developed cross-training program to take advantage of technical expertise within the support organization

Irvine, Ca, Us

Senior Vice President of CustomerCare Achieved 99% customer satisfaction and 95% Net Promoter Score (NPS), which enabled the maintenance business to grow from $800K to $100M in annual revenue.Recognized as the 2017 IT Support Team of the Year gold winner as awarded by the Network Products Guide for CustomerCare.Successfully integrated 3 major companies acquired by Vision Solutions. This included all aspects of the operation from systems to staff.Virtualized StaffVice President of CustomerCare & Professional Services 2005-2010Evaluated and aligned existing staff to their skill sets, recruited and trained additional staff to support new objectives, and improved efficiency by implementing streamlined, technology-based processes.Established services offerings for Professional services.Implemented scheduling and delivery of customer services in both the SMB (Small to Medium) and Enterprise Business.Vice President of CustomerCare and Sustaining Engineering 2001-2005Responsible for all daily operations within the support center. This includes all aspects of staffing, maintaining and improving customer satisfaction ratings, and corporate communication of customer satisfaction issues.Redesigned telephone system and Call Management System to track and develop historical information for support and product issues.Developed e-Support site for customer call reporting and knowledgbase.Developed process for Service Pack Releases.Developed event and annual survey’s to track customer satisfaction ratings.Increased maintenance revenue by 30% by creating support offerings to fit the needs of the customers.Maintained a 95% retention rate of maintenance contracts.Successfully implemented the Service Capability & Performance (SCP) Support Standard certification 4 straight years as audited by Service Strategies Corporation. Increased the total certification index score each year

Director of North American Response Center 1999-2001Responsible for all daily operations within the support Center. This includes all aspects of staffing, maintaining and improving customer satisfaction ratings, corporate communication of customer satisfaction issues.Obtained SCP certification for Support Centers in Dublin and North America for 2000/2001Director European Support Center, Dublin Ireland 1998-1999Fourteen-month assignment in Dublin. Staffed European Support Center with multi language engineers to service European & South African install base.Equipped center with tools required to manage calls i.e., Call Link, ScopusManaged staff to perform World Class support, training, general customer satisfaction skills, and call managementManager International Technical Support 1993-1989Manage second level technical support group for subsidiaries’ remote and onsite support.Management of customer support agreements for Latin America, Middle East and Asia/Pacific.WW Technical Integration and Product Support 1989-1993Responsible for service planning of all new products. This included complete preparation of the service organization from training to pricing.Responsible for third party hardware relationship, second level training, and escalation procedures.International Technical Specialist 1984-1989Responsible for the initial installation and technical success of the FileNet system.Onsite support in all countries around the world.

Computer Science

Wildland/Forest Firefighting And Investigation