Phillip Pigg Email & Phone Number

Raleigh, North Carolina, United States

Research Triangle Park, NC

• Recruited and selected by VP to handle escalations that were not processed through formal established process. Focused on complex, c-suite issues with $200M+ value. Analyzed and created next action plan for each.
• Collaborated with Hybrid Cloud Project Office to assist with formal client escalations, engaging with escalation owner, analyzing issues, creating action plans, and implementing corrections.
• Worked directly with support and development management, providing status of all escalations, reviewing all technical information, developing resolution, and partnering with management to determine ownership.
• Organized internal and external client calls, ensuring client understood actions needed to be taken, confirming accountability, discussing blockers, and preparing executive update.
• Aided Software Sales Account team with direct client concerns and examined internal reporting tools, reducing escalations and improving client satisfaction
• Consulted with 1st line support management, gaining knowledge and proactively working to prevent potential escalations

Research Triangle Park

• Led teams to address escalations that were formally opened. Collaborated with client to determine appropriate conditions of satisfaction and exit criteria. Organized internal calls to verify that all teams were making.
• Served as software resolution focal / escalation expert for multiple software product within Hybrid Cloud Lab including: APIC, DataPower, IIB, Cast Iron, MQ, PureApplication System, Aspera, WebSphere Application.
• Worked directly with support and development management, providing status of all escalations owned, reviewing technical information to confirm resolution requirements, and assigning ownership.
• Updated internal escalation tools per process. Minimum once a week or when significant changes were made
• Drove workload and consistently met deadlines, averaging 8 escalations per month with 14+ during certain product cycles.
• Mentored 5 critical situation managers, providing on-going coaching and creating high-performing team.

Research Triangle Park, NC