Priscilla Bishop Email and Phone Number

I was responsible for building and managing a product support team which included US, Bangalore India, and Canada resources. We were responsible for supporting Tangoe's MDM, rTEM and Matrix products.• I facilitated daily triage meetings with the product support team to allow each of us to brainstorm together to help each other on resolving complex customer issues. This helped to move customer issues along much more quickly to resolution.• When necessary I ran 15 minute triage meetings with development to discuss issues support deemed necessary to escalate. • I communicated on a regular basis with product management teams and development teams to ensure all the product support team members were properly trained on new products being released.• I performed ‘one on one’s’ with my team members to ensure their needs were being met to successfully perform their jobs.• I monitored tickets daily, within the CRM system, to ensure all customer tickets were being addressed as quickly as possible.• I maintained a pulse on all tickets assigned to ensure customer issues were being addressed appropriately.• I was pro-active in assisting critical customer issues and was frequently called to participate in customer meetings.• I facilitated weekly triage meeting with various stakeholders throughout the company to ensure all voices were heard concerning the latest status of customer issues.

When I first joined Tangoe in February 2011, I was the sole product support engineer for Tangoe's MDM (Mobile Device Management) solution. Tangoe's MDM solution provided a client application supported on iOS and Android devices with a Windows server back-end. As demand grew with Tangoe's MDM solution it was necessary to grow the product support team to handle 24 X 7 support. I played a major role in growing the product support team to include 6 members in the US and 5 members in Bangalore. • I trained and mentored new product support team members. • I monitored daily all customer cases within the CRM (Salesforce) system and ensured that all cases were being addressed. • I chaired 15-minute daily triage meetings with Development and Quality Assurance for direction on next steps for customer issues.• I personally handled over 300 cases per year with a combined total of over 1,000 cases per year among the team.• I performed troubleshooting techniques to identify the customer issue as an end-user device issue or a server issue.• I chaired remote meetings with customers to get as much information as possible on issues they were having with either their devices or their MDM server.• I escalated customer issues only when all resources in Support were exhausted.• I ensured that development received complete information on each escalated issue, including reproducible scenarios, data, and logs.

Assigned to resolve high visibility critical customer software issues, which if not resolved could negatively impact their business. The solutions involved writing diagnostic software for complex problems, debugging and resolutions. Recognized as the "go to" person for a complete class of critical customer product related issues, and frequently called to participate in conference calls. Also responsible for organizing and presenting programs to enhance the skills of junior level staff in the resolution of customer issues.