Ran Geller Email & Phone Number

Tel Aviv-Yafo, Il

Tel Aviv-Yafo, Tel Aviv District, Israel

Tel Aviv, Israel

• Successfully led the transformation of the support team to effectively support a self-service SaaS B2B platform.• Achieved a remarkable increase in effectiveness by enabling customers to autonomously find solutions and resources through a self-serve approach.• Consistently exceeded support key performance indicators (KPIs), including customer satisfaction scores, resolution time, and system uptime, through a proactive and results-driven approach.• Oversaw a diverse range of domains, including Global Customer Support, IT, Security and Compliance, and FinOps.• Demonstrated a strong focus on data analysis, using actionable insights to drive continuous improvements and exceed customer expectations. • Implemented security policies, processes, safeguards, and procedures to enhance company's security posture.• Managed AWS hosting spend for maximum operational efficiency and financial performance.

Israel

• Achieved exceptional 98% customer satisfaction score with glowing customer feedback, demonstrating a dedicated focus on outstanding customer satisfaction.• Enhanced customer experiences through streamlined support operations, integrating various tools to maximize team effectiveness.• Established from inception and managed the Global Customer Support team for the SaaS video creation platform, reporting to SVP Operations.• Led the recruitment, training, and management of a diverse global team of support specialists across multiple tiers and skillsets.• Initiated and implemented support procedures, processes, and key performance indicators.• Established and maintained a robust Help Center, equipping customers and support agents with accurate information for enhanced self-service and support efficiency.• Collaborated with Product, R&D, and Professional Services teams to improve service quality, supportability, and availability.• Created and implemented technical tools and work protocols to detect potential service issues in a proactive manner.

• Inspired teams to exceed service level, quality, and timeliness goals, enhancing customer value and satisfaction.• Ensured customer satisfaction through effective communication and on-site solutions.• Proactively resolved conflicts, resulting in higher renewal rates and enhanced customer retention and satisfaction.• Managed and monitored all technical support activities for Value Added Services (VAS) in Southeast Asia.• Led a team of 10 Success Managers who served as focal points for strategic customers.• Promoted company products, renewing existing Service Level Agreements (SLAs), and expanding the range of services offered.• Participated in strategic pre/post-sales efforts, resolving performance and support issues.

• Exceeded operational standards with optimal SLA response time, reduced faults, and high system stability.• Enhanced systems and service levels through customer satisfaction survey analysis and collaborative efforts with R&D for optimization and debugging.• Actively participated in strategy meetings and decision-making processes as a member of the management team, reporting to the VP• Established and managed (direct and matrix) the worldwide VAS tech support group for Voice Products.• Led recruiting processes, training, and mentoring of large teams in Israel and abroad.

•Management of the Voice Mail, Call Completion, MMS, and Mobile Internet Gateway services.•Set work procedures and protocols, implementing work and service processes to achieve targets and goals.•Budget management of $800K annually, divided between HR, infrastructure, training, and travel costs.•Conducted ongoing work meetings with R&D engineers to improve product quality and availability in order to achieve full customer satisfaction.•Management of support teams in Israel (3 team leaders, 21 expert-level engineers) and in India (1 team leader, 16 basic-level engineers), delegating work, creating schedules, providing training and ongoing supervision.•Responsible for providing services to over 300 customers, mainly in Europe and the Far East.•Member of the Management Forum, party to decisions on work methodology, future products, developments, and upgrades.

•Management of HCL, the subcontractor providing human resources and program developers.•Established the unit from inception, including facilities, computers, programs, and infrastructure.•Recruited, trained, and managed 16 support engineers, implementing procedures and policies while taking into account cultural differences. •Budget management, set work plans and success and productivity indicators for achieving targets and goals.•Created and executed training programs that contributed to a low rate of attrition and employee retention.

• Management of 5 customer support expert engineers, including work allocation, supervision, setting targets and goals.• Provided creative solutions for complex debugging problems. Worked with multiple interfaces including system, networking, and telecom.• Formulated technical procedures and protocols for customer service processes.• Provided technical support at customer locations around the world.• Built and executed technical training programs.

Specialized in providing remote support to service engineers and customers throughout the world (24/7).• Provided technical support for complex problems, also during the delivery phase (lab and field tests).• Built and executed trainings for advanced Voice Mail support.

Mba, Marketing

MBA, major in Marketing

Education record

B.A. in Business Administration, major in Finance & Capital Markets.