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.

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.

• 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.

• 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.

• 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.