Randy Stuart Email & Phone Number

Lehi, Utah, United States

• Managed multiple geographically dispersed technical support teams consisting of onsite and remote staff providing support for Oracle hospitality on-premise and cloud-based products.
• Led collaboration efforts between account management and support, improving overall customer experience.
• Performance-based management of team members to target departmental KPI’s.
• Escalation and incident manager for both Hospitality and Covid-19 TLS (Therapeutic Learning System) products. Coordination of teams within and outside of support.

Greater Salt Lake City Area

• Developed and drove key initiatives that defined a new world-class customer experience for thousands of TheraDoc\Premier customers using complex, critically important High Availability applications.
• Orchestrated the development and implementation of a new customer support experience for the TheraDoc Product, improving customer retention, usage, and overall customer satisfaction. As a direct result, NPS scores were.
• Guided and shaped the sourcing strategy for customer-facing processes and services.
• Managed a diverse group of talented teams, consisting of front-line support analysts, account managers, Oracle DBAs, and developers.
• Cross-functionally improved new client implementation processes, reducing time to go live and associated processes by 20%.
• Implemented customer initiatives shifting support of the product from Premier to the consumer resulting in 34% reduction in call volume.

Greater Salt Lake City Area

• Responsible for administration, hiring, technical training, mentoring, and team building. Key Achievements:
• Designed and implemented a cross-training process for support staff.
• Improved team’s knowledge of the TheraDoc application resulting in improved time to resolution.
• Implemented an upgrade preparation process, resulting in fewer mistakes and last minute cancellations.
• Awarded MVP award “Focus on the Customer” a result of accomplishing a major business goal, drastically improving the level of Support provided to our clients.

Salt Lake City

Managed technical issue resolution and customer relationships for top revenue strategic accounts. Acted as an escalation point for other account managers.