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 improved by more than 50%, and the business was awarded Best in KLAS for two consecutive years.• 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.• Spearheaded processes and interactions with Development teams and content leads resulting in higher product quality and less time spent in meetings.• The "Go To" guy for high stakes and C-Suite escalation resolution • Developed key metrics dashboard and customer experience scorecards used to track KPIs across Premier.• Guided a department through changes associated with an acquisition with minimal churn.• Applied continuous improvement principles to achieve productive and efficient business operations.• Maintained executive oversight of all department operations, reporting on a regular basis to executive leadership.• Actively mentored managers and account managers.• Instigated new policies and procedures improving the morale and cutting prior turnover rates in half.• Achieved record-setting client retention levels > 98% through improved processes and programs at each phase of the customer Lifecycle.

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.