Richard Schott Email & Phone Number

Indianapolis, In, Us

Menlo Park, Ca, Us

Menlo Park, Ca, Us

Menlo Park, Ca, Us

Responsible for roadmap vision and execution for the PureCloud platform integration strategy. Identifying and delivering strategic integrations to enhance our contact center offering and provide the necessary infrastructure for our partner ecosystem to extend those integrations into new offerings.

Indianapolis, Indiana, Us

Serving as the voice of the customer and in in-house subject matter expert for server side integrations and integrations infrastructure for the PureCloud contact center platform.

Indianapolis, Indiana, Us

Defining product requirements, then converting business use cases into User Stories and Development Tasks within the JIRA backlog. Managing/grooming the development teams' JIRA backlogs to ensure that upcoming stories are ready to be worked. Working with Dev Team Scrum Master to set sprint goals and lobby for critical work to be taken up as part of the sprint in order to hit those goals. Have overseen the release/updates of numerous integrations to systems like: Salesforce, Zendesk, SAP CRM, Oracle Service Cloud, Oracle Siebel, Microsoft Dynamics CRM, and Skype for Business.

Indianapolis, In, Us

Managing the on-boarding of new customers to ensure their long term success with their new products and services.Successfully implemented a New Customer Scorecard to gauge the successful on-boarding of new customers. Scorecard created a simple grading system that was shared with both the product operator and business stakeholder to create a transparent appraisal of the implementation process. This scorecard was then used to create corrective action recommendations where applicable. New customers showed a marked improvement in terms of proficiency with the products, as well as a 50% reduction in the average time to implementation using the scorecard program.

Developing multi-media educational content for video production professionals.Managing fee based aftermarket support for a range of professional video hardware and software products.

San Francisco, Ca, Us

Served as the “in house” thought leader; integrating cineSpace software into THX operationsSuccessfully executed the project of transitioning technology, software development, sales, and operations of acquired software productsCoordinated world-wide pre and post-sales customer support efforts in order to maintain sales pipelines for transitioning software products.Coordinated with cross-functional teams within the organization to deploy the software into other facets of the company’s operationsServed as Product Owner, guiding software development through an off-shore engineering teamDrove strategic planning for software product roadmapsDeveloped Product Specification Documents for next generation productsCreated and administered a web based educational series that doubled as promotional pieces for our software offerings The program included a detailed registration component that allowed for direct conversion into sales leads. Created a location based, seminar style education program designed to both educate the existing customer base, as well target new audiences for our products.Included soliciting and securing marketing and content partners to expand the potential audience Managed all logistical aspects of producing the seminar, including venue and equipment needs, mutli-media content production, print content production and distribution, and distribution of all relevant marketing materials for both THX and the seminar partners.

Implemented a “customer satisfaction metric”; including analysis of the survey results to identify areas of strength for the company and areas of opportunity for growth and improvement.Maintained a customer satisfaction rating nearly 7 times the national average through a combination of timely and effective customer support and a rigorous education programImplementation and maintenance of Salesforce as a shipped product database and CRM system for tracking Customer Support and Service issuesWas able to multi-purpose the Salesforce installation to handle RMA management; diagnosing hardware issues and repairing/replacing products/components as necessary. Established 4 international service centers, including the training program for technicians on the operation, assembly, and repair of the product lines, and managing their consignment inventory stock.Service centers reduced international RMA ticket closure times by 50%, and reduced overall RMA shipping costs by 25%Utilized feedback from customer support contact to focus engineering resources for the Davio product line. Focused product development to improve year over year sales by 60%Created testing and documentation procedures for final release through coordination with engineering and software development teams Provided phone, web, and on-site workflow consultations and training for the entire product line to ensure customer satisfaction.Managed worldwide support team to ensure timely resolution to customer inquiries and requests, and warranty repair instances.

Indianapolis, In, Us

Assisted with set-up and tear down of studio sets, including: lighting, audio setup, camera setup, script review, teleprompter operation, and studio camera operation.

Bs, Business Administration And Management, General

Education record