Rick Friend Email & Phone Number

Arizona, United States

Taking charge of Client Success Solutions group within Account Management Operations by assisting in all aspects of the Account Managers for the Enterprize, Key, and Mid-Market Accounts.Gathering processes from all internal related groups to ensure processes and policies are kept in alignment to ensure an Amazing Customer Experiance.

Scottsdale, Arizona, United States

* Providing leadership, expertise, adoption recommendations, and direction on multiple large-scale complex projects, negotiations, and rollouts from a technical perspective and with project management.* Maintaining all records for customer milestones and project management to ensure successful deployments within their portfolio. * Serve as a key point of contact for Account Management team & customers and interface with all areas affected by projects including customer POCs, channel partners, channel managers, and internal staff. * Identifying trends in issues that may affect customer satisfaction levels and consistently communicating them to management in measurable terms.* Maintaining accurate and current records of customer information in proprietary customer tracking software.* Ensuring that Nextiva’s best practices and methodologies are adhered to on a consistent basis.

Scottsdale, Az

• As a Retention Specialist I nurture the customer relationship and act as a sales enabler to drive re-purchase loyalty toward Nextiva equipment and services• Taking live escalation calls and addressing any potentially negative social media reviews, BBB, or FCC complaints, I gather pertinent information to resolve customer issues to retain a revenue stream• Negotiate and collect Early Termination Fees associated to customers contract terms when an alternate resolution to early termination is not agreed upon• I coordinate service activities with Nextiva’s Sales and Technical Support teams to ensure all customer needs and expectations are met• I preform Root Cause Analysis including incident and problem management activities to improve process flow and direction for all Customer Relations employees

Scottsdale, Arizona

• Deliver Level 2 support, for larger corporate accounts• Troubleshoot software and hardware, issues to bring swift resolution for communication problems including but not limited to LAN or WAN issues• Configure custom and ISP routers for VOIP and PC connections• Design and implement custom call routing for Auto Attendance, Call Groups, Call Centers and overall call flow

Phoenix, Arizona Area

• Deliver Level 3 support, meeting individual and team performance objectives while simultaneously running multiple projects• Take ownership of issues encountered by the customer and work with internal and external team members to improve the business as a whole• Troubleshoot and document software and hardware issues to preempt future problems• Develop and oversee internal projects to assist the team with overall customer satisfaction• Proactively perform health checks and diagnostics on customer fleets• Ensure customer satisfaction with the product and billing• Work with customers IT and 3rd party dispatch IT to install or troubleshoot proprietary software insuring bi-lateral communication between Trimble server farm and customers LAN, including database storage for future reporting • Create and deploy training videos for external and internal personnel• Troubleshoot Cellular and GPS connection for accurate tracking of customers fleet

Fremont, Ca.

• Sales of multiple brands of home and commercial appliances to individuals and contractors• Management of retail store including personnel scheduling, oversee stock levels and merchandising displays• Establish sales staff goals and quotas• Earned fast track promotion from Sales to Store Manager• Assisted in development of special order tracking system used company wide• Increased store monthly sales, exceeding an average of 20% over projected quota

Redwood City, Ca.

• Coordinate and manage relationships between cable and DSL partner service providers and @Work Technical Support Engineering organization. Main objectives included identifying and resolving vendor partner related problems and issues, and proactively implementing solutions to prevent future problems• Analyze data relevant to current service level agreements, communicate and implement necessary process improvements, then create and deploy appropriate implementation plans• Assemble key personnel and external vendors to develop agreements and requirements for new products being introduced or partnerships being formed• Develop methods of tracking, analyzing and reporting of statistics which help provide resolutions for systematic problems associated with service providers dealing with call center hold times, MTTR (mean time to repair), and best practices

San Jose, Ca.

• Maintain 250(+) POPs (Point of Presents) throughout the US, that house between five and 50 servers for all corporate, small office and home office Internet connections• Manage California staff of 49 employees and staff in Texas of 80, including warehouse personnel, Network Analysts and 24/7 Technical Support Engineers• Produce monthly reports on equipment stock levels, maintaining proper inventory and oversee configuration and shipping of all customers network WAN equipment• Document network outages, track and report customer support levels for the 24/7 call center• Train personnel in processes and escalation procedures• Supervise and test data line installations between customers, POPs, and telephone companies• Develop and enhance processes and procedures for installation and ongoing technical support for all dedicated data lines from Frame to OCX• Develop and document processes and procedures for installation and ongoing customer support for SDSL product launch• Progressed from Installation Coordinator, Circuit Analyst, Network Analyst, to Manager of Network Operations, Installations and post Technical Support for all dedicated connections