Robert Feil Email & Phone Number

New York, Ny, Us

• Lead a team responsible for post-production operational customer support and strategic incident management for enterprise clients, ensuring seamless service delivery and adherence to SLAs (97% SLA fulfillment for 2023-2024, surpassing the 80% contractual obligation) • Developed and implemented a scalable customer support model across North America and APAC, including a comprehensive framework for onboarding new clients and transitioning products into production, ensuring a seamless and consistent experience for all stakeholders • Collaborate with professional services, product, and engineering teams to transition new clients and solutions into production, establishing a scalable customer support model • Act as a trusted advisor to clients, facilitating strategic discussions to align services with business objectives and improve client satisfaction • Develop and execute operational strategies that optimize resource utilization, streamline workflows, and deliver a consistent client experience • Coach team leaders (NA, APAC) to enhance their capabilities in workload management, issue resolution, and prioritization, contributing to overall team performance improvements

Thames Ditton, England, Gb

• Managed a team of 11 engineers across Tier 2 and Tier 3 support levels, providing strategic direction for the customer support of seven enterprise software products • Designed and implemented scalable customer support models that increased team productivity by 20% and improved customer NPS scores by 18% over two years (and maintained those scores for four years) • Partnered with cross-functional stakeholders—including C-level executives, sales, and product teams—to deliver best-in-class client services and ensure alignment with corporate objectives • Realized $180,000 in annual savings by identifying and addressing inefficiencies in hosting fees while improving service quality • Oversaw the successful deployment of multiple major software releases, leading transition plans and post-launch customer support strategies • Established a knowledge-centric culture by introducing knowledge base improvements and regular training sessions, reducing escalations by 25% • Developed Salesforce dashboards and reports to monitor KPIs and identify trends, driving data-driven decision-making

Thames Ditton, England, Gb

• Led the resolution of high-priority, complex client issues, coordinating with product and engineering teams to deliver timely solutions • Directed training initiatives to transition routine tasks to Tier 2 customer support, enabling Tier 3 engineers to focus on escalated issues • Identified and deployed bug fixes in production environments, ensuring minimal disruption to client operations • Managed multiple client environments within Microsoft Azure, ensuring compliance with SLAs and maintaining system performance • Reduced resolution times for high-priority issues by 15% through proactive troubleshooting and cross-department collaboration • Played a key role in the migration of production cloud servers, ensuring zero downtime for clients

• Designed and developed software solutions in C#, JavaScript, T-SQL, and HTML/CSS, contributing to the development of scalable, client-facing applications • Collaborated with cross-functional teams, including QA and product management, to execute Agile workflows, ensuring high-quality software delivery through end-to-end testing and bug resolution • Played a critical role in understanding client requirements and translating them into technical deliverables, showcasing the ability to bridge technical solutions and client needs—a foundation for future leadership in professional services • Gained experience with enterprise-level tools such as Visual Studio, Team Foundation Server (TFS), and SQL Server, further strengthening technical and project management skills integral to overseeing complex implementations

• Provided frontline technical support for enterprise clients, troubleshooting software issues and delivering customized solutions • Led the customer support transition of a new client-facing product line, including training team members and establishing escalation procedures • Increased first-call resolution rates by 10% by streamlining customer support processes • Improved the knowledge base through strategic setup and organization, enhancing the team's ability to resolve recurring issues • Recognized for exceptional client service and problem-solving skills, receiving multiple employee accolades

Englewood, Co, Us

• Coordinated human resources (HR) activities with business partners, human resources managers, and team members to ensure that required HR tasks are completed on time and to expectations • Screened resumes to determine whether previous experience and work history are appropriate for specified job descriptions• Conducted phone interviews with candidates to determine if there was a potential match with job openings• Maintained working knowledge of DISH Network HR policies and procedures to be able to communicate with departments on all HR and corporate initiatives