Robert Kinsella Email & Phone Number

California, United States

Directing all areas of support enablement for product launch of commercialized electric aircraftAccount management for critical early access program customers, and unique military adjacent programs, providing deadline support for all product service needsDriving improvement of process interconnectivity within the broader organization including product delivery, field service and repair, pre and post sales processes

Palo Alto, California, United States

Operationally spearhead a brand new support program within a sub 50 person start up environmentCollaborated with executive leadership to budget and scale support needs for a forthcoming B2B and B2C offering Oversaw and drove every aspect of our support infrastructure including CRM deployment, escalations paths, and channel enablementProgram managed pre-launch product testing, including inventory control, user engagement, firmware rollout and release note publishing

Program managed and rapidly deployed support and operational infrastructure including CRM deployment, knowledge-base development, content authorship, channel enablement (email, phone, chat), and call center readiness for a new SaaS and hardware product offeringCross collaboration with e-Commerce, Logistics, Product, and Engineering teams to define and deploy escalation paths and informational pipelinesVendor management of product installation partner, developing and executing on clear service expectations and escalation resolutionDeveloped and authored ~100 unique resource articles, defining the tone and voice of a developing support team

Oversaw and directed a brand new support initiative for a bleeding edge SaaS and hardware solutionCRM (Zendesk/Saleforce/Netsuite/Jira/Confluence) development, including rule automation, telephony integration, and reportingWorked cross functionally with entire business to scale support needs: Logistics, Product, Engineering, Finance, and Supply ChainOn-site and vendor management of near 24/7 support initiative, servicing North America and EMEAOperationally drove and guided efforts that yielded a 30% CSAT improvement, to a consistent average of 89%

San Mateo, California

Managed two teams within Customer Support organization: The CS Training Team and Agent Readiness (AR)Developed and hired the AR Team to tackle unique department pain points including: warranty fraud analysis/ prevention, E-commerce support, and advanced tier 3 support for prosumer productsProgram managed CRM (Salesforce) enhancements to streamline tier 3 escalationsDirectly responsible for the ongoing learning and development of 300+ team members globally

San Mateo, Ca

Operationally lead and supported a near 24 hour global support infrastructure, via chat, phone, and emailHandled 25% of all BBB complaints in the U.S, providing tailored solutions and contributing to an A+ ratingPersonally trained and prepped GoPro’s first Chinese call center as part of increased focus on APAC sales and supportDeveloped and implemented metrics and measurements for success for Customer Support Representatives across the organization.Provided direct feedback and development of CSRs, yielding 5 promotions into leadership roles from within my team.

San Mateo, Ca

Excelled in customer facing troubleshooting and support for all areas of the companyProvided consistent technical support and coverage in primary global markets; APAC, EMEA and USProvided 100% awesomeness to every interaction

Santa Clara

An incredible 5 year journey of training and mentoring ~ 1K new team members, and supporting industry leading product launches in the highest grossing retail environment of its time.