Ron Resavy Email & Phone Number

Accomplished Customer Support, Success, and Operations executive leader with an 15+ year track record of developing and evolving dynamic customer facing organizations and strategies. I guide technical and complex customer support organizations of all sizes from smaller, early stage SaaS Support groups to larger, multi-product, global support centers. I have both built successful support organizations from the ground up and scaled existing operations to reach increased levels of maturity. In doing so, I have found success by making data-driven decisions, embracing technology (AI), and optimizing support infrastructures.I also enable organizational advancement by driving Customer Success teams/programs anchored on value, protection of revenue, generation of growth opportunities, and profitability. I continue to be trusted executive advocate who focuses on creating a differentiated customer experience and delivering positive ROI outcomes. My role has been to be the voice of the customer acting as the bridge between the customer and the company. I have cultivated high-performing teams through diverse hiring, role-model culture carrying, excellent cross-functional relationship building, and accountable alignment with top-level goals. I have continually exercised change management practices leading several M&A integrations as well as supervision within a private equity ownership environment.Below is a selection of more recent accomplishments from my time with Billtrust: • SUPPORT: Maintained consistent customer support satisfaction levels of 95% by employing a culture of accountability especially through periods of adversity and change.• SUCCESS: Drove customer success team NPS to over 70 and achieved 118% net revenue retention through strategic alignments, proactive communication, and technical problem solving.• OPERATIONS: Achieved and maintained a transactional keying error rate of one-tenth of one percent, by developing and implementing a rigorous quality program.

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  Penn State University

  Biology