Robert J. Quezada Email & Phone Number

San Jose, California, United States

Remote

• An experienced leader in Technical Support/Global IT with a proven track record:
• Developing and executing comprehensive support strategies for global IT operations.
• Focusing on fostering a world-class service experience through a metrics-based and solution-oriented approach.
• Managing, mentoring, and coaching team members to drive professional growth.
• Providing career development planning and guidance to enhance team members' skills.
• Successfully leading hiring, onboarding, and effective training of new team members.

San Jose, California

• Led a team of Technical Account Managers (TAMs) in providing technical guidance and support to key customers in the VoIP, cloud, and Contact Center industry.
• Developed and implemented processes and engagement playbooks for the Technical Account Management team to ensure consistent and effective customer interactions.
• Developed and maintained strong customer relationships, serving as the main point of contact for technical escalations and issue resolution.
• Collaborated with cross-functional teams including sales, product management, premium technical support, and engineering to ensure customer success and satisfaction.
• Drove initiatives to improve customer experience, streamline processes, and increase efficiency within the TAM team.
• Provided coaching, mentoring, and professional development opportunities for TAMs to enhance their technical and customer-facing skills.

California

• Directed and managed IT projects within the telecommunications infrastructure, ensuring alignment with organizational goals and objectives.
• Led a team of technical professionals, offering guidance and support throughout the planning, design, and implementation phases.
• Collaborated with cross-functional teams to define project scope, requirements, and deliverables, ensuring projects were completed on time and within budget.
• Developed and implemented project plans, schedules, and budgets, tracking progress and managing risks and issues.
• Oversaw the procurement of telecom equipment and services, and managed vendor relationships.
• Conducted regular meetings with stakeholders to provide project updates and address concerns.

Sunnyvale, CA

• Principal Strategist and Visionary for Internal Corporate Education and Employee Technical Development
• Communicated a clear strategic vision and delivered courses to foster employee loyalty, develop brand awareness, and ensure alignment with corporate values and objectives at ShoreTel.
• Elite Technical Instructor
• Delivered technical instruction for software and project architectures, focusing on student success and improving corporate productivity and profitability. Reviewed employee knowledge semi-annually to drive career.
• Developed Robust Training Programs
• Conceptualized, developed, and delivered instructor-led, online, and virtual classroom programs that improved KPIs across the development team and delivery and support services.

Sunnyvale, CA

• As a founding employee, I was recruited to build the Technical Support Services organization at Shoreline/ShoreTel. I provided technical leadership for an enterprise-class voice communications solution, enabling.
• Built a team of 15-30 highly skilled members, focusing on troubleshooting customer issues.
• Developed proactive measures to anticipate and prevent traditional service and support needs.
• Managed a web-based customer response and support environment, ensuring high levels of customer satisfaction.
• Engaged in developing Service Level Agreements and billable professional services.
• Instrumental in the development of a world-class support organization.

Santa Clara, CA

• An experienced leader at Edify (S1 Corp.), in the IVR (Interactive Voice Response) industry with a track record of driving customer success and revenue growth. Skilled in leading technical account management teams to.
• Led and managed a team of Technical Account Managers to ensure customer satisfaction and retention.
• Collaborated with sales to identify upsell and cross-sell opportunities, driving revenue growth.
• Worked with product management and engineering to advocate for customer needs and drive product enhancements.
• Developed and implemented best practices for technical account management, ensuring consistent and high-quality service delivery.Key Skills:
• Technical Account Management