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.• Maintaining seamless cross-team communication between Technical Support, Product/Engineering, and Sales departments.• Collaborating with other Support managers/teams to promote a culture of teamwork and innovation.• Establishing close partnerships with Account Management Teams for a seamless customer experience.• Facilitating the implementation of new processes to enhance overall customer support.• Promoting and reinforcing a collaborative culture within UCaaS, CCaaS, and SaaS Support organizations.• Actively handling and resolving customer escalations, ensuring customer satisfaction.• Collecting and analyzing support metrics to identify and implement areas for improvement.• Ensuring proactive and high-quality ticket and incident management.• Taking responsibility for weekly reporting, including team metrics, and customer trends, and addressing any issues or requests.#TechnicalSupport #GlobalIT #Leadership #CustomerExperience #Collaboration #MetricsDriven #Innovation

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.• Stayed updated with industry trends and best practices to continuously improve the delivery of technical support and services to customers.

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.• Implemented best practices and standards for telecom infrastructure and project management, ensuring compliance with regulations and industry standards.• Managed the integration of new telecom technologies and services, ensuring seamless operation and minimal disruption to business operations.• Mentored and coached team members, fostering a culture of continuous learning and professional development.

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 progression.• 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.• Collaborated with Software Release Teams• Worked with software release teams to deliver builds on schedule and designed courses based on software architecture specifications for internal technical training staff and services teams.• Administered Salesforce Knowledge Base• Curated, reviewed, and developed highly technical, accurate content for an online Salesforce Knowledge Base, fostering a continuous learning environment for employees, customers, and partners.• Global Training and Development• Trained, developed, and mentored leadership teams and development centers in the United States, United Kingdom, Australia, and India, leading to strategic cost savings and maintaining quality.• Mentored and coached instructors throughout the company to ensure streamlined, consistent training content and leadership message.

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 customers to utilize their IP network infrastructure for voice communications across LAN and WAN.• 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.• Assisted in hiring a Global Support Services Management.• Developed product training for partners and enterprise customers (ShoreTel University).• Conducted training for all technical new hires within the Global Support Services group.• Served as a technical resource for engineers, resolving customer issues, and updating technical documentation.• Traveled to customer sites for installations and project management meetings.• Possessed a working knowledge of Voice over IP protocols and standards.• Demonstrated knowledge and practical application of technologies including layer 3 switching, TCP/IP, Ethernet, LAN, WAN, and IP routers.

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 deliver high-quality solutions and services. Strong background in IVR technologies, focusing on exceptional customer experiences. • 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• Customer Success• Team Leadership• IVR Technologies• Relationship Building• Product Advocacy• Revenue Growth• Cross-functional Collaboration