Steven N. Email and Phone Number
California, United States
Steven N.'s Location
Orange County, California, United States, United States
Steven N.'s Contact Details
Steven N. work email
- Valid
- Valid
- Valid
- Valid
Steven N. personal email
n/a
Steven N. phone numbers
About Steven N.
Strategic results-oriented leader with extensive experience in building, managing and evolving customer service and technical support teams. Leadership experience in both global hardware and software organizations. Energetic team player with a passion for the customer experience and mentoring individuals in reaching highest potentials.Uses systems automation, cost analysis, and industry best practices to optimize business processes and team productivity. Skilled at simplifying complex issues and developing cost effective resolutions. Track record of successfully completing support-focused enterprise system and process integrations. Core Competencies:- Customer Service Leadership- Customer Experience- Strategic and Operational Planning- Complex System Migrations and Upgrades- Website Strategy and Demand Deflection- Project Management- Budget Analysis and Management
Steven N.'s Current Company Details
Steven N. Work Experience Details
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Director, Ai OperationsAppfolio, Inc.California, United States
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Director, Ai OperationsAppfolio, Inc. Apr 2022 - PresentSanta Barbara, California, UsOversee the long term strategy and day-to-day operations of the operator teams who support our industry leading AI-powered products. Responsible for working with a team of managers to maintain performance metrics and operating procedures across the operator teams. Implementing a standard management framework allowing all operator teams to perform in a consistent fashion. -
Senior Manager, Customer ServiceWestern Digital Mar 2017 - Apr 2022San Jose, Ca, UsManage Western Digital contact centers and 3rd party vendors around the world to provide world-class customer care for the Americas. Manage, lead and provide guidance to a team of support experts. Manage and supervise implementation of new services and ongoing automation efforts. Responsible for maintaining a very high level of customer satisfaction. -
Support Operations DirectorDell Jan 2014 - Nov 2016Round Rock, Texas, UsManaged 37-person international team, supporting over 625 employees who provided end-user software and hardware technical support. Created single global support organization through 7 acquisition integration projects, including common operational standards, demand deflection strategies, web site, and CRM platform. Contributed to support CSAT score of 94.7% and NPS score of 74.7%. Oversaw strategic development of support self-service web site, that averaged over 950k visits per month and deflected over 19% of case creation activity. Setup and maintained relationships with outside service providers, including headcount and budget monitoring, KPI tracking and training organization. Led strategic department projects and initiatives directly and via team of project managers.- Implemented web site strategies and features, including case management, knowledge base, electronic documentation, software downloads, account management for licensing and renewals, SEO strategy, and mobile enablement, receiving recognition as multi-year winner of ASP 10 Best Web Support Sites for demonstrating industry leading innovation.- Located team resources in low-cost global sites, saving $1M annually and optimizing regional coverage.- Maintained and evolved case management CRM, Siebel Service, and associated systems, ensuring productivity of support delivery teams.- Completed projects to transform repetitive processes, such as customer case submission, entitlement validation, and phone routing, streamlining processes and therefore driving efficiency.- Evolved knowledge content creation and sharing programs, increasing deflection rates, incorporating video content, and shifting focus to include social channels and communities.- Oversaw business intelligence team in development and delivery of financial and operational department KPIs via automated processes, redefining reporting dashboards and implementing self-service discovery tool. -
Senior Technical Support ManagerDell Sep 2012 - Jan 2014Round Rock, Texas, UsOversaw support operations for 2 product lines representing $800M in total revenue, spanning case management, operational and financial reporting, self-service portal, project management, release readiness, learning and development, and support administration. Served as tools and technology lead for DSG support unification project.- Conceptualized and implemented process, allowing unintegrated technical support entities to leverage demand deflection tools prior to completion of platform integration.- Supervised various projects directly or via project managers to implement productivity, enhancing strategies involving system updates and process improvements.- Managed group that ensured technical support teams were prepared for new product functionality, and interacted with product management and R&D, implementing customer requests for product enhancements.
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Technical Support Operations DirectorQuest Software Aug 2007 - Sep 2012Aliso Viejo, Ca, UsHandled management, strategy, and budgeting of all support applications and processes, including Siebel CRM, self-service portal, customer service, knowledge management, release readiness, project management, reporting, and training.- Integrated over 20 company acquisitions into technical support organization from systems, process, and supported delivery perspective, contributing to support CSAT score of 89%, and decreasing operational costs by running 1 system with fewer resources.- Managed strategic global initiatives based on latest support industry trends, contributing to higher customer satisfaction and increased department productivity.- Implemented multiple enterprise-wide applications, including Siebel Service CRM and developed award-winning self-service support website, decreasing operational costs, and approximately 15% decrease in cases through deflection.- Evolved knowledge centered service (KCS) program, increasing deflection rates by training global engineers and adding online video content.- Hired and developed team of subject matter experts to ensure success of global support strategic initiatives, leading efforts to utilize resources more focused and efficient. -
Technical Support DirectorQuest Software Jan 2002 - Aug 2007Aliso Viejo, Ca, UsDirected North American support delivery for multiple lines of business overseeing over 70 support engineers. Held leadership role in integration of acquisitions into technical support department.- Developed and implemented standard process and procedures for support delivery teams, identifying key metrics to ensure exceptional team performance.- Integrated and expanded North American support teams for Windows Management and Java performance space, hiring and developing managers, and aligning people and products on to global process and procedure standards.- Used customer satisfaction surveys, improving products and delivery support.- Brokered service-level agreement with product management and development, resolving product defects within certain time, and reducing support call volume.
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Technical Support ManagerQuest Software Mar 1999 - Jan 2002Aliso Viejo, Ca, UsHeaded team of technical support engineers providing customer support and on-site consulting. Managed escalations and ensured positive resolutions.- Led team in charge of creating 1st software download web site, decreasing cycle time for customers to acquire critical patches and releases.- Implemented Clarify CRM application for global support team, allowing 24x7 regional sharing of case data, and making department more productive and customer focused.
Steven N. Skills
Enterprise Software
Management
Saas
Enterprise Architecture
Cloud Computing
Integration
Technical Support
Software Project Management
Virtualization
Project Management
Professional Services
Strategic Planning
Customer Relationship Management
Pre Sales
Business Intelligence
Process Improvement
It Service Management
Business Process Improvement
Software Development
Microsoft Sql Server
Requirements Analysis
Data Center
Agile Methodologies
Disaster Recovery
Program Management
Team Leadership
Team Building
Active Directory
Solution Architecture
Sharepoint
Crm
Salesforce.com
Databases
Product Management
Solution Selling
Customer Support
Leadership
Business Process
Cross Functional Team Leadership
Strategy
Consulting
Call Center Development
Communication
Performance Metrics
Performance Management
Key Performance Indicators
Steven N. Education Details
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Uc IrvineMinor: Management
Frequently Asked Questions about Steven N.
What company does Steven N. work for?
Steven N. works for Appfolio, Inc.
What is Steven N.'s role at the current company?
Steven N.'s current role is Director, AI Operations.
What is Steven N.'s email address?
Steven N.'s email address is st****@****wdc.com
What is Steven N.'s direct phone number?
Steven N.'s direct phone number is (949) 672*****
What schools did Steven N. attend?
Steven N. attended Uc Irvine.
What skills is Steven N. known for?
Steven N. has skills like Enterprise Software, Management, Saas, Enterprise Architecture, Cloud Computing, Integration, Technical Support, Software Project Management, Virtualization, Project Management, Professional Services, Strategic Planning.
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