Steve Wright Email & Phone Number

Manchester, England, GB

San Ramon, CA, US

• Key Achievements:
• Internal promotion to Senior Partner Enablement Manager
• Coordinated the end-to-end services onboarding programme for major FTSE100 reseller partner
• Developed and delivered a series of Five9 Professional Services Workshops to partners working through the Certified Implementation Partner programme.
• Redesigned the enablement and certification programme for the Intelligent Virtual Agent product

San Ramon, CA, US

• Key Achievements:
• Engaged with all Five9 partners looking to resell and deploy Five9 services across the EMEA region
• Assessed and redesigned the regional Partner Enablement journey from start to finish
• Created full Partner Enablement Plans for all strategic partners within region
• Streamlined the process and documentation for the EMEA Partner Platform Engineer programme
• Successfully led internal projects to launch Partner Implementation Satisfaction Surveys and a new Partner Support Cases platform

San Jose, CA, US

• Key achievements:
• Internal promotion and transition into the EMEAR Partner Success team to support dedicated partners through the ongoing Webex Calling lifecycle. Assisting with onboarding, marketing, product launch, technical.
• Playing a key role in the successful deployment of Webex Calling across several tier one partners; supporting the migration and provisioning of over 20,000 users onto the Webex Calling platforms since 1st March 2021.
• Developing strong relationships at all levels, holding regular cadence meetings and QBR’s
• Successfully driving numerous key product and technical escalations to remove roadblocks and barriers to partner success.
• Continuing to work with the Webex Calling Early Field Trials team in conjunction with assigned partners to test and deliver new product features.

San Jose, CA, US

• Key achievements:
• Responsible for onboarding new partners onto the Webex Calling IP telephony platform across EMEAR, ensuring successful implementation, effective product launch and continued in-market success.
• Successfully completed thirty-six onboarding projects within first twelve months.
• On boarded the first partner in EMEAR with “Bring your own PSTN” requirements, working with the Partner and across multiple international teams to deliver the solution successfully.
• Integral part of the Early Field Trial team for the Webex for BroadWorks offer. Working with trial partners and liaising across internal teams to triage and resolve issues prior to launch.
• Documented all of the onboarding processes and troubleshooting guides for the Webex for BroadWorks offer.

• Key achievements:
• Promoted from Service Desk Manager to take responsibility for and improve the client onboarding and product testing functions of the business.
• Further developed the service desk into an integral part of the business, with a focus on self-service and delivering an effortless client experience. Consistently achieving over 65% first contact resolution and 20%.
• Accountable for onboarding new clients onto the BroadSoft IP telephony platform from signed order through to installation sign-off, provisioning over 3,000 end users.
• Managed the project of migrating clients from the OrecX call recording platform to Dubber; co-ordinating multiple stakeholders and delivering end user training.
• Implemented Trello and Slack throughout the business to improve communication, project visibility and overall productivity within the organisation.

• Key achievements:
• Promoted from Technical Support Engineer to take responsibility for and improve the service desk function of the business.
• Dramatically improved the performance of the service desk, particularly around call answer times and ticket logging activity. Consistently achieved over 90% of calls answered within 10 seconds.
• Attended client sites to deliver BroadSoft end user training, lead Solution Design Workshops and telephony installations and undertake troubleshooting visits.
• Provided third line technical support where required for complex, high priority or escalated incidents.
• Led the project of researching, selecting and implementing a new service desk platform within Microsoft Dynamics CRM.

• Key achievements:
• Took responsibility for first and second line support tickets covering a range of products and services, with a core focus on IP telephony and internet connectivity incidents and service requests.
• Consistently achieved personal and team target of resolving 80% of all incidents within SLA.
• Attended client sites to lead Solution Design Workshops, telephony installations and troubleshooting visits. Heavily involved in the largest client deployment of 300 end users across 6 sites in East Anglia.
• Integral part of becoming one of the first service providers in the UK to resell the BroadSoft platform and assisted with the migration of 25 IP telephony clients from Netcentrex to BroadSoft.

Mclean, Virginia, US

• Key achievements:
• Key part of the start-up team for the Sunrise community in Manchester.
• Planned and implemented the events and activities programme. Always delivered the monthly activities programme within budget.
• First AVC in the North West to organise art therapy and tai-chi sessions for the dementia community.
• Coordinated the volunteer initiative and recruited over 20 people of all ages to contribute within the community.
• Produced marketing content for the activities programme.

Winsford, Cheshire, GB

• Key achievements:
• Built close relationships with key clients when handling requests for documents, case files, evidence and artefacts from the secure DeepStore archive facility.
• Ensured the accurate and confidential completion of requests for high profile clients such as the NHS, Greater Manchester Police, The National Archives and Bodleian Library.
• Worked with the Operations and Logistics teams to arrange for the secure delivery and collection of documents.
• Complied with strict security policies and procedures when provisioning orders and communicating with clients.
• Maintained storage records with meticulous detail using O'Neil records management software.

Southampton, England, GB

• Key achievements:
• Part of the prestigious Queen Victoria start-up team, preparing the ship in port in Venice and playing an integral role during the maiden season.
• Planned and delivered all aspects of the guest sports and activities programme on board the luxury Queen Elizabeth 2, Queen Mary 2 and Queen Victoria cruise liners.
• Nominated for the White Star Service award for outstanding customer service during the Queen Victoria maiden world cruise.
• Promoted to First in Charge of one of four Passenger Muster Stations, responsible for 40 crew and 700 guests in that area.
• Coordinated embarkation with the Guest Services team, directing 2,800 guests to their relevant staterooms.