Tim Roberts Email & Phone Number

Dallas, Texas, United States

At Vision2 Systems, I spearhead the Customer Success and Onboarding initiatives, starting initially with the Customer Support team. Within the first year, I dramatically improved the Support monthly CSAT from under 70% to 98% within just 60 days. I consistently maintained a CSAT score of 96% or higher for 22 out of 24 months, with nine months reaching a perfect 100%. I introduced efficient system processes, reducing the average time-to-go-live by two weeks, and optimized ticket escalation protocols, enhancing communication and swift issue resolution between customer-facing teams and engineering. My efforts significantly reduced email and chat Time To First Response from over six hours to under one minute, demonstrating my commitment to rapid and effective customer support.

Addison, Tx

At Ministry Brands, I led the product support for a critical enterprise-level software valued at $25MM annually. I implemented a process to centralize data from multiple sources for Executive leadership, significantly reducing monthly project overhead from days to hours. My leadership resulted in an elevation of service level satisfaction from 82% to 95%, while simultaneously reducing functional headcount by over 25%. As the primary point person for business unit metrics and a Subject Matter Expert for a SaaS enterprise product, I increased annual customer satisfaction for three consecutive years, despite undergoing two major support team rebuilds.

Dallas, Tx

As the Manager of Technical Support at Active Network LLC, I was the only support manager to successfully train and launch a support team in the China office, ensuring seamless integration and operational readiness. I managed product support for five distinct products, coordinating teams across the US and China to ensure consistent service quality. By implementing product cross-training programs and leveraging seasonal volume trends, I significantly increased call capacity. I developed a new process with Account Managers to improve escalation response and resolution times, leading to faster resolutions and higher customer satisfaction. Additionally, I enhanced individual agent capacity and accountability by creating live individual metrics dashboards, a practice later adopted by other managers.

Dallas, Tx

During my tenure as Associate Manager of Customer Support at Active Network LLC, I launched a new self-help site that boosted page views to over 100K per month, providing customers with accessible, on-demand support resources. I improved agent efficiency and maintained a high level of support, despite a 45% increase in the customer base over three years. My proactive business-wide strategy increased support satisfaction by 13% within six months for customers representing 45% of total revenue. I hired, trained, and managed support agents for three SaaS products, building a competent and versatile team that consistently delivered high levels of customer satisfaction and operational efficiency.