Timothy Volking Email & Phone Number

Georgetown, TX, US

Campbell, CA, US

• Leads a global, multi-tier support organization with a focus on 8x8’s largest enterprise accounts
• Implemented processes and procedures that have increased the operational proficiency and quality throughout the organization
• Established and driven a set of KPIs that supports a best-in-class customer experience which has resulted in a 93% satisfaction customer rating
• Developed and deployed a completely new Technical Account Manager program that has increased 8x8’s ability to support our largest enterprise customers and drive additional recurring revenue
• Redeployed talent into new job functions successfully while establishing baseline performance metrics to ensure continued success as well as increasing operational efficiencies
• Introduced a Critical Account Program that resolves customer crises via a cross-functional effort

Campbell, CA, US

• Leads a global, multi-tier support organization with a focus on 8x8’s largest enterprise accounts
• Implemented processes and procedures that have increased the operational proficiency and quality throughout the organization
• Established and driven a set of KPIs that supports a best-in-class customer experience which has resulted in a 93% satisfaction customer rating
• Developed and deployed a completely new Technical Account Manager program that has increased 8x8’s ability to support our largest enterprise customers and drive additional recurring revenue
• Redeployed talent into new job functions successfully while establishing baseline performance metrics to ensure continued success as well as increasing operational efficiencies
• Introduced a Critical Account Program that resolves customer crises via a cross-functional effort

Kanata, Ontario, CA

Kanata, Ontario, CA

• Leads highly technical support and services teams that work directly with customers and internal teams ensuring UCaaS services are delivered and supported through the customers life cycle
• Responsible for the hiring, retaining, and growing technical talent to support a globally diverse customer base
• Guides and directs teams to success by building strong internal and client relationships, driving continuous improvement and consistency in services delivery, leading resolution of escalated support issues with.
• Works with the account management teams to manage customer expectations and ensure alignment and satisfaction between with Mitel and our customers
• Act as a strategic advisor for executive leadership with insights into industry trends and best practices and provides recommendations on organization shifts to address the ever-changing SaaS landscape
• Collaborates directly with Product and Development teams to ensure product quality and service delivery models are efficient and contribute to customers success with the Mitel solution

Kanata, Ontario, CA

• Leads highly technical support and services teams that work directly with customers and internal teams ensuring UCaaS services are delivered and supported through the customers life cycle
• Responsible for the hiring, retaining, and growing technical talent to support a globally diverse customer base
• Guides and directs teams to success by building strong internal and client relationships, driving continuous improvement and consistency in services delivery, leading resolution of escalated support issues with.
• Works with the account management teams to manage customer expectations and ensure alignment and satisfaction between with Mitel and our customers
• Act as a strategic advisor for executive leadership with insights into industry trends and best practices and provides recommendations on organization shifts to address the ever-changing SaaS landscape
• Collaborates directly with Product and Development teams to ensure product quality and service delivery models are efficient and contribute to customers success with the Mitel solution

Kanata, ON, US

• Lead a global technical team that delivered technical services to both UC and UCaaS customers
• Maintained account retention of 95% while sustaining growth quarter over quarter
• Developed, launched and managed a UCaaS subscription service offering that leveraged the technical account team as well as cross functional teams such as support, customer success and activations
• Provided both technical and business coaching and mentoring to colleagues which directly contributed to their individual success
• Successfully constructed a training and operational plan to migrate UC focused colleagues into UCaaS focused contributors
• Identified and corrected operational deficiencies that limited success of the organization which improved both colleague efficiency and job satisfaction

Kanata, ON, US

• Engaged primarily with the most strategic accounts within the ShoreTel customer base
• Acted as the customers trusted technical advisor delivering recommendations for system improvements as well as ensuring all best practices were being applied
• Engaged with the customers senior and executive leadership to provide technical and business solutions leveraging the ShoreTel suite of applications and services
• Acted as the customers internal champion for all items, both technical and business driven
• Engaged with the customer on a recurring basis as well as ad-hoc to provide technical support, updates and tactical guidance during crisis scenarios
• Provided ShoreTel executive leadership with account summary as needed

Kanata, ON, US

• Performed standardized regressions and ad-hoc testing to stress the ShoreTel solution
• Documented and reported all found defects during testing and worked with development team to solve
• Reproduced field issues to assist the development team address critical customer defects
• Recorded solution limitation and performance data ensuring all customer facing documentations was accurate
• Responsible for the initial build out and long-term maintenance of all test equipment to include network equipment, ShoreTel specific equipment and testing tools

Kanata, ON, US

• Provided technical and procedural guidance to the ShoreTel support engineers
• Reviewed colleague case documentation for technical accuracy and proper case management
• Provided one on one mentoring of ShoreTel support engineers
• Defined team and individual goals and objectives for annual performance reviews
• Managed customer escalations in both ta technical and primary point of contact
• Provided technical support to customers and partners on the ShoreTel product line in a call center environment.

Kanata, ON, US

- Primary responsibility was providing customers, Shoretel Partners, and Internal ShoreTel staff support via phone and remote computer access technical support for the Shoretel System and its third party applications.- Coordinate with customers, Shoretel Partners, and third party vendors to troubleshoot and resolve technical issues. These types of issues.

• Provided technical support and customer service to customers on a day to day basis
• Planned and implemented various voice products to include PRI, T-1, analog circuits as well as hosted VOIP seats.
• Developed procedures and protocols for the installation department
• Developed training for users, sales department and field technicians.
• Assisted in pre and post-sales support and customer relationships

• Provided technical support and customer service to customers on a day to day basis on their data networks, telephony networks, and hosted solutions
• Managed and assisted teams on the planning and implementation of voice and data networks to include the cabling infrastructure
• Managed the day to day operation of DSL department to include installation, technical support, customer service, and billing
• Installed, configured, and supported the following software packages, Windows 2000 Pro, Windows 2000 Server, Windows XP Pro, Windows 2003 Server, Exchange Server 2003, Blackberry Enterprise Server, Trend Micro Neat.