Tony Vardiman Email & Phone Number

San Diego, California, Us

Cloudbeds is a global SaaS platform founded in 2012 that creates modern, all-in-one hotel management software for more than 20,000 hoteliers and hosts worldwide in 150+ Countries and has grown to more than 800 employees.Duties & Accomplishments: * Drove global payments strategy with cross-functional teams, achieving 77% revenue growth YoY and 90 attachment. * Led program that generated 35% of company revenue through strategic initiatives and global expansion.* Optimized payment processes, resulting in a 12% increase in approval rates and a 15% increase in customer satisfaction. * Analyzed global payment trends, identifying key opportunities for market expansion.* Led our Parnter expansion strategy and acted as direct liason with multiple global providers, including contract negotiations, driving support delivery, and consulting with numerous organizations to identify the best possible strategic partnerships in payments.* Developed and launched a new payment gateway in Southeast Asia, the first of its kind, growing market share by 20%. * Led cross-functional teams to integrate new payment solutions, improving overall transaction utilization by 15% and 20% growth in international transactions.

San Diego, California, Us

Duties & Accomplishments: * Served as a key member of the Executive Leadership Team that made high-level business decisions.* Specialized in creating and overseeing company-wide Strategic Initiatives across multiple departments at Cloudbeds.* Fostered cross-departmental collaboration, leading to a 15% improvement in project completion times.* Conducted in-depth data analysis to identify bottlenecks, leading to optimizations that saved 10% in operational costs. * Partnered with cross-functional teams to streamline vendor management, enhancing operational efficiency and compliance. * Played a pivotal role in executive decision-making, implementing strategies that fostered organizational growth and innovation.

San Diego, California, Us

Duties & Accomplishments: * Led cross-departmental initiatives for GDPR compliance, vendor management, and critical incident management. * Implemented strategies reducing incident response time by 30%, minimizing operational disruptions.* Developed vendor management protocols, enhancing vendor performance and cutting costs by 15%. * Analyzed processes to optimize GDPR compliance, ensuring regulatory adherence and data security.* Aligned departmental objectives with organizational goals, fostering continuous improvement and accountability.

San Diego, California, Us

Duties & Accomplishments: * Collaborated with VP to expand support team from 10 to 200 members, enhancing service efficiency.* Led team growth initiatives, boosting support capabilities and improving customer satisfaction from 80% to 94%.* Implemented strategic hiring plans, scaling support operations to meet growing demand.* Optimized team structure, resulting in improved response times and service quality.* Directed team expansion, significantly increasing support capacity and operational effectiveness. * Led cross-functional initiatives to improve customer satisfaction, leading to a 15% increase in NPS.* Partnered with product teams to develop support strategies, resulting in a 20% decrease in ticket resolution time.* Introduced a new ticketing system, cutting down ticket resolution time by 35% and improving customer satisfaction.

Austin, Tx, Us

Websense, Inc. (previously NASDAQ: WBSN), was a global leader in integrated Web, data and email security solutions, provides Essential Information Protection™ for more than 44 million employees at organizations worldwide. Distributed through its global network of channel partners, Websense software and hosted security solutions helped organizations block malicious code, prevented the loss of confidential information and enforced Internet use and security policies. Websense was acquired by Forecepoint Raytheon in May 2015.Duties & Accomplishments: * Managed technical support escalations and relationships for the Western region, including performing client-saving onsite visits, partnering with Sales and Partners to identify and resolve intricate technical deployment challenges, and onboarding new clients with the Websense support procedures* Consolidated support of Websense’s DLP and Email Security products within my organization in order to promote collaboration with Development and drove product knowledge from a Tier II to a Tier III level* Successfully salvaged multiple strategic customer accounts that had previously decided to eliminate Websense from their IT environment. Gross revenue savings of over $1,150,000 over 3 years.* Successfully proposed, gained approval for, and implemented a Global On-Call model that widened support from two Regions (AMER & EMEA) to include APAC which created a robust & fair On-Call support system.* Directly managed the team which had the highest CSAT Top Box % across all AMER support teams (88%).

Lake Mary, Florida, Us

TriTech Software Systems is a Public Safety Dispatch Software Company with hundreds of installations worldwide and more than 300 employees.Duties & Accomplishments:* Responsible for overseeing the day-to-day operations of the Technical Services Team. * Partnership with internal teams on cross-departmental processes and procedures, ACD Management, coordination of schedule and resources for phone coverage, incident de-escalations, productivity metrics and reporting. * Direct supervision for the Technical Services Representatives, such as coaching, performance reviews, salary assessment, scheduling, and other duties directly related to personnel management. * Successfully transitioned the Technical Services Department from using the CSR tool known as CustomerWise to the new SalesForce platform in a timespan of less than three months and with no loss of data.* Architected a new ticket process which closed 150 Fixed in Release tickets (8% of the total backlog).* Recognized for overseeing the team maintaining a 97% answer rate for incoming calls.*Led the initiative to reprioritize over 180 Critical (P1) and Urgent (P2) tickets so that SLA goals were met.

Irving, Tx, Us

Zales (previously NYSE: ZLC) is a nationwide jewelry retailer with over 2,000 stores and 10,000 employees throughout the U.S., Canada, and Puerto Rico. Zale was acquired by Signet Jewelers in May 2014.Duties & Accomplishments: * Oversight for day-to-day operations for IT Help Desk in a Shared Services Contact Center environment. * Led and manage department with strong focus on strategic planning and execution of day-to-day operations to support 2,000 locations with a total user base of 25,000 employees in the U.S. Canada and Puerto Rico. *Managed day-to-day operations for the level I and II support staff including reporting, vendor management, quality assurance, risk management, process improvements, staffing, and customer escalations. *Established and maintained vendor relationships with six different companies for computers, telephony, and communications to ensure Service Level Agreements (SLAs) are maintained to contract specifications.* Accountable for the IT Helpdesk P & L with responsibility.* Developed and implemented a new filter group peer review process that reduced costs of outside vendors by 9%.* Reduced the number of escalations by 8% through implementing a new exception reporting system, with customized reports based on most critical needs and a step-by-step daily process.* Developed a training manual and trained 50 regional managers on the new POS system.* Selected as key person to review IT trends and issues, resulting in several changes that prevented IT catastrophes during pilot implementation program in 100 stores in the field.

Boston, Massachusetts, Us

Houghton Mifflin Harcourt is an American publisher of textbooks, instructional technology materials, assessments, and reference works with more than 6,000 employees worldwide.Duties & Accomplishments: * Promoted to manage a staff of up to 23 Software Support Analysts in a call center environment. Ensured technical support, customer support for internal /external customers, and Project Management, as needed.* Created a new workforce management system with a cost savings of $40,000 annually with recommended financial models for staff levels and predicted spike times that was reviewed by the management staff daily, weekly, monthly and annually.* Maintained, updated, and executed the SLA for multiple internal division customers to meet deliverables including customer satisfaction (90%), first call resolution (90%), abandon rate (6%), average speed of answer (30%), average resolution time (24 hr), and incident life cycle to meet forecasts and SSPA guidelines.* Created a new 3-tier support structure for the peak season, resulting in a reduction of abandoned calls by 20% and lowered the ASA by 30% while decreasing the budget by 6% over the previous year.* Collaborated with the Director of Operations on staffing models that delivered improvements in multiple areas such as QA, escalation procedures, incident management, and schedule adherence.

Quest was a unique program that offers teens an opportunity for personal growth and self discovery. It is offered in a format that is engaging and fun for the teen. At the end of the training the majority of the participants make comments such as: * "This was the best weekend of my life" * "Every teen should have this experience"* "I've gained a new awareness of the world and how I see myself"* "I don't want to leave…when is the next one…can I come back and staff?" As a volunteer, I had the opportunity to serve and assist in the education and transformation of hundreds of young adults so that they could lead happier and more fulfilling lives.