Tzvika David Email & Phone Number

Tel Aviv District, Israel

Tel Aviv District, Israel

Lead and Manage 24/7 Global Technical Support and Operations Team:• Manage the day-to-day operations of a 24/7 support team across three locations, ensuring timely and effective resolution of customer concerns.• Foster a high-performance culture through mentoring, training, and professional development.• Implement and refine support processes to enhance team efficiency and customer satisfaction. Drive Strategic Initiatives:• Develop and execute strategies to improve support services and customer experience.• Collaborate with engineering and product teams to address complex technical challenges.• Implement metrics and KPIs to measure and optimize support performance.Customer Engagement and Satisfaction:• Ensure high levels of customer satisfaction by delivering exceptional support experiences.• Conduct regular reviews and feedback sessions with key customers to understand their needs and concerns.• Develop and maintain strong relationships with key stakeholders.Process Improvement and Innovation:• Manage a Customer Support Operation lead who owns future planned projects.• Identify and implement process improvements to streamline support operations.• Utilize data and analytics to drive decision-making and improve service delivery.• Lead initiatives to integrate new tools and technologies that enhance support capabilities.

Herzliyya, Tel Aviv, Israel

Managing 20+ Level2 & Level3 Engineers in 3 different groups in EMEA as part of Varonis Global support.Manage support engineers and Team managers providing service to Varonis Global customers.Responsible for communication with Customers, Development, Sales, and Product.Develop and maintain quality metrics and standards for the Support teams while identifying challenges and opportunities.Make sure we have the people, tools, methodologies, and abilities to meet our objectives and to exceed expectations.Effectively manage the daily operations of the different support teams, ensuring the successful delivery of Support.

Herzliya Area, Israel

Motivate Tier2 and Tier3 team level of technical support through performance, coaching and educational objectives.Ensure excellent customer service in addition to resolving issues.Improve productivity, work directly with additional product owners, engineering and operations to resolve problems.

Ra’Anana, Hamerkaz (Central) District, Israel

Manage a global group of Technical Account Managers, focused on LivePerson's top accounts customers, responsible for change management, Clients Launch Enablement, Service Interruption management and more.Create continuous improvement and alignment of processes which contribute to the satisfaction of customers and the scalability of our Software as a Service (SaaS) services.Handle day to day escalations from customers on LivePerson service and support.Closely collaborate with Counterpart Leaders across the organization and customers to maintain a seamless best in class experience for Enterprise customers.Managed Services and Team building towards efficiency and professional development ownership.Drive recurring touch points with management across LivePerson to promote the voice of the customer.

Holon Area, Israel

Direct customer service activities of the Cloud Technical Support teams in Israel and in the Ukraine. Supervise all Tier levels of technical personnel and conduct management meetings. Instituted the Follow the Sun, 24/7 remote service desk program for global customers. Key Achievements:Develop and implement new procedures that drive solutions and enhance deliverables.Decrease Service Level Agreement’s response time and respond to resolution.Optimize Salesforce and KPI programs to report better information and data analysis.

Israel

Delivered technical support to NICE customers worldwide while guiding the Advanced Support Global Team located in Israel, India, and Singapore. Streamlined workflow and operations to achieve quality and obtain efficiency. Key Achievements:Successfully hired and trained new staff for remote offshore locations.Scored higher on customer satisfaction surveys by strengthening KPI analytics.Spearheaded the Advanced Technical Account Focal Point program for monthly monitoring and evaluation.Progressed to primary point of contact for local clients and global strategic partners.

Israel

Redesigned processes and KPI standards for continuous quality improvement. Collected and supplied information to R&D, QA, and LOB. Supervised technical experts and knowledge sharing.Key Achievements:Motivated team members and served as an example of company stewardship.Restructured support team and revised procedures in conjunction with region and R&D.

Israel

Communicated effectively to troubleshoot and resolve issues for customer satisfaction. Assumed complete ownership and used analytical reasoning skills to solve problems quickly. Key Achievements:Served as the expert for VoIP & CTI problem escalations and feedback.

Israel

Maintained and designed telephony exchanges such as Alcatel, Cisco, Ericsson, Siemens, Nortel, and Avaya. Operated the VoIP exchange systems Cisco Call Manager, Nortel, and Avaya.Key Achievements:Mastered vendor telephony exchanges in CTI and Predicative Dialer Environments.