Vincent Smith, Pcc Email & Phone Number

Tulare, Ca, Us

Working with individuals, to cultivate and accelerate self awareness, explore and overcome vulnerabilities, build resilience, and develop acceptance for the authentic self, with a uniquely compassionate, highly intuitive and insightful approach of discovery and feedback.

San Jose, California, Us

Founding Member of the Changing Work Collective. Program Manager and co-author of our collaborative books.Changing Work is focused on codifying and sharing conscious business practices that help organizations and individuals thrive. It’s a community and movement of like minded people dedicated to creating humane, conscious, and nurturing work environments.Join me at: Changingwork.org

Menlo Park, Ca, Us

Developed a novel approach to app level coordination, alignment and decision making. In a highly complex, ambiguous and self-organizing environment, diagnosed, designed and implemented a new model for surfacing alignment gaps, connecting project teams with experts and leadership, driving end to end accountability and improving overall app design coordination. The new model established a shift in culture and operating models, merged independent counsels, processes and objectives into an efficient new workflow.Stood up early-stage programs, delivering lightweight, tailor-made processes and tools, keeping the team nimble and successful in a fast moving, highly iterative culture. Quickly ramped on initiative objectives and current state, implicit team dynamics and micro-cultures, built relationships and identified patterns limiting progress. Established new operating strategies, communication processes, work and alignment frameworks, accelerating program wide coordination and design deliverables.

San Francisco, Ca, Us

Established operational efficiency by simplifying a complex organizational structure, resulting in a more connected and engaged working team, more productive decision making and accelerated product delivery. Overcame elusive, conflicting objectives, developed missing measures of success, streamlined communications, built cross functional alignment and drove greater focus across internal CS tools development and deployment including a new global channel rollout (chat), new feature development and deployment (co-browse), new program definition and development and contributions toward organizational scalability.

Sunnyvale, Ca, Us

Transformed an Executive level concept into a $3M funded program by pulling together a team of volunteers, integrating the corporate culture of agility and constant change, bridging gaps in functional knowledge, communication style, priorities and culture across the working team and all levels and functions of stakeholders, facilitating and tailoring communications for each unique group’s needs, and integrating iterative feedback cycles to collaboratively build the program. Overcame unprecedented product launch complexity to ensure support success, ramping 700 agents on a product changing daily, that would impact 400 Million users. Translated information overload and constant product change into a new model for support agent readiness, transitioned the working group into a tiger team, crafted a new engagement process and coordinated a new hands-on learning experience delivering the highest level of support team engagement and readiness to date. Moved product development team from frustrated to accelerated. Diagnosed product delays and Engineering team frustrations, assessed and integrated leadership objectives, corporate culture, team dynamics and individual personalities into a custom agile process balancing effectiveness and agility, aligned leadership and engineering and established effective communication while accelerating product development and quality.

San Jose, California, Us

Advanced service offering from ‘at risk’ to top performer in 4 months. Evolved a culture of conflict, misunderstanding and disengagement into an aligned, collaborative and compliant partnership between Customer Service and Technical Support. Discovered a lack of data insights and analysis, developed reporting illustrating top areas of non-compliance leading to data-driven decision making, developed new communications, monitoring and enforcement processes. After years of conflict, moved cross functional process compliance from lowest performing (60%) to highest performing (90%).Accelerated product engagement, launch effectiveness and customer satisfaction by establishing a highly collaborative, engaged and effective partnership between product and customer service. Overcame resistance, built relationships with product leaders, diagnosed the misunderstanding between product development and product supportability, developed a shared vocabulary, collaboratively developed a new product knowledge transfer process and cadence moving support readiness from 4 weeks AFTER product launch to 2 weeks PRIOR.

San Jose, Ca, Us

Delivered a stalled Executive directive by transitioning confrontation into collaboration. Diagnosed an unspoken resistance and resentment to the top down directive defining the program – found that the senior team silently sought more influence into the design, decisions and deployment impacting their business areas. Built up interpersonal communication and trust, drove direct engagement of influencers, developed inclusive decision making and leveraged team domain experts. Partnered with IT/Engineering to translate business requirements and develop the system controls. Successfully delivered the $1M initiative globally on time and on budget in 6 months.

San Jose, Ca, Us

Responsible for Customer Education Operations, logistics and systems, project management, systems support and staff management. Other Responsibilities included Customer Service Project and Systems Manager, Technical Trainer, Content Developer and Support Engineer.

Washington, Dc, Us

Tested and monitored new prototype Ethernet network planned for space vehicle upgrades. Researched and presented first impressions of a new programming language.Contributed to other current project work related to space vehicle networking.

Business Administration, Management And Operations

Organization And Relationship Systems Coach Training

Co-Active Coach Training Program

B.S., Computer Hardware Engineering