William Dessert Email & Phone Number

United States

In collaboration with the assigned ICS sales team, I interface directly with customers, including ICSpartners, to define business requirements and identify/design the best solution, to exceed both technical and business requirements. I am responsible for solution design, integration feasibility, andunderstanding client data sources and overall requirements.This is done by working with various departments, both internally and externally, including Sales, Operations, Customer Support, and Network Engineering in an effort to improve service delivery forclients while driving revenue for ICS.

Columbus, Ohio Area

Review Request for Proposals prior bidding to insure feasibility of the project and prior to issuance to the customer for accuracy and completeness. Ensure that company's contractual obligations to the customer are realistic, can be met, and be performed in a timely manner. Facilitate complete setup and operability of the customer's services in conjunction with the customer's order, when necessary to support inContact's Professional Services organization.

Accountable for overseeing a Technical Account Management (TAMs) team which is responsible for delivering world-class customer service to key customers. Building long-term relationships with new and existing customers by leveraging appropriate company resources to meet their immediate needs, ensuring resolution of technical issues, proposing enhancements to product and/or services, and helping them to more effectively use technology/products.

Managed the Technical Services group for our premise based solutions, ensuring that cases and incidents were receiving proper SLAs for both communication and resolution. Through building the proper foundation (proper communication of next steps, understanding the issue at hand, and providing clear and meaningful updates), MTTR was reduced by half within the first six months. This also lead to CSAT improving from 3.56 in April '16 to 4.93 out of 5 in December '16.

Designated support and account management resource for our top enterprise customers, including Google, Quicken Loans, Springleaf Financial, and Universal Studios. Responsible for understanding the customer’s wants and working with internal teams to ensure that we ultimately delivered upon their needs. Also, assisted in designing and implementing several global redundant systems as well as supporting these systems after go-live. This including working with different API and database integrations to ensure that the customer was able to receive or use external resources to integrate with our systems.

Columbus, Ohio Area

Responsible for ensuring management team was directing team in a manner to meet and exceed goalsEnsuring that all MAC and Upgrades were scheduled and corresponding opportunities closed upon completion. Working closely with Project and Account managers.

Columbus, Ohio Area

Responsible for assisting engineers and technicians in supporting customersAssisted customers in compliance and personal needs for recording retentions, options, and other needs

Columbus, Ohio

Responsible for installation of multiple phone integrations within our softwareAble to find resolutions to issues that might arise during the install process.

Responsible for handling support cases as they arose by phone, email, or web.Displayed ability to multitaskConsistently reached above and beyond monthly case closure goal of 60 or more while maintaining quality

Columbus, Ohio Area

Trained all new hires in the company. Also focused on field training, including trainees and trainers.

In charge of the safety of 50+ technicians in one office.