Customer Service Management
Resume:
Scott Greeson
Email: *********@********.***
Address: *** ****** **** **.
City: Buda
State: TX
Zip: 78610
Country: USA
Phone: 512-***-****
Skill Level: Management
Salary Range: 120
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Scott D. Greeson
901 Canyon Wren Dr.
Buda, TX 78610
*********@********.***
http://www.linkedin.com/in/scottgreeson
Home: 512-***-****
Cell: 512-***-****
Senior level manager with over 15 years of progressive experience in Technology Operations and Customer Support to include Hosting Services, Professional Services, Service Delivery, Call Center, Technical Support, Logistics, Fulfillment & Implementation, and Account Management. A strong team builder and process improvement professional with heavy focus on metrics, budget, and overall client satisfaction and retention.
Core Competencies:
* Strategic & Tactical Planning
* Organizational Development
* P&L / Fiscal Management
* Quality Assurance Practices
* Customer Service Operations
* Process / Policy Development
* Outsourced Vendor Management
* Continuous Improvement
* Performance Management
* Cost-Reduction Strategies
* Fulfillment & On-boarding
* Team Builder & Communicator
Professional Experience:
STARVIEW SOLUTIONS/SHANGO - Austin, TX 06/11 - 09/12
SaaS Provider & Wholesale Telco: Recruited to overhaul and scale operations and customer service in preparation for a rapid growth stage in both the Telco and SaaS product launch. This included 24X7 Customer Service and Network Operations for the company`s converged voice and data packages, Hosted PBX, Sip trunks, VoIP network monitoring, diagnosis and event management, software client account management, provisioning, implementation, fulfillment and on-boarding.
Selected Contributions:
* Rebuilt the support team to achieve a new `continuous improvement` culture and sense of urgency around the company`s new direction. Created job descriptions, implemented quarterly personnel reviews, career counseling, and initiated on-call pay to address morale issues.
* Increased wholesale telecom revenue by just under 25% through contract vendor negotiations and management and more stringent processes and work flows and holding vendors and in-house teams accountable for service level objectives.
* Performed initial analysis on existing process & work flows, implemented changes resulting in improved metrics to exceed published SLA`s as well as improved internal metrics, requests and incident turn-around.
* Successfully led the transition of the company`s retail base after that piece of the business was spun off in Jan 2012, allowing the company to change its name from StarView Solutions to `Shango` and focus on Wholesale Telco and the Software as a Service (SaaS) business.
MOVERO TECHNOLOGY - Austin, TX 12/07 - 06/11
Wireless/Mobile Device Management (MDM) Solutions - Telecom Expense Management: Recruited to turnaround and scale Customer Service and Support for a leading Wireless Mobility Managed Services company supporting an enterprise level SaaS, web-based solution.
Selected Contributions:
* Overhauled Client Services and Support, achieving increased customer satisfaction ratings and reducing call wait times. Implemented an aggressive CRM strategy to manage customer data and introduced a continuous improvement system.
* Performed initial analysis on existing process & work flows, implemented changes resulting in improved metrics to exceed published SLA`s as well as improved internal metrics and incident handling for Customer Service and Technical Support to include HIPPA requirements for a segment of the customer base.
* Worked with the Software Development and IT teams to retool the phone system and ticketing system in support of improved metrics and client satisfaction.
* Implemented critical metrics and a new methodology for measuring them to improve overall numbers.
* Revamped the support team structure, creating a much more scalable and `customer centric` model to include a tier-one, tier-two, and tier-three escalation work-flow.
* Created a definitive career progression path for personnel while mentoring new and existing leaders.
* Improved overall metrics, including client satisfaction, while reducing operations costs by over 35%.
* Improved overall service delivery efficiency by more than 150% over 10 quarters while maintaining SLA`s and client satisfaction (agent to client ratio).
* Led the Operations and Customer Support organization through 10 consecutive quarters of continuous improvement.
* Reduced Fulfillment cost (carrier provisioning) by 28% while increasing productivity and team morale.
* Increased Logistics team productivity and reduced cost by 30% by restructuring team and improving processes.
* Worked with Sales and Marketing to develop new and/or enhance existing products and services based on client needs and end-user feedback.
* Serve as the final escalation point for unresolved incidents and client issues.
APPTIX, INC - Austin, TX 10/05-12/07
Hosted Services (Microsoft Exchange): Hired to overhaul Customer Service and Support and relocate Operations from New York City to Austin, TX which required building the Operations and Customer Service center from scratch and recruiting a new team, relocating others, while seamlessly supporting over 40,000 existing US and International Hosted MS Exchange users. Led the acquisition related integration of Customer Service, Technical Support, and NOC Operations in support of over 150k combined end-users.
Selected Contributions:
* Established a 24/7 inbound Customer Service Delivery and Technical Support organization in Austin, TX in 2005.
* Defined and implemented processes, procedures and leadership tailored specifically to the business model.
* Built a 3-tiered Customer Service and Technical Support model for hosted MS Exchange, Mobility (BES, GoodLink) and SharePoint.
* Interviewed, hired and managed the 3-tiered support team in support of 150K+ SMB and Enterprise clients. Support model consisted of Customer Service / Technical Support, Network Operations and Engineering, reporting under one management umbrella (agents and engineers alike).
* Increased overall Client Satisfaction Survey results by 22% in less than 12 months reaching a 95% rating.
* In a 6-month period grew monthly Technical Support revenue by 29% to reach just under $250K annually.
* Scaled and prepped the Mi8 Operations, Engineering and Customer Support organization for the acquisition by Apptix in September 2006 for $21M.
* Responsible for the management of multi-location Customer Service teams and data centers located in US, UK and India; integrated Customer Service teams in multi-locations, functions and systems/tools as well as Operations for the three integrated companies (Mi8, ASP One, Apptix).
* Managed within ISO 9001:2000 Quality Management system standards.
* Built a Customer Service and Operations team in Pune, India in the first half of 2007 resulting in an estimated $600K in annual operational expense savings and SLA compliance.
* Served as the final escalation point for unresolved incidents, client issues and overall executive leadership.
GRANDE COMMUNICATIONS NETWORKS - San Marcos, TX 08/98 - 06/05
Cable TV, Telecommunications: Grande Communications is a Texas-based communications company providing residential and business customers with high-speed Internet, local and long-distance telephone and digital cable services over a single, high capacity, fiber-optic network. As Director, was responsible for building and managing the company`s 24/7 Technical Customer Service Delivery Center and Activations group. Overall management included service and support for 9 regional markets.
Selected Contributions:
* Successfully built and managed an inbound/outbound Technical Customer Service Delivery Center from scratch for Grande Communications in 2000, providing 140,000+ customers in nine (9) regional markets with a `one-call resolution` solution supporting bundled services.
* Overhauled the Telephone Provisioning Group in 2003, gradually reducing budgeted headcount by 60% through automation projects and process improvements while increasing proficiency by 50%.
* Centralized the E911 functions into one department and pulled previously outsourced database management functions in-house, creating a $150k annual savings for Grande
* Managed activities of the 24/7 Technical Support Center, responsible for providing residential and commercial customer support for bundled products in the nine (9) regional markets
* Forecasted and hired adequate staffing, which included 100+ employees and contract labor, and oversaw training, scheduling, team retention and motivation.
* Participated in the negotiations and management of outsourced contact center vendor contracts.
* Provided Executive Management with a variety of reports and analysis, including recommendations for continuous improvement, designing change initiatives, building and delivering training with a goal of first-contact resolution for customer satisfaction (i.e., call numbers by LOB and market; trends; why are customers calling us; root cause issues and ownership; performance metrics; etc)
* Analyzed call statistics to include abandoned call rates, average speed to answer, service levels, etc, and evaluated the information to make changes as needed to maximize team performance.
* Utilized WFM software to forecast call volumes and staffing requirements in order to meet SLA objectives
* Managed activities of the Telephone Provisioning Group responsible for `cradle to grave` activations of all residential and commercial accounts in the nine (9) regional markets
* Ensured that telephony orders were entered, processed and activated per established company and regulatory standards, including 911, Directory Assistance, LNP, SOA, etc, in the switch and VM platforms
* Collaborated with Sales and Marketing on new product development, quality assurance testing and implementation
* Directed activities of the E911 Department, managing company`s 911 database
PROFESSIONAL EXPERIENCE
2011 - 2012: Dir/VP, Operations & Customer Support StarView /Shango Austin, TX
2007 - 2011: Dir/VP, Operations & Service Delivery Movero Technology, Inc. Austin, TX
2005 - 2007: Dir/VP, Operations & Customer Support
Mi8 / Apptix, Inc. Austin, TX
1998 - 2005: Director, Customer Technical Support & Implementation Grande Communications San Marcos, TX
1997 - 1998: Manager, Operations & Support Westel Communications Austin, TX
1996 - 1997: Manager, Operations & Customer Support SA Telecommunications Dallas, TX
1994 - 1996: Manager, Operations Help Desk
EDP Telecom, Inc. St. Louis, MO
MILITARY: United States Air Force, Telecommunications Operations/Management
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