Support Manager

SUPPORT MANAGER

**+ years as customer-facing support manager at Marketo, Danger and Microsoft developing and deploying scalable training programs for mobile support partner organizations. Managed major mobile operator support for T-Mobile, Verizon and Sharp (OEM) representing $120M in annual revenue and 97% of the company business at Danger. Known for building and maintaining strong, strategic long-term relationships with customer and internal stakeholders in support, sales, engineering and marketing organizations.

Achieved a 30% reduction in “No Trouble Found” returns with a major OEM Partner by analyzing support trends and advocating to senior management the need to implement a comprehensive Support and Services Boot Camp. This pilot program was eventually rolled out as required training to the entire mobile operator support team after demonstrating superior “first-call resolution” statistics.

Enabled an 8-year record of 99% of escalated customer issues resolved within service-level agreements for all mobile operator and Windows Phone support issues, Rated “exceeded expectations” at last Microsoft performance review.

Reduced invalid and repetitive support escalations by 25% through proactive outreach to Mobile Operator support teams by establishing a “presence program.” Traveled to domestic and international support organizations and implemented an on-site, hands-on, support, consultation and train-the-trainer programs for hundreds of team members, coaches and support center leadership.

Prevented 5 strategic customers (500+ deployed seats) from leaving Windows Phone platform by providing timely resolution of customer complaints escalated from executive management team.

Familiarity with JIRA and Remedy support platforms. Developed technical understanding of marketing automation CRM and SAAS platforms like Salesforce and Marketo.

PROFESSIONAL EXPERIENCE

Lee Hecht Harrison – San JOSE, California 2016-PRESENT

CAREER COACH

Delivered career transition services and advised on resume writing, LinkedIn positioning, networking, interviewing, and other skills important for a successful job search. Provided leadership and career development assistance to 30 clients. Helped candidates recognize their accomplishments and communicate their value succinctly and impactfully.

Marketo – San mateo, California (Contractor) 2015-2016

BUSINESS ENABLEMENT LEAD

Orchestrated an end-to-end review of the support engineering new-hire process at Marketo, streamlining an onboarding process that included 31 hours of mostly obsolete and outdated audio and video training materials and significantly reduced the new-hire ramp time in the process.

Built marketing campaign trainings in Marketo development sandbox environment. General familiarity with Salesforce Sync. Built training campaigns in Marketo’s LMS platform.

ProMatch – Sunnyvale, California 2013-2015

TEAM LEAD, TRAINING AND DEVELOPMENT ORGANIZATION

ProMatch is a volunteer-run organization helping Silicon Valley professionals better tell their stories during their job search. As a team lead, I managed a group of 50 sub-team members, leading the onboarding process and succession planning for a constantly changing organizational structure.

Managed a team of 25 training professionals to develop and facilitate a specialized “Facilitation Skills Training” workshop, deployed to hundreds of other ProMatch members to enhance group facilitations in training workshops and group meeting settings.

Hewlett Packard (ArcSight) – Sunnyvale, California 2011 – 2012

SUPPORT ACCOUNT MANAGER

Trusted Advisor. Served as an advocate for customer issues requiring support tickets escalation management, code fixes, patches or feature requests.

Managed five major enterprise business relationships for Security Information Event Management hardware/software solutions and proactively managed customer concerns during executive escalations.

Microsoft – Palo Alto, California 2008 – 2011

SUPPORT ACCOUNT MANAGER

Provided strategic support for 15 Windows Phone mobile operator support teams and served as a direct liaison into the Microsoft Tier 3 Global Escalation Support Team.

Awarded Microsoft Customer Support and Services “Gold Star” Award for data recovery initiatives during a high priority, 24/7 service outage affecting 1 million + production customers over a 6-week period.

Danger, Inc. – Palo Alto, California (Acquired by Microsoft in 2008) 2003 – 2008

PROGRAM MANAGER-TIER 3 CUSTOMER ESCALATION SUPPORT TEAM

Supported 1M+ customers 24/7/365 with final tier technical support team. Developed all mobile operator technical training for Sidekick mobile phone platform. Managed all new employee onboarding for technical support organization.

Initiated and managed external user trials for 50 customers and provided direct “Voice of the Customer” Feedback to the engineering and marketing teams. Achieved near 100% participation in beta trials.

Filed the third-highest number of technically verified bugs in entire company support organization, 65% resulting in code changes.

EDUCATION

M.A., Education, Hebrew Union College, Los Angeles, CA

B.A., Political Science, UCLA, Los Angeles, CA

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