Alan Sears

831-***-**** ad2nhq@r.postjobfree.com Santa Cruz, California

SUMMARY

Head of Customer Support with 20 years of experience, adept at building and leading global customer support teams, spearheading cross-functional collaborations, and driving customer retention and loyalty. Proven success in transforming support functions into profit centers, reducing support ticket backlogs, improving customer satisfaction scores, and implementing 24x7 global support models. Excels in team recruitment, training, and performance measurement. Eagerly seeking to leverage these skills, experiences, and accomplishments in a new Head of Customer Support role. WORK EXPERIENCE

PRIME TRUST, LLC. Las Vegas, NV

VP of Global Customer Support Feb 2021 - Nov 2023

● Transformed Prime Trust’s Support function to a profit center by implementing a Premium Support offering, resulting in increased revenue

● Expanded team size from 2 to 24 employees and integrated offshore resources to enhance operational efficiency

● Led the establishment of a 24x7 Technical Support team to ensure round-the-clock customer assistance

● Elevated company’s BBB rating from F to A- through operational excellence and enhanced customer satisfaction

● Significantly reduced Average First Response Time on tickets from 33.6 hours to 0.4 hours, optimizing customer service delivery

BITGO, INC. Palo Alto, CA

Senior Director of Global Customer Care Oct 2017 - Feb 2021

● Achieved an 80% reduction in support ticket backlog within two months

● Initiated and maintained a Customer Satisfaction program, resulting in a CSAT score of 88% and an NPS score of 66

● Established a 24x7 'follow the sun' global support model for enhanced customer service

● Drove reduction of Average Resolution Time on tickets from 88 hours to 30 hours GOOGLE, INC. (recruited by Embedded Resource Group) Mountain View, CA Developer Relations Support Program Manager May 2016 - Sep 2016

● Automated and simplified processes to eliminate backlog of over 25,000 developer leads

● Defined and implemented efficient process flow for inbound developer requests

● Collaborated with Google's Salesforce Administrators to design lead and idea objects and developed reports and dashboards in Salesforce

ACESSE CORPORATION Redwood City, CA

Customer Support Training Manager Mar 2015 - Jul 2015

● Implemented mentoring program to streamline new hire training, leading to accelerated onboarding and improved proficiency across diverse geographic locations

● Contributed to the setup of a new support facility in Redwood City, expanding support coverage

● Organized live training events to facilitate smooth adoption of new CRM (Oracle Service Cloud) and developed self-paced training materials for post-deployment support. Managed issue resolution during CRM implementation phase

● Established performance evaluation criteria for Customer Support team members and crafted job descriptions for various support positions

VIEWPOINT Capitola, CA

Training Project Manager Feb 2014 - Mar 2015

● Led initiatives that improved customer satisfaction rating for release-related training content from 84% to 90%

● Ensured on-time delivery of training content for Spring and Fall product release schedules

● Analyzed training material requirements for new releases and oversaw the development of training webinars, online self-paced training content, and other training materials MAXWELL SYSTEMS Santa Cruz, CA

Customer Support Manager Jan 2011 - Feb 2014

● Increased Department’s CSAT average from 7.8 to 9.2 by implementing Customer Care Workshops and Support Case Reviews

● Reduced customer wait times by introducing Live Agent chat and a customer self-scheduling tool

● Reduced support backlog by 60%, handled escalations arising through support channels, and evangelized the voice of the customer to cross-functional teams Customer Success Manager Feb 2010 - Jan 2011

● Defined and managed client life cycle process from initial sale through all phases of implementation

● Managed customer accounts post-implementation to ensure successful adoption of Maxwell software

● Converted at-risk accounts to sales reference accounts Learning Management System Manager /Project Manager May 2008 - Apr 2010

● Led successful launch of Learning Management System, ensuring smooth implementation and user adoption

● Enhanced customer adoption of new software product through structured blended learning program for new customers, integrating online self-paced content and instructor-led training sessions

● Created and implemented self-paced training content to facilitate successful adoption of Maxwell's mobile app by customers

● Managed a team of two instructional designers, overseeing the development and updates of online self-paced learning content

● Implemented Knowledge-Centered Support (KCS) methodology in the Support organization, enhancing support efficiency and customer satisfaction Senior Application Support Technician Jun 2004 - May 2008

● Led a team of application support technicians to ensure timely and accurate resolution of customer issues

● Collaborated with cross-functional teams to identify and implement process improvements, resulting in a 20% increase in customer satisfaction

● Trained and mentored junior support technicians to enhance their technical skills and improve customer interactions

EDUCATION

Mount St. Vincent University Halifax, NS

Bachelor of Business Administration

SKILLS

• Customer Relationship

Management (CRM)

• Cross-Functional Collaboration • People Management

• Operational Efficiency

Improvement

• Strategic Planning • Customer Retention Strategies

• Change Management • Service Level Agreement (SLA) Management

Contact this candidate