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Click here or scroll down to respond to this candidateALEXANDERBOOTHROYDCONTACTEMAIL AVAILABLEPHONE NUMBER AVAILABLEReston, Virginia Street Address
LINKEDIN LINK AVAILABLESKILLS Strategic planning and tacticalmanagement Process Improvement Integrity and Transparency Team-Building Abilities KPI and Dashboard Building andMonitoring Coaching and Mentorship Productivity Management Scheduling and Coordinating Leadership Business Analysis Project Planning and Execution Hubspot and Salesforce expert Excellence in Excel, Access,Tableau and WFM Internal collaboration on-shoreand off-shore Budgeting and planningEDUCATIONBachelor of Science: InformationTechnology and International Business.Graduated 1995University of Teesside Middlesbrough,UKGPA: 4.0First Class with HonorsSUMMARYInnovative Leader of Global Customer Support with more than 20 years of experience driving Customer Support. Inspire individuals and groups to world-class results, consistently boosting team productivity within SaaS environments. Skillfully direct Customer Support centers for fast growing companies from start-up through their rapid growth. Cultivate vital relationships with external clients and across internal teams and departments. Lead small and large teams and support serving as subject matter expert in customer service and including inbound/outbound phone, email, social media and Community Support channels. Versatile skill base includes reliable and trustworthy budget management, strategic planning, client satisfaction. Widely recognized as a passionate leader, trusted coach, consummate team player, noteworthy communicator and critical thinker who consistently builds talented and high-performing customer support teams. Both strategic and tactical being able to see the bigger picture whist rolling up the sleeves to help dig in and perform the same duties as the front-line teams. Highly proficient with large data sets and providing meaningful and actionable reporting from them. EXPERIENCEChief Customer Officer, 02/2023 to CurrentCornerMedia - Reston, VA Improved operational excellence at every stage of customer life cycle and customer journey. Developed innovative strategies to manage existing partners and new customers, reducing TTV by 4 weeks. Oversaw business-wide changes to modernize procedures and organizational efficiency. Cultivated company-wide culture of innovation and collaboration. Senior Vice President Customer Service, 01/2022 to 02/2023 Home365 - Reston, VA Transformed customer service team to provide necessary outcomes that customers needed, through new processes, metrics, management, leadership, and technology. Highly technical troubleshooting within Cloud Providers and Customer Networks to improve site reliability. Improved NPS from -30 to +40 for stakeholders through focus on extreme ownership and accountability (NPS +40%) and improved social review rating from 1 to 4 (in various markets) Reduced backlog by 50% without hiring incremental headcount through implementation of skill-based case routing and coaching / mentoring. Managed as executive sponsor, largest stakeholders to ensure right level of urgency applied to their issues, through influencing without authority product change and improved AI decision making. Developed and implemented new strategies and policies to support long- term business objectives and provide strong and sustainable organizational leadership. Developed, coached, and mentored feedback to top-performing teams using strong leadership and analytical thinking skills. LANGUAGESEnglish:Native or BilingualFrench:Professional WorkingACCOLAIDESWon the Ovum Global InnovationReward for Customer Support andInnovation (Cartrawler)Vice President Customer Service, 01/2016 to 12/2021 Genesys - Reston, VA Implemented tier-less 24x7 customer service model removing layers of escalation managers for a SaaS B2B product offering with hundreds of enterprise clients Delivered on all Customer Service KPI's on target, and on plan. Grew team from 14 members to over 200 in 4 primary locations, and remote, serving global audience of clients, supporting 5 separate SaaS platforms. Employee engagement highest in Company, with lowest voluntary attrition Improved NPS -70 to +50 through tenure and served as executive sponsor for enterprise accounts. C-Level customer engagements for Tesla, Microsoft, Nike, BCBS, Starbucks, Telstra (Australia), Philip Morris, Quicken, and Shipt as examples. Maintain composure with very difficult issues the Product, and ensuring trust and confidence with Clients when things went wrong, and coordinating diagnosing, resolving, and preventing further repeat. VP Customer Service, 03/2013 to 12/2016CarTrawler - Dublin, Ireland Built center of excellence from scratch to award winning, well-structured, and high-performance organization of 200 FTE for support in 8 languages supporting increase in revenue of 100% Consolidated 9 contact centers in EU following acquisition of large competitor. Sourced & implemented world-class multi-channel customer contact management platform with over 750 different lines and 1,500 separate brands through white label. Dramatically improved online reputation from world's worst performing brand in Car Rental (65th) to 1st with average rating of 9.2 out of 10 (up from 1 out of 10). KPIs, Dashboards and CRM selectionDirector of Customer Service, 03/2010 to 02/2013Eircom - Dublin, IrelandDirector of Customer Service, 10/2007 to 03/2013Clearwire (Sprint) - Dublin, IrelandDirector of Customer Service, 05/2004 to 10/2007.PayPal - Dublin, IrelandDirector of Customer Service, 06/1995 to 05/2004America Online - Dublin, Ireland. |
