Mojo Networks, Inc.Vice President, Customer Experience
Apr. 2015 - Aug. 2018Mountain View, CaliforniaPioneered new executive position; oversaw peerless delivery of technical aid, cloud services and infrastructure, team training and customer experience management. Led cross-functional team of 75 working in 8 countries, delivering 24/7 technical support to over 3,150 clients worldwide. • Developed enhanced services program for global retail and entertainment brands including Comcast, Windstream, WatchGuard, and Electrical Power Board. • Generated $75 million within 36 months by spearheading scalability initiatives and designing infrastructure that supported enhanced procedures, teams, and solutions. • Reduced run costs by $45,000 per month by negotiating new service contracts with cloud computing vendors. • Transformed execution and focus within technical assistance and cloud service teams, introducing engagement program that reduced turnover and improved customer experience. • Reduced incoming service calls 28% by transitioning legacy ticketing software to cloud-based service incorporating customer portals, self-help and SLA management. • Achieved 97% customer satisfaction by leading post-sales team in delivering best-in-class L3 support, resolving key issues regarding operation, configuration, and solution usage. • Introduced e-learning platform for product training, certification, release updates, and compliance tracking metrics for partners, customers, and internal teams.