Kent Law
Vice President, Global Customer Support Services at Calix- Claim this Profile
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Bio
Credentials
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Designing Winning Negotitations
Columbia Business School Executive EducationMar, 2022- Nov, 2024
Experience
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Calix
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United States
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Software Development
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700 & Above Employee
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Vice President, Global Customer Support Services
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Oct 2021 - Present
Leading world class Support Services organization transforming how broadband service providers partner with support teams to simply their business operations to deliver an unparalleled subscriber experience.
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Senior Director, Support Services
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Jan 2020 - Oct 2021
Senior leader for Global Support Services organization, developing strategic vision, executing data driven, organizational transformation, leading all support lines of business. Leveraging data analytics, automation, and mixture of partner and badged team to expand a scalable, profitable, global support model. Data centric approach to incorporate emerging strategies to consistently refine and optimize operational efficiency, prioritize resource investments while expanding and inspiring… Show more Senior leader for Global Support Services organization, developing strategic vision, executing data driven, organizational transformation, leading all support lines of business. Leveraging data analytics, automation, and mixture of partner and badged team to expand a scalable, profitable, global support model. Data centric approach to incorporate emerging strategies to consistently refine and optimize operational efficiency, prioritize resource investments while expanding and inspiring team performance, growth and impact. Ramping and coaching leaders to operate high performing teams globally, with a proven ability to influence, motivate and mentor, cultivate and grow talent from all levels. Partnering, collaborating and building relationships with technology leaders across over 1000 global service providers to enable profitable expansion and demonstrate differential value.
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Director Customer Service
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Apr 2018 - Dec 2019
Director of Technical Support Services team leading global technical assistance center operations. Ownership of providing support for all Calix products, field account escalations, technical Tier 3 escalations for traditional products, specialized SLA and support needs through resident engineer contracts. Rapid team transformation with significant expansion of support functional responsibilities with aggressive margin and revenue objectives, successfully exceeded quarter over quarter… Show more Director of Technical Support Services team leading global technical assistance center operations. Ownership of providing support for all Calix products, field account escalations, technical Tier 3 escalations for traditional products, specialized SLA and support needs through resident engineer contracts. Rapid team transformation with significant expansion of support functional responsibilities with aggressive margin and revenue objectives, successfully exceeded quarter over quarter. Expansion and reliance of Data Analytics to run daily operations, monitor performance and forecast resource and cost models. President’s Club Winner representing Services team 2018, recognized for business and organizational transformation.
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Senior Manager, Technical Assistance Center
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Sep 2014 - Mar 2018
Senior Manager of technical assistance center, establishing relationships and trust with customer’s executive teams to garner feedback and proactively improve and strengthen Calix support, satisfaction and brand loyalty. Defined and established analytics strategy utilizing CRM tool (Salesforce) metrics to track, monitor and analyze KPI trends to maximizing customer satisfaction and team performance.
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Manager, Technical Assistance Center
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Jul 2011 - Aug 2014
Manager of Customer Service technical assistance teams across three Calix offices (San Jose, Petaluma, and Santa Barbara). Overseeing customer service account management escalations for sales teams of over 250 telecom companies. Process efficiencies and system augmentation through CRM tools (Salesforce, Jira, ACD call manager) to maximize support effectiveness and operational scalability.
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Supervisor, Technical Assistance Center
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Aug 2009 - Jul 2011
Supervisor for group of nine systems engineers direct reports, locally and remotely located. Responsible for customer service account management escalation for sales teams of over 175 telecom companies spanning through the Western, Mountain and Mid-west United States. Headed development and launching of internal training program for field operation organizations leading to over $1.5 million in savings over a three-year period.
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Team Lead
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Dec 2008 - Jul 2009
Performed weekly analysis of call queue interactions, durations and service requests for Petaluma team of five systems engineers. Reduction of average caseload by 25% in six months, an estimated efficiency savings of 60 thousand dollars per quarter. Expanded the internal training program for all systems engineers across the U.S. This expedited training process resulted in ability to utilize new resources 30% faster, a savings of 20 thousand dollars per newly hired engineer.
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Systems Engineer
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Mar 2007 - Nov 2008
Developed, and executed specialized revenue recognized reconfigurations of over fifty quotes and projects through the creation of detailed MOPs, network analysis and scripts for customer networks. Launched initial development of internal training program for new hires.
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Associate Systems Engineer
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Jul 2005 - Feb 2007
Troubleshot and resolved technical problems of Calix products for network implementations via phone, online and on-site support. Acknowledged as a top performer of the team in call volume and resolution efficiency each year.
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Education
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2000 - 2005
California Polytechnic State University-San Luis Obispo
Bachelor of Science, Electrical Engineering; Communication -
2008 - 2009
California State University-Sacramento
Masters of Business Adminstration, Business Administration -
2012 - 2012
University of Southern California - Marshall School of Business
Certificate of Leadership Development for High Performing Teams -
2010 - 2010
University of California, Berkeley, Haas School of Business
Certificate of New Manager Boot Camp, Complete -
2021 - 2021
Harvard Business School Online
Certificate of Disruptive Strategies, Complete -
2015 - 2015
University of California, Berkeley, Haas School of Business
Certificate Experience Manager Boot Camp, Complete -
2011 - 2011
University of California, Berkeley, Haas School of Business
Certificate in Dynamic Coaching, Complete -
2013 - 2013
University of Southern California - Marshall School of Business
Certificate in Effective Negotitation and Persuasion -
2017 - 2020
University of California, San Diego - Rady School of Management
Leadership Program Certificate
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