Experience

Backcountry

• Retail
• 500 - 600 Employee

• Customer Service Consultant

  • Sep 2023 - Present

  - Helping management develop procedures for more efficient handling of incoming email, sms, chat and phone contacts - Working to implement new technologies to minimize tier 1 customer needs



RECUR

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Experience Senior Manager

  • Feb 2022 - Jan 2023

  - Hired, trained and led a US-based specialized payments and blockchain CX team. Developed processes, policies and playbooks to handle customer issues related to fiat and crypto transactions, cash out options (ACH/wires) and NFT deposits/withdrawals across multiple blockchains - Oversaw "branded experiences" managers and their teams who focused on supporting the general platform and NFT marketplace - Owned customer facing Help Center and developed internal documentation for… Show more - Hired, trained and led a US-based specialized payments and blockchain CX team. Developed processes, policies and playbooks to handle customer issues related to fiat and crypto transactions, cash out options (ACH/wires) and NFT deposits/withdrawals across multiple blockchains - Oversaw "branded experiences" managers and their teams who focused on supporting the general platform and NFT marketplace - Owned customer facing Help Center and developed internal documentation for employees Developed strong relationships with product, engineering, community and compliance to collectively address customer issues - Owned agent CSAT scores by addressing all negative CSAT survey returns with agents, and contacting the customer directly to ensure resolution. Maintained a 90% or better score - Worked to develop and support new B2B product for NFT creators Show less



Deltatre

• Italy
• Information Technology & Services
• 700 & Above Employee

• Head of Service Delivery

  • Mar 2019 - Feb 2022

  - Lead service delivery for Discovery Network’s PGA GOLF.TV product. Ensured successful delivery of live satellite broadcasts streamed to the internet every week to hundreds of thousands of golf fans around the world (OTT) - 24x7x365 support leadership for mobile app and website. Oversaw the release, uptime and performance of each update - Weekly reporting including SLA metrics and KPIs - Escalation point for all customer issues - Managed team leads for internal UK and Italian based… Show more - Lead service delivery for Discovery Network’s PGA GOLF.TV product. Ensured successful delivery of live satellite broadcasts streamed to the internet every week to hundreds of thousands of golf fans around the world (OTT) - 24x7x365 support leadership for mobile app and website. Oversaw the release, uptime and performance of each update - Weekly reporting including SLA metrics and KPIs - Escalation point for all customer issues - Managed team leads for internal UK and Italian based B2B support organizations - Trained and oversaw external third-party customer support managers - Operational management including costs, budgeting and capacity control. Consistently falling under budget and increasing revenue Show less



Ripple

• Business Consulting and Services

• Head of Support

  • Apr 2016 - Mar 2019

  San Francisco Bay Area - Hired, trained and led US and UK based technical services teams. Worked directly with managers overseas to form a cohesive unit - Developed processes, policies and playbooks to onboard and support enterprise banking partners - Established strong cross-functional alignment and collaboration with product, engineering, marketing and compliance, with clearly defined processes and expectations - Acted as the face and voice of the company to customers during emergencies - Established… Show more - Hired, trained and led US and UK based technical services teams. Worked directly with managers overseas to form a cohesive unit - Developed processes, policies and playbooks to onboard and support enterprise banking partners - Established strong cross-functional alignment and collaboration with product, engineering, marketing and compliance, with clearly defined processes and expectations - Acted as the face and voice of the company to customers during emergencies - Established Voice of the Customer (VOC) program. Developed processes for measuring/monitoring CSAT scores with each banking partner - Worked with legal team to define and negotiate professional services contract terms, including support agreements and SLAs - Hired, trained and led a team of US contractors. Worked directly with team lead to facilitate shutdown of Ripple Trade wallet and cryptocurrency exchange - Designed and implemented Zendesk ticketing system and Pager Duty alerts for around the clock coverage

• Technical Services Engineer

  • Apr 2015 - Apr 2016

  San Francisco Bay Area - Provided support for key blockchain partners and consumers using the Ripple Trade wallet and cryptocurrency exchange - Maintained a personal 90% CSAT score - Community message board moderator - Owner of customer facing Help Center - Contributed to company wiki and knowledge base documentation - Worked with compliance and product teams to build and implement a KYC program for Ripple Trade



Granicus, Inc.

• Technical Support Team Lead

  • Oct 2013 - Apr 2015

  San Francisco Bay Area - Lead a tier 3 support team for 8 different software products provided to thousands of government employees - Manager on call - Trained customers and new hires - Subject Matter Expert (SME) for the daily monitoring, maintenance and improvement of key web applications and a multi-gigabit video streaming network - Worked with account managers and integration engineers to deploy new products and services



OpenAsset

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Oct 2012 - Oct 2013

  New York, New York - Managed the scoping and delivery of technical services to ensure successful implementation of software - Worked with customers to develop success plans to outline how software could address their needs. Regular follow-ups to promote use and gain feedback - Served as front line liaison between the technical team and customers - Onsite travel to train and identify sales opportunities - Helped drive customer references and case studies. 95% renewal rate covering 60 accounts



Zendesk

• Software Development
• 700 & Above Employee

• Customer Success Manager

  • Jun 2011 - Oct 2012

  San Francisco Bay Area - Zendesk product and features expert (SME), providing insight and support to over 50 customer accounts - Proactively engaged customers to increase awareness, product knowledge and adoption of software’s core features - Created and improved processes for effectively analyzing support metrics & KPIs, along with user feedback. Used key insights to drive upstream product, policy and process improvements



PurePlay

• Computer Games
• 1 - 100 Employee

• Lead Systems Administrator

  • Nov 2005 - Jun 2011

  San Francisco Bay Area - Detected, diagnosed and resolved network and systems issues - Managed external relationships with key partners technical support personnel and infrastructure management teams - Monitored network and hardware utilization, capacity and quality. Reduced infrastructure expenses through pricing, sourcing, and managing new and existing hardware - Trained internal support team - Increased network capacity by 75%. Brought new Toronto colocation facility online - Introduced new… Show more - Detected, diagnosed and resolved network and systems issues - Managed external relationships with key partners technical support personnel and infrastructure management teams - Monitored network and hardware utilization, capacity and quality. Reduced infrastructure expenses through pricing, sourcing, and managing new and existing hardware - Trained internal support team - Increased network capacity by 75%. Brought new Toronto colocation facility online - Introduced new applications for reporting and alerting Show less



@christopherglyn studios

• 2021 to present: Photo - Video - Visuals

  • Jan 2004 - Jan 2004

  - Freelance event, portrait and real estate photo and video content creation - Drone operator - mapping, surveying and cinematic shoots - 360° camera work, including property tours and sports - Visual artist, collaborating with international touring producers, musicians and large venue operators to create unique live visual experiences for event attendees - Strong Adobe Suite, Resolume, Touchdesigner and projection mapping skills