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Customer Service

Director, Global Head of Support

Top Management

<p>Customer focused global customer support leader with proven experience scaling support organizations, developing teams, evaluating customer feedback, and driving results.&nbsp;</p>

 • Developed and implemented the annual customer support plan year over year leading Evisort Customer Support to be awarded the BIG 2023 Organization of the Year for Excellence in Customer Service and receive a G2 Support Badge for Best Support, Fall 2023.
 • Lead, coached, and hired a team across North America and the Philippines with 100% CSAT, 95% Resolution Rate, and 14 minutes First Reply Time Median surpassing key performance indicator (KPI) and service level agreement (SLA) targets in 2023.
 • Implemented a new tool, Birdie, for the support team as an add-on to Zendesk for efficiency increasing resolution times by a minimum of 15 minutes per case so far in 2024.
 • Collaborated with customer success to design and build a digital touch motion for our growth and enterprise customer segments in Q4 2022, helping to decrease churn by 17% in 2023.
 • Expanded the team to global customer support building and training a team in the Philippines to help support the international clientele ensuring we continue to meet service level agreements (SLAs).

 • Defined and implemented the support strategy leading Evisort Customer Support to be awarded a G2 Support Badge for Best Support in the CLM and Contract Management category in 2021.
 • Lead, coached, and hired a team that met or exceeded greater than 95% CSAT, greater than 90% Resolution Rate, and First Reply Time less than 2 hours meeting service level agreements (SLAs).
 • Built a world class help center and in-app walkthrough guides for self-service options where case volume only increased by 15% while users multiplied by 3 times from 2021 to 2022.
 • Restructured the bug triage process partnering cross-functionally with the Product, Engineering, and QA teams along with host a weekly triage meeting to decrease ambiguity and increase visibility on bugs.
 • Developed support key performance indicator (KPI) dashboards in Zendesk giving detailed and accurate visibility into team performance metrics, both productivity and quality.

Head of Customer Support

 • Scaled global support operations and the team utilizing data from 10 people to 30+ people with 2 regional managers.
 • Initiated a new customer support feedback loop process that increased response rate for overall partnerships by 38% in Q2 2020.
 • Built customer support KPI dashboards in Databricks to give detailed and accurate visibility into team performance, both productivity and quality.
 • Increased time to resolution (TTR) from 30 tickets per hour to 45 tickets per hour from Q4 2018 to the end of 2020.
 • Collaborated with engineering automating ticket resolution increasing the team resolution rate (RR) in Q4 2019.

Customer Support Global Head

Granite Rocx was an outdoor backpack and cooler manufacturer based out of Lake Tahoe, USA.

• Developed and patented backpack and cooler system for multi-purpose outdoor use
• Lead sales, built marketing strategy and all material, and designed and maintained eCommerce website
• Handled all bookkeeping through QuickBooks to ensure accurate and timely accounting information

Founder / CEO

 • Proposed and implemented a support team restructure in 2017 increasing retention from 89% to 91%.
 • 5 team members promoted since 2014.
 • Decreased negative comments on CSAT survey by 10% since 2015 to the end of 2018.
 • Partnered with data and development to decrease a weekly data support process from 7 hours to 1 hour.
 • Introduced Slack, an internal chat tool after discovering communication issues across the team in 2017.

Regional Manager, Customer Support Team

 • Retained at least 90% of 55-60 client accounts per quarter.
 • Built marketing material through blogs, email, and newsletters that increased volume of leads by 25%.
 • Visited client sites that included, but were not limited to: Zurich, Dublin, and Paris to answer questions, instruct training sessions, and present new features/capabilities of our products.
 • Helped demo our products to prospects that increased revenue by $100K in Q1 2011.

Account Manager

 • Helped define strategy and product future for new web-based product, Zephyr On Demand
 • Provided analytical and technical support to clients via email and phone, of which included educating clients on best practical uses of our products in current market conditions.
 • Taught new user training, advanced mathematical and statistical concepts, and proprietary code instruction online for clients.
 • Built and developed new workbooks, templates, and portfolios per client requests.

Senior Support Specialist

Find out detailed information about Stephen Berei, Director, Global Head of Support in South Lake Tahoe, CA

Stephen Berei: Director, Global Head of Support in South Lake Tahoe, CA

Stephen Berei