Nir Galpaz's Email Addresses & Phone Numbers

📖 Summary

An experienced executive with over 20 years of leadership in Customer Service and Networking industry, extensive international experience with various vertical customer segments, proven record of success in creating new support organizations in start-up and well established companies. Passion for leading Customer Service organizations of high-growth technology companies in: Networking,Cloud Networking and SaaS, Wireless, Optical Networks, and Security. Reputation as a solid leader, creative solution provider, master of communication and personal relationships, hard worker. Specialties: Customer Service Management Network Planning for Wide-Scale Deployments. Performance Monitoring Cloud and SaaS Strategic Planning and Execution M&AVP of Global Technical Support @ Vice President for ShoreTel global support organization. Responsible for ShoreTel technical expertise and building and managing all aspects of Customer Service,Call Center and NOC operations, for ShoreTel on-premise and Cloud UCaS solutions with multiple locations globally providing follow-the-sun 24x7 technical support for enterprise and SMB customers located worldwide. Experience recruiting, building, managing, and leading regional technical support directors, managers, and teams located in various locations domestically and internationally. Experience developing, implementing, and managing the use of appropriate Customer Service tools, procedures, processes, and metrics; including familiarity and management of automated CRM tools, developing Call Center infrastructure, case and escalation management procedures, and building and leading a strong 24x7 technical support team that strives for the highest levels of customer satisfaction. ShoreTel is a $350 million company with over 1000 employees in the United States and around the world. The Premise Services and Operations organization is a $65 million annual revenue generator that is run as a P&L . This organization boasts world-class profit margins of 74%. From September 2014 to Present (1 year 4 months) Sir Director Customer Service- Premium Accounts @ Responsible for leading, Operating, high-touch, high-end Juniper Networks enterprise and service provider customers ( AT&T, VERIZON, BLOOMBERG, GOOGLE, AMAZON ,etc) Leading multi-site, multi-tiered Customer Service global teams of senior support engineers, which are responsible to deliver a world-class level of service though direct, partner, and outsourced models. Providing exceptional customer satisfaction by meeting or exceeding service level agreement criteria for key Juniper's customers through solid metrics and KPI’s as well as personal involvement in customer escalations. Increased operational excellence &KPI such as: Time to Resolution, Time to Escalate. Leading cross functional business initiatives to improve customer satisfaction while maintaining operating margins. From February 2013 to September 2014 (1 year 8 months) Director, Customer Service @ Customer Service Director for Juniper fast growing Campus/Branch and Data Center Business Unit (CDBU), leading world wide customer support for EX Switching line, Fabric and Wireless LAN. Role responsibilities include active customer situation resolution, escalation management, development and leadership of associated support teams world wide, customer satisfaction tracking. Increased customer satisfaction indicator by over 25% in 12 months, integrated WLAN support team with no customer impact in 12 months, kept attrition rate below 10 % annually . From September 2007 to February 2013 (5 years 6 months) Manager, Ethernet Platforms and Voice Support @ Founded and led EX Ethernet switching support team, enabling fast growth of business from $0 to hundreds of $M in 3 years. Led complete transition of Kagoor Networks’ support team to Juniper CS organization. Designed new engineering and sustaining support model, improving response time and bug fix ratio by 15%. From May 2005 to September 2007 (2 years 5 months) Manager of Application Engineering @ Capitalized and established a world wide customer service organization for post-sales support, professional-services, and education services. Deployed and supported VoIP solutions for Tier 1 Carriers (Singtel, NTT-Com, BT, FT…), strategic partners/ OEM (NSN, Fujitsu, NTT-AT…). From December 2004 to May 2005 (6 months) Director of technical support @ Developed and led pre-sales, professional services, customer support, and education services for systems deployed worldwide in US, Japan, China, and Europe, orchestrating both internal and outsource services. Created product literature for customer presentations, release notes, and application notes. Developed a customer support and integration lab. From September 2003 to December 2004 (1 year 4 months) Tech support Engineer @ Provide tier 3 support to RAD’s customers around the world. Traveled internationally to meet with customers and distributors, and provided lectures and presentations on seminars. Configured, installed, and maintained network equipment, and network services across local area networks LAN, wide area network WAN, and remote access. From 2000 to 2003 (3 years) Project Manager @ Oversaw diverse multi-million dollar projects in computing and networking. Identified and recommended solutions appropriate to customer needs; held responsible for ensuring feasibility of solutions offered through detailed diagnosis of customer requirements. Provided direct support to customer in analyzing, troubleshooting, and resolving product-related issues. From August 1998 to September 2000 (2 years 2 months) Nir Galpaz is skilled in: IT Management, Team Leadership, Project Management, Performance Management, Performance Reporting, Technical Support, Customer Support, Customer Satisfaction, Customer Service, Customer Experience, Critical Thinking, Critical Incident Stress Management, Networking, M&A experience, VoIP