2010 to 2012
TEAM LEAD (MANAGER)
BLACKBERRY
Cross managed a technical support operations department with 70 staff that supported BlackBerry Enterprise Solutions to 150 - Fortune 100 companies, state and government agencies. Additional responsibilities included overseeing 23 tier-three Microsoft/BES Certified Analysts and Support Account Managers. Met and exceeded performance standards, monitoring 3,500 calls per day, three shifts along with employee ticket queues, timeline for resolution, and audit solution recommendations. Applied surveys and trending reports to drive customer satisfaction/retention service levels. Addressed technical concerns as an escalation point and advocate to the client. Coached and mentored employees through one-on-ones, team meetings, educational workshops, and ongoing department training.
BlackBerry, Premier Achievements Continued:
Led by example in managing a top-performing team of skilled professionals, supervising technical experts with government/security clearance that possessed in-depth knowledge of each client’s BlackBerry enterprise software and deployment setup.
Reduced time to resolution 80% and consistently exceeded customer service levels by going above and beyond and working around the clock to ensure adequate staffing.
Successfully built a winning team by recruiting, evaluating, organizing training, and acclimating technical experts with the various Blackberry products and services.
Achieved record time to resolution for maintenance and emergency outages by leading national arrangements for immediate planned onsite technical assistance to a customer’s location by planning shifts of 100 weekday hours of staffed on-call experts (technical, account & escalation management) 24/7/365.
Contributed 13 million in annual service revenue, delivered at a maintenance profit margin at or above 40% in additional sales revenue via the account management team, who developed a good understanding of the customer's business and recommended solutions through sales presentations to C-Suite executives to advance their BlackBerry deployment.
Achieved outstanding 96% client satisfaction as a team by staying abreast of client maintenance agreements and escalating issues and concerns to all areas of the organization.