Cindy Williams

Current

Customer Support Manager at Intacct Corporation

Past

Program Management Manager, Virtual Training at Cisco Systems
Global Customer Escalations Licenting Project Manager at Juniper Networks
Director, Customer Care at Code Green Networks

Sr. Director of Operations & Services at Transera Communications, Inc.
Director, Operations Support Services at iPass (formerly GoRemote)
Sr. Director of Worldwide Customer Support at fusionOne
Customer Support Group Manager at BancTec (Plexus Division)
Product Support Manager at Intuit
Technical Account Manager at Micro Mode (Sage Software)
Controller at Architectural/Engineering Firms (Various)

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Education

Foothill College
De Anza College

Recommended

9 people have recommended Cindy

Connections

179 connections

Industry

Computer Software

Websites

My Company

Cindy Williams’s Summary

•Experienced people manager – in small start ups to large corporations
•Solved complex problems that solved “cradle to grave” customer satisfaction issues
•Skilled in process improvement and re-engineering
•Strong player across global organizations
•Customer advocate that builds brand loyalty
•Created proactive customer satisfaction metrics and reporting infrastructure to measure performance (Customer Scorecards or Health checks) and to use for internal communications
•Experience with global customers in the PCOEM, Wireless, Telco Carrier, Networking, Banking/Finance, Health-care, ISP/Roaming and numerous other industry technologies
•Demonstrated performance in improving customer service best practices
•Strong negotiation, team building, conflict resolution, recruiting and retention skills
•Solid strategic business planner, strong decision maker based on sound judgment and background
•Strong communicator at the Executive or individual contributor level

Cindy Williams’s Specialties:

Building new teams for start ups
Re-engineering for teams focusing on customer satisfaction
Process workflow and implementation
Web 2.0 advocate
Esclation Management

Cindy Williams’s Experience

Customer Support Manager

Intacct Corporation

(Privately Held; Computer Software industry)

June 2009 — Present (2 months)
Program Management Manager, Virtual Training

Cisco Systems

(Public Company; CSCO; Computer Networking industry)

August 2007 — December 2008 (1 year 5 months)

• Developed escalation process and managed resolution and reporting for all technical and operational issues
• Managed team to drive technical content for Web 2.0 portal for knowledge used by Cisco internal and Partner communities
• Drove and published policies and procedures for planning training events and metrics
• Vendor management of a development and integration of multiple internal tools
• Communicate with global teams to ensure that redeliveries are successfully surveyed
• Work with Channels to understand Partner needs and design programs to meet their needs reusing authorized Cisco internal content
• Work with technical Lab Managers to ensure successful delivery in Emerging Market locations
Global Customer Escalations Licenting Project Manager

Juniper Networks

(Public Company; JNPR; Computer Networking industry)

October 2006 — August 2007 (11 months)

• Managed escalations for key accounts focusing on increasing customer satisfaction scores and reduction of issues relating to licensing
• Identified registration and licensing issues impacting Juniper’s strategic accounts with SSL migrations, Junos, Routers, Steel Belted Radius, Firewall and IP Products
• Drove and published first version of Corporate Licensing Policies
• Communicate with Partners regarding licensing processes, tools and Juniper’s current practices
• Key member of NPI process team with providing feedback to improve customer satisfaction in product roadmap
• Review of Corporate website licensing landing page for improvements, drove changes to promote EODB (ease of doing business) Corporate initiative
• Provided recommendations on integration of previously acquired companies (systems and processes) into Juniper’s Corporate infrastructure and current policies
Director, Customer Care

Code Green Networks

(Privately Held; Computer & Network Security industry)

March 2006 — August 2006 (6 months)

• Created two support offerings and datasheets to clearly define clear levels of service that delineate between software and hardware services
• Defined and negotiated support process with Dell
• Implemented salesforce.com case and solution tool for issue tracking and customer portal including knowledge database and web-based self-service
• Trained and manage Channel Partners to deliver first level support
• Provided support to Sales Engineers and Implementation teams during BETA and evaluations
• Developed a process to log and review feature requests with Product Management, providing feedback to the Sales team on any enhancement request
• Created an escalation and SLA process to QA and Engineering for assistance in diagnosing issues and delivering patches if necessary
• Set up lab environment to support the appliance along with access to application through VM Ware
• Created Partner Program Guide which outlined the benefits and requirements of participating as a Code Green Networks Partner including preparing for providing Tier 1 support
• Wrote knowledge base articles and published in internal and external database, added information as appropriate to other publications (Implementation Guide, Troubleshooting Guide, etc.)
Sr. Director of Operations & Services

Transera Communications, Inc.

(Privately Held; Telecommunications industry)

November 2004 — December 2005 (1 year 2 months)

• Developed operations and support processes, published documented procedures, created robust reports for internal reporting to Executive Staff
• Key contributor to “Field Trial” team for the purpose of customer acquisition from pilot to production stage
• Developed standard support and training programs and pricing for all products and services
• Wrote support contracts for standard, 24/7 and stand-by support programs
• Created “health check” programs for proactive customer satisfaction
• Created documentation for SNMP trap processes for Tier 1 Network Monitoring team in India
• Deployed new call tracking and knowledge base system
• Worked with Tech Pubs to create new technical training documentation, Operations Run Book, and other customer facing publications
Director, Operations Support Services

iPass (formerly GoRemote)

(Public Company; 201-500 employees; GRIC; Telecommunications industry)

December 2001 — August 2004 (2 years 9 months)

· Led integration of acquired company and existing GRIC Customer Care departments’ integration process
· Developed case review process to reduce case backlog by over 60% in 90 days and MTTR from 11 days to less than 48 hours
· Key member of the Clarify Development Project Team, recommending improvements for stronger reporting for service levels, root cause analysis, and case management
· Developed standard support programs and pricing for all products and services
· Wrote support contracts for standard, 24/7 and stand-by support programs
· Wrote and implemented an automated customer satisfaction survey to monitor feedback from consumers, resulting in nearly 90% overall customer satisfaction
· Implemented in new product BETA program team, with formal product release cycle processes
· Created new technical publication development team
· Created new technical training team and worked with Marketing to launch new programs for revenue based organization
Sr. Director of Worldwide Customer Support

fusionOne

(Privately Held; 201-500 employees; Internet industry)

September 2000 — October 2001 (1 year 2 months)

· Built and managed a group of 14 product support engineers. Developed a Training Group to deliver corporate, technical, and Partner technology training
· Selected and launched an outsourcer to respond to Level I cases
· Reduced a 21+-day backlog to a 5-hour response time within four weeks. Implemented an auto-response program for top 3 issues
· Managed below department budget by 25% consistently
· Wrote and implemented an automated customer satisfaction survey to monitor service level performance
· Involved as a core team member for four acquisitions, developed a plan to integration different technologies into the fusionOne customer support group
· Interact with international offices in Europe and Japan
· Redesigned customer support page to publish on-going critical customer and partner information
· Employee recruitment, development, mentoring and retention
Customer Support Group Manager

BancTec (Plexus Division)

(Public Company; 1001-5000 employees; Computer Software industry)

September 1997 — September 2000 (3 years 1 month)

· Managed the day-to-day operation of the United States 24x7-support group consisting of 20+ technical analysts servicing +1300 customer sites
· Developed support processes and published procedures
· Managed resolution of critical issues to ensure minimum disruption to Fortune 1000 customers
· Developed customer satisfaction surveys to monitor service levels
· Interfaced with international support groups in Europe, South America and Japan
· Employee recruitment, development, mentoring and retention
· Participated in new product feature decisions
· Built and managed the sustaining and development of ClaimPlex, an imaging product that worked with US health claims processing applications
Product Support Manager

Intuit

(Public Company; 5001-10,000 employees; INTU; Computer Software industry)

July 1993 — August 1997 (4 years 2 months)

· Managed a group of 24+ support analysts that focused on product improvement in three areas.
· Beta team management
· Created a FAQ team that performed root cause analysis of the top customer calls
· Developed a knowledge base team that drove increased quality to product documentation and the development of the technical support website
· Implemented ICU/Recovery team focusing on analysis of data corruption
· Cost savings from ICU/Recovery team resulting in nearly $1 million dollars annually
· Implemented “call mentoring” team to provide quality customer support and feedback to technical support staff by peers
· Analyzed, selected, and implemented Scopus call tracking database
· Participated in product launches to provide training on new products to support groups
Technical Account Manager

Micro Mode (Sage Software)

(Privately Held; 11-50 employees; Computer Software industry)

December 1988 — August 1993 (4 years 9 months)
Controller

Architectural/Engineering Firms (Various)

(Architecture & Planning industry)

January 1981 — December 1988 (8 years)