Sr Program Manager of Online Support & Social Media at Vonage
Greater New York City Area
- Current
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- Sr Program Manager of Online & Social Media Support at Vonage
- Sr. Program Management Consultant at Thomson Reuters
- Past
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- Founder/Director, Program Managment at Service-Push.Com/Netrend Inc.
- Director, Enterprise Operations at TheLadders.com
- Sr. Director, Global Strategic Initiatives & Customer Experience at Premiere Global Services
- Siebel Production Support Manager at C3i Inc.
- Technical Project Manager at C3i Inc.
- American Express Help Desk & Account Manager at C3i Inc.
- Senior Help Desk Team Leader at C3i Inc.
- PC Desktop Support LAN Technician at AG Edwards & Sons Inc.
- Education
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- New York College Of Technology
- New York College of Technology
- Recommended
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10 people have recommended John M. - Connections
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- Industry
- Information Services
- Websites
John M. Perez’s Summary
Highly organized, analytical, multifaceted Executive with 11+ years of IT experience; more than 9 years in directly managing, motivating, and leading teams on strategic initiatives and projects in the Web Operations, Portal Management, Customer Service, and Sales & Marketing areas.
Over 10 years of experience in leading major initiatives for Fortune 500 Companies, and managing Global Enterprise systems with 8,000+ end users. Certified professional with ability to manage and deliver large-scale, high profile, and multi-million dollars projects
John M. Perez’s Specialties:
Project Management & Tracking, Web Portals & Social Media, CRM, Search Engine Optimization, Strategic Planning, Sales Operations, Team Building & Leadership, Budgeting & Planning,
Sales Force Automation, Customer Relationship Management, I.T.I.L, Siebel, Remedy, Knowledge Management Systems, Self Service Strategies, and Project Management.
John M. Perez’s Experience
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Sr Program Manager of Online & Social Media Support
Vonage
(Public Company; VG; Telecommunications industry)
September 2009 — Present (3 months)
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Sr. Program Management Consultant
Thomson Reuters
(Public Company; TRI; Information Services industry)
May 2009 — Present (7 months)
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Founder/Director, Program Managment
Service-Push.Com/Netrend Inc.
(Information Services industry)
May 2009 — October 2009 (6 months)
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Director, Enterprise Operations
TheLadders.com
(Privately Held; Internet industry)
December 2008 — May 2009 (6 months)
Leading a team of Salesforce.Com Administrators and Support resources in managing daily Sales and Enterprise Operations systems, tools and processes as it relates to TheLadders.Com’s Enterprise Business Unit and website at: http://recruit.recruitladder.com
Interfaced with cross functional executives and stakeholders by leading the requirements gathering, and business analysis across all Technology projects as it relates to all internal Enterprise projects and systems such as Salesforce.Com, Right Now Technologies, and several internal legacy applications.
Played an integral role in leading the deployment of e-Commerce features on RecruitLadder (http://recruit.theladders.com/), while also integrating the transactions into our Salesforce.Com CRM System. This resulted in average revenue recognition of $80k per month.
Led the integration and management of converting web leads received on Recruit Ladder and integrating it into Salesforce.Com. This resulted in a 2-3% conversion rate of all incoming web leads resulting in an average of $20k – 30k per month in reoccurring revenue.
Decreased the deal closure cycle time by over 200% by introducing better quality leads, and Opportunity scoring tools and features within the Salesforce.Com system.
Deployment of a mobile version of Salesforce.Com for our field sales teams that increased the number of Calls/activities and opportunities created per sales rep by 50% week over week. -
Sr. Director, Global Strategic Initiatives & Customer Experience
Premiere Global Services
(Public Company; PGI; Telecommunications industry)
December 2004 — December 2008 (4 years 1 month)
Leading a team of 4 Project Managers, and 2 Systems Administrators responsible for a portfolio of technology and business projects budgeted at over 5 million dollars.
Implemented a Global Client Segmentation initiative that reduced call volume into Support by over 50% from 2004 to 2006 and improved Customer Care efficiencies and revenue by up to 3.5 Million dollars.
Implemented a Global Remedy Customer Service and Support application with Customer Self Service Capability to over 8 International countries improving self service initiatives and increasing first call resolution from 45% to 90%.
Implementation of a Global Email Response Management system (eGain) that increased Customer Support agent efficiencies by over 50% and reduced inbound customer emails by over 42% from 2004 to 2006.
Implementation of a Global Tools Support Web site that consolidated legacy support applications across the organization and improved the meantime to resolve customer issues by over 200%. -
Siebel Production Support Manager
C3i Inc.
(Privately Held; 201-500 employees; Pharmaceuticals industry)
January 2002 — November 2004 (2 years 11 months)
Leading and managing a team of 8 Siebel Administrators managing the ongoing maintenance, monitoring, and support of a Siebel Production Environment with over 8,000 end users for Wyeth Ayerst.
Successful project completion and support for several Siebel Application projects including Siebel Upgrades, sales force territory re-alignments, Sales Force Expansions, and multiple Sales Force Automation initiatives for Wyeth Ayerst Pharmaceuticals.
Managed the implementation of an automated data load project, which automated profile management updates between a Siebel and Unix application. -
Technical Project Manager
C3i Inc.
(Privately Held; 201-500 employees; Pharmaceuticals industry)
December 2000 — January 2002 (1 year 2 months)
Project lead for an Siebel Call center implementation with over 500 agents and 50 Clients from Wyeth Ayerst Pharmaceuticals.
Led the implementation and development of a Dashboard Reporting system that retrieved metrics from a Siebel Application on call center, hardware, and asset management operations.
Responsible for leading clients and internal teams on the delivery of multiple C.R.M and S.F.A initiatives for major clients like American Express, Wyeth Ayerst, and Johnson and Johnson. -
American Express Help Desk & Account Manager
C3i Inc.
(Privately Held; 201-500 employees; Financial Services industry)
July 1998 — December 2000 (2 years 6 months)
Managed a help desk of 30 Help Desk technicians and 3 supervisors providing Technical Support for American Express’ sales force of over 3000 sales reps.
Responsible for consistently achieving service level agreements with accounts, achieving 90% customer satisfaction for all services, and successfully renewing contracted services with clients for 2 years in a row. -
Senior Help Desk Team Leader
C3i Inc.
(Privately Held; 501-1000 employees; Financial Services industry)
August 1997 — July 1998 (1 year )
Lead support technician for the American Express Sales Force Help Desk.
Acted as the the key subject matter expert on all open help desk cases that were escalated. -
PC Desktop Support LAN Technician
AG Edwards & Sons Inc.
(Public Company; 1001-5000 employees; AGE; Financial Services industry)
January 1996 — June 1997 (1 year 6 months)
Responsible for supporting and troubleshooting over 400 workstations at the New York City site and on the Exchange Floor.
John M. Perez’s Education
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New York College Of Technology
Information Systems , Computer information Systems , 1998 — 2002
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New York College of Technology
Associates Degree , Liberal Arts , 1996 — 1998
John M. Perez’s Contact Settings
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