BARKER

Had executive responsibility for global customer care for the QuickBooks accounting software product, including overseeing the management of onshore and offshore service delivery using Intuit's strategic outsource partners, as well as Intuit badged agents. Accountable for 2,000+ Tier 1&2 agents globally, leading efforts to reduce customer pain by working cross-functionally with both product and engineering teams... Lead cross-functional RFP team to determine best in enterprise-class partners to provide cloud-based global contact center telephony and a robust omnichannel trouble ticketing system... Introduced Zendesk Suite which provided IGEL with both a ticketing system and a contact center telephony platform. In addition to utilizing the entire Zendesk suite of products, Answer-bot AI was also utilized resulting in a 24% reduction in tickets enterprise-wide.