Summary
Overview
Work History
Education
Skills
Timeline
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Cory Stene

New Windsor,NY

Summary

There are people who make things happen, people who watch things happen, and people who wonder what just happened. Be the first one.


Endlessly creative, change agent, team builder, leadership builder, strategic-thinker with experience in building up a contact center, exceptional communication skills, driven by the idea that there exists no problem that cannot be solved.

Overview

19
19
years of professional experience

Work History

Director, Technical Support

Crestron Electronics
06.2020 - Current
  • Project Owner and Principal Decision Maker for Global Implementation of Salesforce Service Cloud and Experience Cloud for Global Customer Operations which includes 500 internal users and 100s of thousands of external users which required interviews with function leaders globally to understand as-is business processes to ensure parity or improvement was achieved in the build
  • Project Owner and Principal Decision Maker for Global Implementation of Salesforce Service Cloud Voice using Amazon Connect. This project required the architecture, design, and execution of ~75 different queues, covering seven different languages, four distinct contact centers, and hundreds of unique business rules with a total user base of around ~300 with a collective ingest of around 350,000 calls per year
  • Project Owner and Principal Decision Maker for Global Implementation of Slack as a replacement for Microsoft Teams for global support team communication. The design of the implementation eliminated the 'closed room' conversations that were happening within the Teams environment and the result generated more team and cross-functional collaboration than ever before and the build included case Swarming as well all Slack AI
  • Promoted three Sr Managers to align with the three primary market verticals under whom each had four Managers of their own
  • Developed a morale program where physical badges are awarded to employees on a quarterly basis based on educational and performance achievements
  • Developed a learning program using online and in-classroom resources to more effectively upskill employees to better support increasingly complex product offerings
  • Developed a 'Feedback and Engagement' survey which was sent out to all employees within technical support at a yearly cadence which allowed all employees, including management, to provide anonymous feedback and commentary as it relates to their job responsibilities, their level of training, their relationship with the work itself, and their views on support leadership
  • Reconfigured the telephony IVR such that customers were able to directly access support agents with the skills necessary to help them which in turn removed the necessity of having a Tier 1 to perform initial triage; the majority of existing Tier 1 agents were upskilled else they were placed in more clerical roles
  • Contracted a leadership development company who conducted a multi-day training seminar for Managers and Sr Managers with a focus on communications, coaching & mentorship, and tactical thinking

Sr Technical Manager

Crestron Electronics
08.2019 - 06.2020
  • Promoted key personnel into management positions which allowed the department to change from flat reporting model to a pyramid model which allowed much greater focus on individual development efforts, workload management, and coaching opportunities
  • Standardized on job functions and performance expectations for all agents within the support organization including objective metrics used for gauging individual and group performance.
  • Reduced average customer hold times by over 50%
  • Leveraged capabilities of internal systems by developing requirements for and overseeing the implementation of various automations and tools to either eliminate unnecessary manual touchpoints and to provide agents and managers easier means by which to manage individual and group workloads
  • Developed requirements for and oversaw the implementation of a self-service tool for customers where RMA and credit requests could be made online from the support website. The wide utilization of this tool resulted in a decrease of high touch support cases
  • Developed requirements for and oversaw the implementation of an online callback request form where customers could queue for a callback related to a specific subject matter entirely from the website
  • Leveraged capabilities of telephony system to create a follow-the-sun support model where after hours calls could flow into an open call center in either the US, ANZ, Asia, or the EU regions
  • Was one of the dozen participants to pilot the Crestron Professional Development Academy course which involved two multi-day sessions at the SMU campus in Dallas, Texas with lectures were given by instructors from both SMU and the Cox School of Business. The primary focus being on leadership and strategic thinking within a business context

Technical Manager

Crestron Electronics
05.2012 - 08.2019
  • Providing technical guidance and mentorship to Applications Engineers
  • Acting as a point of escalation for the regional sales teams to bring critical customer issues into support
  • Building out standard reports to evaluate queue and agent performance within our Oracle Service Cloud CRM and Mitel telephony system
  • Aligned processes and systems as we moved from a regionally based support model to a national support model
  • Aligned processes and systems as a Tier 1 team was introduced into support
  • Interviewing, hiring, and training new Applications Engineers
  • Coordination with our Advanced Technical Support team to escalate complex or critical cases
  • Migrated from a single option IVR to multiple options to align to skillset and subject matter

Applications Engineer

Crestron Electronics
05.2009 - 05.2012
  • Provide break/fix troubleshooting and diagnostic assistance by phone to customers using Crestron products across various market types including commercial, residential, education, government, marine, and hospitality
  • Provide guidance to customers with systems configuration, design, and best practices
  • Assist customers with code review and debugging
  • Maintain details records of all customer interactions within our Oracle ServiceCloud CRM
  • Build out and programming of systems used in tradeshow events as well as attendance in the booths on the show floor
  • Provide onsite troubleshooting assistance to customers, primarily in the NY Metro area

Lead Installer

Millennium Systems Design
07.2006 - 04.2009
  • Configuration of whole house audio & video systems, lighting systems, and home theaters
  • Installation and configuration of IP cameras and security DVRs
  • Configuration of user interfaces such as handheld remotes, in-wall touch screens, and keypads
  • Setup and configuration of whole house security systems
  • Installation and setup of wired and wireless networks
  • Mentorship for junior installers

Low Voltage Technician

Wilson Technologies
05.2005 - 03.2006
  • Installation of pre and post construction low voltage wiring for use with networking, security systems, cable television, CCTV, telephony, whole house audio & video systems
  • Installation of speaker systems, central vac, display mounting
  • Cabling and security system trimout
  • Inventory managment

Education

No Degree - Business Administration

Daytona State College
Daytona Beach

Skills

Oracle Service Cloud, Mitel, SAP, Salesforce Service Cloud, Salesforce Community Cloud, Microsoft Office Suite, Microsoft Teams, Simpl Windows, Crestron Toolbox, VTProE, D3 Pro, Visual Studio, Wireshark, BACnet Explorer, Dante Controller, PowerBI, Amazon Connect, Slack

Control systems, digital & analog video, professional audio concepts & applications, residential & commercial lighting, HVAC, networking concepts & applications, mesh networking, conversational programming, conversational web development, systems integration, project management, data analytics, CRM development

Timeline

Director, Technical Support

Crestron Electronics
06.2020 - Current

Sr Technical Manager

Crestron Electronics
08.2019 - 06.2020

Technical Manager

Crestron Electronics
05.2012 - 08.2019

Applications Engineer

Crestron Electronics
05.2009 - 05.2012

Lead Installer

Millennium Systems Design
07.2006 - 04.2009

Low Voltage Technician

Wilson Technologies
05.2005 - 03.2006

No Degree - Business Administration

Daytona State College

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