Gary Filippone

• Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
• Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
• Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
• Developed Risk Mitigation Program for Customer Success Organization
• Lead monetization effort for all post sales programs

• Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
• Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
• Established strong relationships with key stakeholders, fostering collaboration and mutual support.
• Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Facilitated smooth transitions during software upgrades or migrations by managing expectations and addressing any concerns promptly.

• Enhanced customer satisfaction by resolving technical issues in a timely manner.
• Streamlined support processes for increased efficiency and shorter response times.
• Worked closely with product development teams to relay customer feedback and influence future enhancements or updates that would better serve user needs.
• Maintained detailed records of all customer interactions, allowing for targeted follow-ups and improved long-term support quality.

• Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
• Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
• Implemented technical solutions to solve customer issues and increase satisfaction.
• Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
• Provided mentorship to junior support engineers, fostering culture of continuous learning and improvement.

• Detained suspects for investigation, gathering evidence and preparing detailed reports for successful prosecutions.
• Ensured a visible police presence within the community by engaging in foot patrols and interacting with residents.
• Achieved Level III Cyber-Investigations Certification
• Direct Assignment with FBI regarding Cyber Specific Investigations