Michael Kieffer
Collegeville,PA
Summary
Executive Director specializing in customer care with a track record of leading global support operations. Expert in aligning support strategies with business goals to enhance customer satisfaction. Proven ability to lead teams and improve service efficiency through innovative solutions.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Executive Director, Global Customer Care
Phenom
Ambler, PA
04.2022 - Current
- Provided strategic direction for customer support operations as part of Executive Leadership team.
- Led operational business reviews with CEO and leadership teams to align customer support goals with company objectives.
- Defined department OKRs and KPIs, ensuring alignment with annual company targets.
- Developed and executed customer support strategies that improved service efficiency across all channels.
- Supervised global team of 4 managers and 60 support engineers delivering technical support for Phenom's SAAS platform.
- Managed migration from Salesforce Service Cloud to ServiceNow, enhancing customer service capabilities.
- Drove continuous improvement of support processes, optimizing productivity while eliminating inefficiencies through training.
Senior Director, Global Customer Care
Phenom
Ambler, PA
09.2018 - 04.2022
- Directed global customer support operations to deliver timely, effective service across all channels.
- Managed recruitment, training, and development of support managers and staff to align with company goals.
- Led migration from Zendesk to Salesforce Service Cloud, improving overall customer support experience.
- Developed and implemented customer support processes that enhanced productivity, service quality, and cost efficiency.
Director, Software Support
Oracle USA
Conshohocken, PA
11.2014 - 08.2018
Senior Support Software Manager
Oracle USA
Bala Cynwyd, PA
12.2008 - 11.2014
Support Technical Manager
Primavera Systems, Inc., Oracle USA
Bala Cynwyd, PA
01.2007 - 12.2008
Support Technical Lead
Primavera Systems, Inc., Oracle USA
Bala Cynwyd, PA
12.1998 - 01.2007
Support Technical Engineer
Primavera Systems, Inc., Oracle USA
Bala Cynwyd, PA
06.1997 - 12.1998
Education
Bachelor of Arts - Computer Management Information Systems
Holy Family University
Philadelphia, PASkills
- OKR and KPI Alignment
- Global Team Management
- SAAS Platform Support
- Strategic Process Innovation
- Customer Satisfaction Enhancement
Certification
- Certified Support Manager
- Coaching Performance
- Data Privacy
- Ethics and Leadership Effectiveness
- Preventing Harassment
- Project / Resource Management
- Remote Employee Management
- Scheduling
- Security Vulnerability Certified
- Time Management
References
References available upon request.
Timeline
Executive Director, Global Customer Care
Phenom
04.2022 - Current
Senior Director, Global Customer Care
Phenom
09.2018 - 04.2022
Director, Software Support
Oracle USA
11.2014 - 08.2018
Senior Support Software Manager
Oracle USA
12.2008 - 11.2014
Support Technical Manager
Primavera Systems, Inc., Oracle USA
01.2007 - 12.2008
Support Technical Lead
Primavera Systems, Inc., Oracle USA
12.1998 - 01.2007
Support Technical Engineer
Primavera Systems, Inc., Oracle USA
06.1997 - 12.1998
Bachelor of Arts - Computer Management Information Systems
Holy Family University