Trevor Coffeng
Los Gatos,CA
Summary
Dynamic leader with extensive experience in service delivery and customer satisfaction. Proven track record in strategic development and team leadership, enhancing operational efficiency. Skilled in leveraging technology to optimize performance, achieving significant cost savings and improved customer experiences.
Overview
31
31
years of professional experience
Work History
Senior Director of Support
Hinge Health
San Francisco Bay Area
08.2021 - Current
- In this role I led the build out of the support organization that includes an exceptional team of member advocates that are enabled by robust new product introduction, self-service led AI solutions, and voice of member.
- Hinge Health is pioneering the world's first AI-driven digital musculoskeletal system. We reduce MSK pain, opioid use, and surgeries by utilizing advanced software technology, AI, and computer vision to build a healthier world.
Director of Global Billing Support
LinkedIn
San Francisco Bay Area
04.2020 - 07.2021
- Managed high-performing team of professionals, enhancing service delivery and customer satisfaction
Director, LinkedIn Talent Solutions Support (Americas)
LinkedIn
San Francisco Bay Area
07.2017 - 04.2020
- As part of the broader Americas Talent Solutions Team I lead a group of Service Professionals focused on delivering exceptional Product support to our Enterprise Customers.
Director, Global Talent Solutions and Billing Support
LinkedIn
Sunnyvale, California
10.2016 - 07.2017
- Leading a global organization of 150 Service Professionals focused on delivering exceptional Product and Billing support to our enterprise customers that leverage LinkedIn products and services.
Head of Global Talent Solutions Support
LinkedIn
Mountain View, California
02.2016 - 10.2016
- Leading a global organization of 100+ Service Professionals focused on delivering exceptional service to our enterprise customers that leverage LinkedIn products and services. Our teams provide support across multiple incoming case channels, including phone, email, web, and chat.
Senior Manager, Enterprise Services
LinkedIn
05.2014 - 01.2016
- Leading a team of Service Professionals located in North America and the APAC region that are focused on ensuring LinkedIn's Enterprise Customers are successful with our products and services.
Senior Program Manager, Global Support Renewals
VMware
Palo Alto, California
09.2013 - 05.2014
- Led a program team that was transforming the operations of a $2B Support and Subscription Service Renewals Business.
Director, Program Management
Cisco Systems
Milpitas, CA
05.2010 - 04.2013
- Managed the operations team in a program focused on enabling global product and services growth for Cisco.
- Led Cisco Customer Services in system and business process reengineering programs.
- Established and led the program governance structure that facilitated the engagement and decision making process across all global cross functional teams.
- Managed a business and IT budget of $80M/year and related metrics to optimize productivity and spend.
- Led change management partnering closely with IT leadership to ensure business readiness.
Senior Manager/Director, Cisco Services
Cisco Systems
San Jose, CA
08.2006 - 04.2010
- Led a team of program managers working on projects and supporting the business through system and process changes.
- Led the Technical Services business through a major HW/SW upgrade of Oracle.
- Led the consolidation of the Services business (sales, marketing, and delivery) onto one unified Oracle platform (Presented results at 2009 Oracle Open World).
- Led a program that retired Cisco's Service Sales and Marketing legacy systems.
- Provided support to the Services Business during system deployments.
Senior Manager, Technical Support & Product Improvement
Cisco Systems
San Jose, CA
06.2002 - 07.2006
- Managed a team of Product Analysts focused on product improvement and support readiness.
- Created a customer feedback process leveraging KPI's to identify product improvement opportunities resulting in increases to customer satisfaction and reductions of support costs by $10M over 2 years.
- Implemented product recall programs in a timely and effective manner enabling Cisco to maintain high customer satisfaction and manage costs.
- Ensured new product support readiness by organizing training, lab equipment, service contract creation, and logistical support for HW.
Manager, Technical Support
Cisco Systems
San Jose, CA
11.1999 - 05.2002
- Managed a team of Customer Support Engineers supporting Cisco's security products.
- Increased productivity over a one year period by 70% while increasing customer satisfaction.
- Over 50% of staff became Cisco Certified Internetworking Engineers.
- Saved $2.5M in one year by optimizing call routing between Cisco and partners.
- Played leadership role in rolling out first Cisco online self-service and chat support.
- Led integration of two service request routing systems.
Customer Support Engineer
Cisco Systems
San Jose, CA
08.1997 - 10.1999
- Lead Customer Support Engineer for Security Team.
- Resolved customer service requests related to Cisco's security products (Firewalls, Access Control Servers, Security Management SW, etc.).
- Acted as escalation point for team members on customer issues.
- Supervised daily operations of team.
Senior Support Technology Analyst
Netcom - Internet Service Provider
San Jose, CA
07.1995 - 07.1997
- Operations Analyst for two customer service and support call centers (San Jose and Dallas).
- Forecasted call volume for resource and budget planning.
- Performed analysis of customer support call center performance.
- Wrote and implemented operational policies and procedures.
- System Administrator for ACD & PBX phone switches menu trees, queues, and statistics.
Lead Generator
Netscape Communications
Mountain View, United States
10.1994 - 06.1995
- Established high-quality leads by leveraging effective networking and relationship development techniques.
Education
Bachelor of Science - Business Administration, Productions Operations Management and Information Technology
California State University, Chico
Chico01.1993
Skills
- Network solutions
- Data center operations
- Team leadership
- Strategic development
Timeline
Senior Director of Support
Hinge Health
08.2021 - Current
Director of Global Billing Support
LinkedIn
04.2020 - 07.2021
Director, LinkedIn Talent Solutions Support (Americas)
LinkedIn
07.2017 - 04.2020
Director, Global Talent Solutions and Billing Support
LinkedIn
10.2016 - 07.2017
Head of Global Talent Solutions Support
LinkedIn
02.2016 - 10.2016
Senior Manager, Enterprise Services
LinkedIn
05.2014 - 01.2016
Senior Program Manager, Global Support Renewals
VMware
09.2013 - 05.2014
Director, Program Management
Cisco Systems
05.2010 - 04.2013
Senior Manager/Director, Cisco Services
Cisco Systems
08.2006 - 04.2010
Senior Manager, Technical Support & Product Improvement
Cisco Systems
06.2002 - 07.2006
Manager, Technical Support
Cisco Systems
11.1999 - 05.2002
Customer Support Engineer
Cisco Systems
08.1997 - 10.1999
Senior Support Technology Analyst
Netcom - Internet Service Provider
07.1995 - 07.1997
Lead Generator
Netscape Communications
10.1994 - 06.1995
Bachelor of Science - Business Administration, Productions Operations Management and Information Technology
California State University, Chico