Anthony Araujo

About Anthony Araujo

I offer a vast array of experience in driving record-breaking business and customer…

Experience

1. Director of Global Service Delivery

   EXFO

   Jan 2022 — Present

   As a Director of Global Service Delivery at EXFO, I deliver strategic vision, oversee P&L, negotiate service contracts, and prepare operational blueprint to drive growth and scale within the organization, customer base, and key partner. I lead cross-functional team while collaborating with executive team, steering committee, and partner stakeholders. I conduct root cause analysis for customer escalations, resolve underlying problems, and prevent similar incidents from occurring in the future. I improve revenue and CX by aligning with multiple lines of business on various customer strategies.Highlights of accomplishment in this role include: I achieved 95% resolution rate for customer escalation in 24 hours and propelled success for 10 key customers. I deflected high-cost tickets by 60% through designing and implementing a partner service enablement initiative. I improved performance rating from C to B+ in six months by designing service strategies for the products portfolio. I met 98% on-time delivery rate for 40 deployments by leading teams and ensuring smooth project execution. I increased time-to-value for customers by 20%, streamlining onboarding processes and solution implementation. I reduced escalations by 40% through designing a comprehensive training program with videos and SME-led demos

Education

• LSU Shreveport

  Master of Business Administration - MBA International Business

• University of Phoenix

  BS of Information Technology, Networking and Telecommunicatios