Chris Moton

About Chris Moton

A versatile and accomplished leader with over 5 years of digital marketing, 6 years of customer success, over 3 years of technical support and over 1 year of frontline customer support expertise in the SaaS and IT hardware space. Experienced in leading on-shore and off-shore teams with an internal focus on talent development and cross-department collaboration between sales, product, customer success, support, and engineering departments. As well as an external focus on driving positive customer experience, which included a 10% reduction of problem management escalation tickets.Additionally focused on leadership/ team development/ process development/ business process improvement/ problem solving/ independent thinking/ collaborative work/ driving resultsThe foundation of this successful experience comes from the ability to maximize efficiency with the utilization of Salesforce CRM software in addition to several years in outside pharmaceutical sales along with 10+ years coaching youth sports.

Experience

1. Director of Global Customer Support

   Aerwave

   Jan 2025 — Present · Plano, TX, US

   Drive modernization, automation, optimization to continuously improve operational effectiveness, agility, performance, availability and cost of the network services and staff• Set clear goals, priorities and performance expectations for the team• Foster a collaborative and high-performing team environment• Ensure the timely resolution of technical issues and customer inquires• Develop and implement strategies to improve customer satisfaction and retention• Monitor and analyze customer feedback to identify areas for improvement• Act as point of escalation for customer issues, working to find solutions and ensure custome satisfaction• Develop and implement support policies, procedures, and standards• Identify and implement new technologies and tools to improve support operations• Work with other departments to ensure seamless operations and alignment with business goals• Communicate effectively with internal and external stakeholders, including customers, vendors and other departments• Build and manage vendor relationships and drive cost optimization• Represent the support department in meetings and presentations• Collaborate with other teams to ensure smooth operations and project execution• Understand the nuances of ISP operations, including network infrastructure, customer devices and service offerings• Establish best-practice methodologies based on metrics-based KPIs for incident/change/problem management in a global, 24x7, high-availability, critical production environment• Ensure that service-level targets are met and that all service-level complaints are addressed• Oversee the implementation and maintenance of new technologies and services• Managing generative AI technologies to enhance customer support• Led vendor contract negotiations for managed services and support tools

Education

• Newberry College

  Bachelor of Science - BS

Skills

• Online Advertising
• Marketing
• Strategic Planning
• Team Building
• Management
• Search Engine Marketing (Sem)
• Search Engine Optimization (SEO)
• Customer Service
• Sales Management