Jeff Book
Director Customer Care @AssetWorks Inc
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WORK HISTORY
Director Customer Care @AssetWorks Inc
Philadelphia, PA, US
Lead a Customer Care team supporting and providing services for a broad suite of software and hardware products. Deploy and support Hosting / Cloud and On-Premise customer environments. Responsible functions include: technical and functional customer support, customer success management, hosting services, install and upgrade services, and support of operational Hosting, QA, and Sales Demo environments. Responsible to forecast and manage all maintenance revenues, customer care billable engagements, customer renewals, and contracts. Lead cross-functional strategic initiatives focused on customer adoption, improving product quality, innovation of CC systems, tool-set, workflow, process, and operational metrics. Work with additional technology partners in Israel and North America.
EDUCATION
DeVry Institute of Technology
BACHELOR OF SCIENCE IN ELECTRONIC ENGINEERING TECHNOLOGY, Electrical and Electronics Engineering
University of Phoenix
Master of Business Administration (M.B.A.), Business Administration and Management, General
SKILLS
ABOUT JEFF BOOK
Increase Customer Satisfaction – Improve Team Performance – Achieve Operational ExcellenceInnovative leader with a proven track record of increasing customer satisfaction and retention, improving team performance, enhancing customer experiences, while growing revenues and margins. Led successful programs focused on operational excellence, continuous quality improvement, staff skill development, process optimization and team efficiency. Collaborator across company functions to achieve shared goals and objectives. Diverse experience working in large, midsize, and small technology companies in different stages of growth and focus. Extensive experience working with international teams and customers.
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