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Justin Drummond-Murray

VP of Customer Experience @Csquare

Dallas-Fort Worth, TX, US
EMAILS
[email protected]
MOBILE NUMBERS
+91 *********19

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WORK HISTORY

Jan 2022 — Present

VP of Customer Experience @Csquare

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Own support & process improvement for Evoque’s North American Data Centers, focusing on proactively maintaining 100% reliability for our customers.• Defined, rearchitected and launched ServiceNow CRM, with minimal customer disruption • Reduced Tier-1 volumes by 90% through call deflection and proactive improvements• Slashed annual support costs while improving KPI measurement and tracking • Converted top call driver into $250K revenue stream• Defined support and services legal policies optimizing efficiencies

EDUCATION

2011 — 2013

Naveen Jindal School of Management, UT Dallas

Executive MBA

1988 — 1990

Kingston College

HNC, Electronics

2002 — 2004

CIM | The Chartered Institute of Marketing

Advanced Certificate, Marketing

1992 — 1996

University of Portsmouth

BSc (hons), Computer Science

SKILLS

Data AnalysisProduct LaunchPartner ManagementEmbaChannel PartnersSoftware as a Service (Saas)Business DevelopmentInternet SecurityCustomer Service ManagementBusiness StrategyProduct Lifecycle ManagementIntegrationPatentsBusiness Decision MakingStrategyVendor ManagementSales EnablementVirtualizationNetworkingMcafeeNetwork HardwareEnterprise SoftwareLeadershipBusiness Process ImprovementGo-to-Market StrategyDlpBusinessSaasMbaComputer SecurityProblem SolvingEncryptionTechnical Support ManagementProject ManagementInnovatorTechnical SupportBusiness AnalysisBusiness IntelligenceDirectorProduct Line Management

ABOUT JUSTIN DRUMMOND-MURRAY

Successfully built multiple business lines to $100M Managed diverse teams around the…

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