Richard Sykora
Senior Manager, Support Operations at Blackbaud | Global Operations | Transformation Expertise
- Role
- Senior Manager, Support Operations at Blackbaud
- Location
- Mount Pleasant, SC, US
- LinkedIn followers
- 500 followers
About Richard Sykora
With a robust background in Call Center and Service Management, my mission at Blackbaud…
Experience
Senior Manager, Support Operations
Aug 2012 — Present · Charleston, SC, US
Led the launch of our technology stack including Telephony, CRM, ticketing systems, and WFM tools, Also designed global capacity modeling, oversaw the creation of both a B2C and B2B contact centers, and integrated support elements from prior acquisitions.• Successfully converted call center technologies into a single global platform.• Implemented Follow-The-Sun workflows to optimize support operations.• Recognized with multiple awards for Contact Center of the Year and Innovation in Customer Service.
Skills
- Vendor Management
- Call Centers
- Management
- Crm
- Call Center
- Itil
- Service Delivery
- Visio
- Training
- Quality Assurance
- Business Process
- Technical Support
- Leadership
- Account Management
- Change Management
- Operations Management
- Project Management
- Databases
- Global Operations
- Workforce Management
- Sla
- B2b
- Active Directory
- Credit Unions
- Performance Measurement
- Performance Metrics
- System Administration
- Enterprise Software
- Customer Support
- Windows Server
- Saas
- Project Implementation
- P&L
- Client Relationship Building
- B2b Ecommerce
- Lean Initiatives
- Contract Management
- Large Groups
- Blogger
- Experienced Speaker
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