Robert Sultan
- Role
- Senior Director of Customer Onboarding at Sangoma
- Location
- Roswell, GA, US
- LinkedIn followers
- 500 followers
About Robert Sultan
Robert Sultan is a seasoned leader, Onboarding / IT Operations Director, and Richard…
Experience
Senior Director of Customer Onboarding
Dec 2022 — Present
Provide leadership and guidance to a team of Onboarding Specialists and LNP Specialists that onboard new Cloud customers and provide a white-glove, world-class, customer experience from start to finish -Manage high-priority customer service escalations -Oversee the response to service disruptions within the Cloud Services infrastructure -Work with Senior Leadership to build forecasting models and drive revenue goals within the company -Work with adjacent departments to facilitate constant process improvement -Coordinate response times and work-flows with 3rd party service providers and telecommunications carriers -Monitor SLAs and team performance to define metrics and KPIs -Monitor and trend infrastructure uptime, call quality, and reliability metrics -Author and maintain clear and effective process documentation -Professionally communicate directly with Senior Leadership, direct reports, partners, resellers, end-users, and internal customers -Provide the business and direct reports with regular QBR detailing accomplishments, quantitative performance stories, execution of milestones and deliverables, and a forward look at the strategic initiatives for the next quarter-Hire and train new employees as required
Education
Richard Stockton University
B.A., Communications
2000 — 2004
Skills
- Mpls Vpn
- Bgp
- Technical Leadership
- Technical Training
- Itil Process
- Cisco Routers
- Virtual Private Network (Vpn)
- Vpn
- Observer
- IT Strategy
- Cisco Ios
- Network Engineering
- Splunk
- Network Security
- Leadership
- Netscaler
- Dmvpn
- Infoblox
- Tacacs
- Asterisk
- Cisco Asa
- Tcp/Ip
- Citrix Netscaler
- Telecommunications
- Cisco Ace
- Cisco Technologies
- Cisco Nexus
- Operations Management
- Ospf
- Cisco Aci 9k
- Solarwinds
- Troubleshooting
- Voip
- Cmts
- Eigrp
- Customer Service
- Dns
- Data Center
- Docsis
- Vendor Management
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