Ron Hart

About Ron Hart

North American Support & Services Leader (US & Canada) with experience in escalation management, customer care, and process improvement. Outstanding ability to lead and develop high performing teams capable of addressing business needs, identifying root cause analysis, and implementing solutions. • 15+ years experience in escalation management• 10+ years experience managing high performing Support Teams (Domestic & Offshore)• Led Support organization (50 US/CA & Timeslips) in Sage Expert Services implementation generating over $2.3M in revenue since inception• Expert in support for on-premise and cloud connected software applications

Experience

1. Manager, Customer Support & Service

   Sage

   Nov 2014 — Present · Lawrenceville, GA, US

   Manage Product Mentor Team for Sage 50 US/CA, HRMS, Timeslips and Fixed AssetsIdentify training opportunities based off Support escalations to improve the overall customer experience, eliminate escalations and assist with Sales initiatives to retain and grow customer baseParticipate in weekly meetings with Development, Training & Insight and Readiness to discuss Support trends, prioritize product/process defects, call drivers, enhancement requests and Support/R&D initiativesCreated/implemented Sage Expert Services project generating over $2.3M over 5 yearsContact person for Sales/Service at risk customers for (50US/CA, SFA, HRMS and Timeslips), offering solutions mitigating Sr. Management escalationsInterim CSAM for 50 US/CA working with at-risk customers, providing support and proactive guidance to assist with a range of product/process issues. Acing as the voice of the customer when working with Dev, PM and Sales to improve the customer experience and rebuild customer trust and loyaltyFBLS (Future Business Leader of Sage) Mentor

Education

• Georgia Piedmont Technical College

  Computer Technology/Computer Systems Technology

  2002 — 2004

Skills

• Call Center
• Software Implementation
• Troubleshooting
• Salesforce.com
• Cloud Computing
• Team Leadership
• Crm
• Business Intelligence
• Analysis
• Team Management
• Enterprise Software
• Software Documentation
• Lead Generation
• Saas
• Technical Support
• Sharepoint
• Training
• Management
• Visio
• Customer Support
• Windows
• Microsoft Sql Server
• Process Improvement
• Leadership
• Change Management
• Integration
• Call Centers
• Databases
• Windows Server