Sal Valle

Director Global Support Services @Berkshire Grey

Bedford, MA, US

Accomplishments:• Secured 866-GETBG11 for calling BG Technical Support.• Configured Opsgenie to manage incoming customer calls for instant tech support access along with slack and salesforce integration for auto case creation/case management.• Staffed the support team with 2 shift managers and 12 advanced level technical support engineers.• Built a 5 shift support model for 24x7x365 coverage, including full weekend shift coverage.• Built the salesforce case management schema with Operations to optimize for our business model.• Implemented a web portal with Operations to provide customers the ability to view/log cases via the web.• Improved our phone and email “15 minutes or less” response time SLAs to 98% for critical issues.• Improved the ability to resolve cases without escalating to engineering from 60% to 93%.• Reduced the average time it takes to resolve an issue from 60 minutes down to 32 minutes per issue.• Achieved a case closure rate of 96.8% for closing cases within 10 days.• Built Power BI reports for advanced data analytics to help improve product quality, technical service and resource planning.• Created the Crit-Sit (Critical Situation) process to notify executive leadership and customers for S1 production down events.• Built integrated processes with Supply Chain for replenishing parts in our forward stocking locations.• Built integrated processes with service providers to assist with onsite \"break-fix\" hardware replacement.• Built and integrated Jira bug management processes with engineering teams.

Daniel Webster College

Bachelor of Science