I have a unique perspective from the past 14 years being part of a cloud communications startup during the birth of ‘cloud’ through two different acquisitions and changes of unified communications.
In 2003, I was the first employee for Geckotech, a pioneer SaaS business phone service organization - designing business strategy, creating operational processes, and developing and implementing target product and service vision.
I managed staff across managed service delivery, help desk operations, and core infrastructure management. Playing an integral role in building the company, laid the operational and infrastructure groundwork that sold for $8M after just seven years. Executing operations in full our team earned a spot for several years on the Inc 5000 list for fastest-growing companies.
In 2010, Geckotech was acquired by M5 Networks - a NY based SaaS business phone service provider. I spearheaded efforts at Geckotech LLC to integrate employees, core competencies, systems, and knowledge of the internal culture while doubling the service delivery team.
I directed 25+ employees from three teams across three locations responsible for onboarding all new clients. I worked cross-functionally to complete projects and design and implement cross-functional processes within Salesforce.com, leveraging ITIL best practices. Applying customer demand research and data, I influenced product and service offerings.
My teams helped improved initial recurring revenue install volumes by 50% and raised the new (Net Promoter Score) NPS— revamped install methodology to boost quality and speed, implemented automated campaigns for fewer customer-reactive interactions, and encouraged account teams to communicate and collaborate more productively.
Product Transformation Stage
In 2012, ShoreTel acquired M5 Networks in which I transitioned from business operations to focus on the core product - a Software as a Service voice platform.
I Worked as Agile product owner for the voice platform, consisting of 85% of the Cloud product’s recurring revenue. Led product team members, including the core ecosystem—premises, cloud and hybrid voice service, e-commerce platform, and service delivery infrastructure. My teams analyzed requirements to implement changes and create excellent customer experiences.
Presented unique service offerings, Expert Start and Jump Start, to improve quality and on-boarding speed of new clients. Launched the introductory product post-acquisition—the ShoreTel-branded phone series for the Cloud platform—which completed the end-to-end user experience.
Oversaw business requirements and worked with developers and cross-functionally from the design stage through execution for a client order management platform, serving as project lead.
After leaving ShoreTel, I started my entrepreneurial journey at Dreamforce and later obtained my certification. I applied Salesforce expertise to help Shake Shack improve the capabilities within the retail locations— store manager efficiency, customer interactions, and processes.
As part of the Salesforce Service Cloud implementation;
- Reduced overhead and costs related to shipping gift cards by implementing email QR code integration to track issued cards better.
- Replaced excessive email program that provided store information and news with a daily report dashboard using case automation rules, improving store manager efficiency and simplifying donation approval process.
- Migrated all customers, case data, and information from Desk.com to Salesforce Service Cloud for comprehensive trend reporting.
Thanks for taking the time to read about my journey. Let me know how I can help your business. I can be reached at 646.634.2114 or a quick visit to the contact us page.
The Pukka Panda