Jerry Hinkle

Experience

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  Data Intensity

  Jan 2000 - Jun 2012

  • Manager of Operations

    Jan 2010 - Jun 2012

  • Delivery Manager and Consultant

    Jan 2008 - Jan 2010

  • SQL Server Team Lead

    Jan 2004 - Jan 2008

  • Sr. Database Administrator

    Jan 2000 - Jan 2004
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  Data Intensity

  Dec 2012 - May 2019

  I was promoted to lead the global operations and all ITSM/ITIL processes across 4 continents for this matrixed organization, reporting directly to the Sr. Vice President of Operations.I am tasked with integrating silos support groups and developing a unified system for all global support teams to provide the same best-in-class customer experience for clients across the world. Actions taken: ⇨ Created a new central oversight group⇨ Developed an improved KPI dashboard with added narrative to identify business impact⇨ Align metrics and gauges consistently across all platformsProjected Results: ⇨ Improve customer experience⇨ Increased consistency in the customer experience⇨ Enhanced ability to aggressively pursue new SLAs Show less After surviving 2 acquisitions in 2 years, I volunteered to move over to our Customer Success division to start a new team focused on establishing a new governance model. I looked at all available options and decided to build-out a Service Management team in India. Within three months, I was able to establish a small team of Service Managers to actively engage the client base.I created a new governance model, which included a set cadence, recurring governance meetings, reporting, and roadmap planning. In addition, I established quarterly business reviews and created go-to-green plans for at-risk clients. With governance now in place and the service managers armed with the voice of the customer, I was able to challenge the support organization and drive change.Results: ⇨ Improved customer retention ⇨ Secured and helped renew at-risk customers⇨ Generated additional revenue by increasing monthly customer spendAdditionally, I was tasked with creating, from the ground up, a new service offering to support a partnership for a global automobile manufacturer. I assisted with the pre-sale and directed all post-sales activities, including knowledge transfer, requirement gathering, and implementing new ticketing and monitoring systems.The new initiative created a significant revenue stream, which is projected to double within 24 months and position the company for future expansion without the need to hire additional resources Show less In 2014, Data Intensity acquired Clear Measures. With the expanded scope, my role went from managing a small portfolio of customers to over 300 customers while leading over 200 indirect reports in the U.S, Russia, and India.I established a new India-based support team, eliminating the need for offshore vendors along with consolidating Russian and Indian support teams which streamlined operations, saving costs and improving customer experience.Results: ⇨ Reduced operational costs by consolidating operations ⇨ Realized a considerable cost savings by building the new support team in lieu of using an offshore support vendor Show less In 2012, dbaDirect underwent a corporate merger and became Clear Measures. I was promoted to this role for Clear Measures to lead, manage, and develop the Delivery and Operations teams, as well as define new business strategies and lines of business. I led close to a dozen support teams in the U.S. and abroad.At the time I took over this role, there were numerous process inefficiencies and the company lacked reporting capabilities to quickly identify gaps and take corrective action.I led several fundamental shifts in the way we did business, including:⇨ Having the 24/7 Operations Center resolve simple tickets⇨ Consolidating 2 smaller support teams into 1, which increased productivity⇨ Developed a new KPI dashboard ⇨ Created a career progression plan for top performers Results:⇨ Cut mean time to resolve (MTTR) 240%⇨ Eliminated $70,000 in unnecessary consultant costs⇨ Reduce queue depth 60%⇨ Improved gross margin 3%, exceeding organizational goals⇨ Maintained a critical ticket response attainment of 99%⇨ Maintained a quality attainment of 99.8% Show less

  • Senior Director, Global Operations

    Jan 2018 - May 2019

  • Director - Customer Success

    Jan 2016 - Jan 2018

  • Global Director, Delivery Services

    Jan 2014 - Jan 2016

  • Senior Director

    Dec 2012 - Jan 2014
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  Salesforce

  Jun 2019 - now

  Senior Solutions Manager