Curtis Reese

Experience

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  AlertSense, Inc.

  Aug 2015 - Jan 2020

  Director of Customer Services

  Developed and managed the overall customer experience strategy to ensure the highest level of customer service in all areas including on-boarding, training, relationship management, and issue management. - Reviewed, Improved the existing ad hoc onboarding processes. Implemented a process review cycle with the team for continuous improvement as we optimized our onboarding procedures. - Researched and procured Freshdesk, the company’s first support ticketing system. Worked with R&D to integrate the ticketing touch point within he webapp. - Established formal CSAT and NPS tracking, review, and reporting to the Executive Staff - Developed product training materials for new mobile alerting applications for enterprise clients - Managed critical client escalations and helped retain many clients after difficult product failures Show less

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  SolidState Operations

  Jan 2020 - Jan 2022

  Chief Partner Success Officer

  Developed and managed the overall customer support strategy to ensure the highest level of customer service in all areas including on-boarding, training, relationship management, and issue management. - Designed and delivered a Tier 1 On-line Chat service organization that handled hundreds of thousands of inquiries regarding unemployment claims during the height of the COVID-19 Pandemic. - Designed and delivered an Adjudication service organization that determined the viability of tens of thousands of unemployment claims in accordance with State and Federal timeliness and quality guidelines during the COVID-19 Pandemic. Our client was one of the few states who met these guidelines during unprecedented unemployment levels. - Researched, procured and deployed a Zendesk ticketing implementation complete with incident routing, SLA triggers, and CSAT metric collection. - Performed CSAT, NPS, and CES analysis to inform the Executive Staff, and to gain insight into service improvement to help create more value for our customers Show less

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  Solid State Operations

  Jun 2022 - Oct 2022

  Product Director

  Responsible for overseeing, leading, and managing the product team throughout the product development process. - Led project definition efforts in support of a $25M state government SOW - Helped establish a GAP Analysis framework using Microsoft DevOps Project Management tools - Assisted in the design and creation of all project management documentation, including Gap Analysis, Deliverable Expectations, Work Breakdown, and Requirements Breakdown Structures - Facilitated Unemployment Insurance training for Staff by partnering with the United States Department of Labor’s Training Organization. This is not typically done for non-government entities! Show less

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  HP

  May 2023 - now

  Software Services Manager