Shawn Derifield

B2B Account rep Cultivate and sale products to B2B customers

Dialysis management delivery and warehousing

Established Customer Success organization that consists of Directing a team of customer Success Managers and Technical Account Managers. Establish process of customer success that includes: Increase Product Adoption Improving customer retention Account Satisfaction Account remediation Develop predictive health monitoring Establish Service On boarding Improve consistency in assuring customers achieve their desired business outcomes. Expand product sales and improve Sales relationships.

Led a Division of IGT responsible for all global product training and development, knowledge management, and product readiness. Directed team of 7 direct reports and overall management of a division of up to 50 employees. Executed strategies to provide training and product support to global IGT Employees, as well as operators in land based, online, and social gaming. Some highlights of accomplishments: • Designed and delivered mobile and online training • Established Certification and Mentoring programs in a corporate university • Initiated KCS best practices for Knowledge Management and self service • Prepared sales, field and installation teams for new and existing products through training and communication • Responsible for Global Product Readiness including release configuration. • Managed Budget/P&L in a challenging expense environment • Directed staff of trainers, course developers, video production, program managers and tech writers. • Established and managed regulatory lab installation and support • Grew revenue more than 300% over 2 1/2 years • Division had the highest customer service ratings (CSAT and Net Promoter) • Highest employee engagement results in all of Global Services (more than 1300 employees)

Started new department that established global sales product and process training, while still maintaining global product readiness/training responsibility. Directed more than 50 employees that included newly created sales engineers, developers, and technical trainers. • Responsible for worldwide “Sales Product and Process Training” establishing a partnership with Holden International to devise process strategy and formulate “consultative” selling approach. • Strategized with leaders from across the company to identify, analyze, and develop new technologies and tools to improve global sales and service capabilities. • Created sales onboarding program • Prepared support and installation teams for new and existing products through training and communication • Created and Managed Online Learning Series (OLS). • Act as a liaison, intermediary, and vocal participant in the development, PA, and design process (Readiness SDLC). • Created, Maintained, and administered enterprise tools that greatly reduced service failures and errors. • Initiated and sponsored corporate Knowledge Base implementation.

While maintaining the systems training unit I also was asked to manage an underperforming global support center. While directing these teams we were able to partner with other service and engineering leaders to improve tools and processes that eventually led to lower turnover, increased “first call resolution”, and greatly improved customer satisfaction. This division was widely considered one of the most difficult to manage but was a great accomplishment to turn it around. • Direct all systems product training efforts both internal and external. • Provide tools and services to external and internal customers to evaluate and track training programs, establishing first learning management system (LMS). • Established industry first on-line learning program. • Responsible for the Systems 24/7 call center and Remote Service access rooms, 30,000+ calls per year, raising CSAT scores year over year. • Developed systems Remote Service Monitoring managed service. • Responsible for Technical Support Management for the largest systems corporate customers (MGMM, Stations, Harrah’s, etc) • Established and maintained core metrics and reporting for analytical evaluation of support. • Direct staff of over 90 professionals that work complex issues in challenging environments.

Added additional responsibilities of a leading 24x7 support call center Increased first call resolution Increased customer satisfaction Started world class objectives for support