3月呼, Director of Global Devices and Service Operations
谷歌
School of Cyber and Design Media
3月呼 is the Director of Global Devices and Services Operations at 谷歌. His mission is to lead the optimization, 自动化, and digital transformation of the global 客户支持 that underpins 谷歌's hardware division. He oversees a diverse workforce of more than 2000 agents supporting 16 languages through four Global Partner Centers and 10 sites throughout the Americas, 欧洲, 和亚洲. In a 20-year management career that includes some of the most well-known Fortune 500 companies, March has developed a highly effective combination of technical expertise, 财务智慧, 软技能. This has enabled him to produce transformational improvements in digital operations, 客户支持, 和收入, and to build high-performance teams founded on the principles of diversity, 包容, 和赋权.
以前, March was the Senior Director and Global Head of Digital Support Operations at Visa, leading a network of contact centers and a combined employee/outsourced international team of more than 4000. He was the chief architect of a transformative business optimization and 自动化 strategy that introduced artificial intelligence in 客户支持, increased operational efficiency, and significantly enhanced Visa's revenue streams and client base. 签证前, March was Vice President of Client Services Operations at ClearPoint Financial Solutions, where he transformed the contact center from a cost center to a profit center through establishment of new revenue streams, 战略合作伙伴关系, and business process reengineering, 自动化, 和外包. As a Senior Operations Manager at Verizon, March managed a customer/partner support organization and pioneered numerous improvements that raised 客户支持, 保留, and satisfaction metrics to the top tier of performance nationally. He started his management career as a Customer Service Manager at Walmart.
March holds an MBA in Finance from the University of Georgia, a B.S. in Computer Information Systems from DeVry University, and an A.S. in Computer Programming from 买世界杯app推荐. 在他的职业生涯中, he has been recognized by his employers with awards for excellence in leadership, 团队合作, 生产力, 以及其他领域. He is a ComputerWorld 2013 Honors Laureate, a member of the Atlanta Chapter of the National Black MBA Association, and is regularly involved with organizations that serve community needs or support the professional development of underrepresented groups. March was born in Harlem and spent much of his childhood in Louisville, Georgia before relocating to the Atlanta area and eventually Miami.