John Laighton
Senior Director, Global Service Delivery at Avaya
Based in United States
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Seniority
Director
Department
Operations
Location
United States
Industry
Software Development
Company size
12K
Contact information
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j•••••••@tinyurl.com
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Background
About John Laighton
At Avaya, leadership in global service delivery has been the hallmarks of my tenure, fostering significant improvements in customer satisfaction and operational efficiency. The introduction of a high touch support model and skill-based routing tools has led to a 35% reduction in resolution times for our largest cloud customers and ensured adherence to stringent SLAs across various SaaS offerings.My analytical prowess has been instrumental in devising strategies that reduced costs by 30%, leveraging a global workforce. A key achievement includes the establishment of a remote learning program, empowering engineers to adeptly support emerging cloud technologies, reflecting my commitment to innovation and excellence in the rapidly evolving E-Service landscape.
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