Kosta Hatzis

Facilitated organizational performance enhancements through Customer Success and Technical Support consulting services, aiding in realization of objectives across Customer Retention Plays, Artificial Intelligence (AI) Strategy, Customer Servicing Tool Evaluation, and Risk Compliance.

Responsibility for the creation and execution of all customer strategies for customer-facing programs, built and led all customer and technical-facing teams of the business for Oxio, a cloud-based, growth-oriented national ISP.Rated as the best Customer Satisfaction Scores in Google of any company in the industry.

• Established a system of metrics, dashboards, and reports to measure customer satisfaction.
• Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.
• Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
• Analyzed customer feedback and data to identify trends and areas for improvement in the customer experience.
• Led efforts towards achieving high levels of operational excellence across the entire organization.

Executed strategic plan for tiered support and customer service models, integrating agile SaaS elements.
Managed P&L for division, ensuring financial sustainability and growth.
Led executive-level customer engagements and resolved escalations effectively.
Presented best practices in customer service at industry conferences.

• Negotiated contracts with vendors for services, products and supplies.
• Developed long-range plans for business growth, resulting in increase in annual sales.
• Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution.
• Implemented process improvement procedures that resulted in cost savings across the board.

Oversaw IBM's Business Analytics Customer Success and Support Services for software division.

• Managed global teams servicing IBM's largest customers across multiple countries.
  
• Established and directed startup of Customer Success Services, including mission moves, integrations, and acquisitions.
  
• Served as thought leader for global go-to market services and cloud strategy on Watson Analytics/AI platforms.
  
• Acted as executive project sponsor for various cross-departmental initiatives.
  
• Held responsibility for delivering world-class customer success & support service offerings.