Motivated leader with
extensive experience in critical customer care, cross functional teaming and
account management. Consistently deliver solutions to address complex customer
issues through technical leadership, software delivery, and product quality
management. Consistently improve productivity by directing recruitment,
training, and development initiatives for technical support and engineering
teams. Possess an established track record of accomplishments in resolving
Business Management Cum Laude
Continuous Support – Our Customers – Given by Joseph Bonini: RSA Security LLC
Sal, you have been instrumental addition to the Identity business, especially in New England. Your support this past year has been crucial for our customers & business and look forward to an even better FY'21.
Winning Together – Cultivating better teamwork across CS/Engineering - Given by Alka Malik: RSA Security LLC
Sal has consistently demonstrated the importance of cultivating better teamwork and relationships across CS and Engineering. He is a great partner to work with as he puts in all his effort to build the connections and bridges across organizations. Sal - thank you for your contributions and efforts!
Winning Together – Collaboration and breaking silos across orgs – Given by Alka Malik: RSA Security LLC
Sal is a great partner to work with since he has joined RSA. He is more than willing to collaborate and join hands in breaking silos and refining processes across organizations. Since neither of us have not been at RSA for a long time, it is good to have a partner who thinks alike in reviewing, revising/refining processes so that we are continuously being agile and efficient in our day to day lives. Sal - thank you for your partnership between Engineering and CS and for your willingness to adjust and make changes for the betterment not only for our customers but also for our engineers across both teams.
Winning Together – CIBC Successful Emergency Turn Around on a Sunday – Given by Tracey Paul: RSA Security LLC
Huge Thank You to: Chris Cali, Laura Lococo, Sal LaValle, Arjun Srivatsa, Kunal Udeshi, Rob Haggerty, Melissa Wong, and Mike Dunham for going above and beyond all day yesterday, Sunday, to help turnaround a critical need to deliver emergency licenses in time for the project to be successful. Per the customer - Deployment was finalized and completed and all environments were fixed to boot. We are all very grateful to everyone for digging in on a Sunday to help our customer and partner be successful. It was a very proud day to be part of Team Identity at RSA. Thank you all very, very much!!!!!!
Results – Consistently delighting our customers – Given by Tracey Paul: RSA Security LLC
Sal has completely redefined customer service for our Identity Customers. Working late nights and weekends to directly support as well as continually seeks ways to improve our standard operating procedures, Sal has helped improve our efficiency and excellence in our ongoing customer support program.
Our Customers – Initiating TSANet Initiative – Given by Lisa Zeena: RSA Security LLC
Sal took a leadership role in initiating a TSANet program that provides all of Global Services to have the ability to engage other companies that are integrated with our products/solutions directly. Now when customers have a problem with websphere (for example) working with an RSA solution, the team can engage Websphere directly and have them engage with us in a parallel effort to address our customer's issue. The goal being to drive a better customer experience and reduce time to close on some of the more complex cases that come into Support. Fantastic job,Sal!
Our Customers – Completely uplifted the Customer Support Experience – Given by Tracey Paul: RSA Security LLC
Sal has been a critical game changer for our customers, partners and for my sales team. Since Sal has taken over Customer Support for Identity his positive "let's figure out how to do this better" attitude coupled with an extraordinary work ethic has taken the support of our Identity customers to a new level. Sal has personally touched many of our customers and partners and helped them over come frustration and support challenges via phone and email. Sal has also put scalable, sustainable processes, in place that have made handling follow-the-sun support hand-offs and issue resolution happen faster and more easily - making our customers and partners happy, while easing the support load from my sales team. We are all extremely grateful to have Sal on our team.
Our Customers – Driving Customer Success through innovation – Given by Lisa Zeena: RSA Security LLC
Sal has been instrumental since he joined the Identity CS Leadership team 3 months ago. In just a short while, he has turned around multiple bad customer situations into Customers who have confidence in RSA solutions. He is currently co-leading our customer success initiative with SID Access to drive customer adoption and constantly working on best practices to drive efficiencies across the global CS Practice. Thank you Sal for your dedication to delight our customers.
Our Customers – Solving customer issues – Given by Russell Parkin: RSA Security LLC
This client has progressed from having significant business impacting issues with our solution leading them to assess alternative solutions in the market place. They are now a lot more confident and comfortable with the level of support, assistance and quality of our solution that they will continue with it's usage and renew their contract.
Inspired Recognition "Platinum" award -- Given by Francesco Russo, Director, Global Support: Hitachi Vantara
Sal, I had the pleasure to work with you for almost 2 years and I would like to recognize your dedication, professionalism and the great attitude you deliver every single day. Skip and I would like to give you this recognition as an appreciation for the outstanding support you provide and we are looking forward to working with you in the future.
MAKOTO Award -- Given by Dave Franklin, Escalation Manager: Hitachi Vantara
Sal, the team would like to recognize your dedication and support. We all appreciate the extra effort you put in to ensure that the Escalation Management team and our customers always have whatever we need.
Harmony Award -- Given by Wayne Chestna, Director, Engineering: Hitachi Vantara
Sal, you have the willingness to respect the opinions of others and discuss matters in a manner that is thorough and frank, but fair and impartial, and once a conclusion has been reached, to cooperate and work together to achieve a common goal. You always work with the team after a decision is reached, even if there was disagreement previously. You also accept and respect the personalities of others while working cooperatively to achieve targets.
Inspired Recognition "Sapphire" Award -- Given by The Global Sales Organization: Hitachi Vantara
Sal and his sustaining team have become the backbone of engineering customer care. Each week, twice a week, for months, Sal has shepherded account after account from "hair on fire critical" to the "peaceable kingdom" of success. Sal's contribution has truly been global with ready aid provided to ANZ Bank in Australia, Ministry of Education in Singapore and the omnipresent PayPal. It is not easy to face each day with new calls from the field, bug fixes and constant deadlines, but Sal does so with patience and an easy going style. Sal, for this, and all you do, Global Sales sends a big THANK YOU!
Harmony Award -- Given by Nishant Kohli, Director, Engineering: Hitachi Vantara
I'd like to thank you for all your effort in insuring success of the content portfolio. Also your passion towards supporting the team and insuring the overall success of Hitachi. Your effort on ANZ Bank and dedication to working nights and through time off is appreciated.
Storage GM Award -- Given by Pete Korce, General Manager: Equallogic
Sal and his team have been part of a broader organizational transformation that is positioning Dell & EQL for future success as we continue to grow our enterprise business.
They have served as the voice of the customer to help the NDC organization better understand customer issues and help engineering focus on the most important product improvements to improve customer experience.
In addition, Sal has developed new processes and training to help our IPS organization come up to speed quickly to provide additional help and resources in resolving customer issues in a timely manner.
At the same time Sal grew his own sustaining team significantly, most recently expanding their capabilities in the maintenance release and quality functions.
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