Eric Goffney
About Eric Goffney
Eric Goffney is the Senior Director of Optimization Services at Uniphore, where he has worked since 2021. He has extensive experience in customer service and support roles across various companies, including Teachscape, LightRiver Technologies, and Trend Micro.
Current Role at Uniphore
Eric Goffney serves as the Senior Director of Optimization Services at Uniphore, a position he has held since 2021. In this role, he focuses on enhancing customer experience and optimizing service delivery. His work involves balancing customer needs with company objectives to drive efficiency and effectiveness within the organization. Goffney operates from Palo Alto, California, contributing to Uniphore's mission of transforming customer engagement through advanced technology.
Previous Experience in Client Services
Eric Goffney has held various leadership roles in client services across multiple organizations. He was the Vice President of Client Services at Teachscape from 2014 to 2016. Prior to that, he served as the Vice President of Service Delivery at LightRiver Technologies for one year, from 2016 to 2017. His experience also includes a six-year tenure at Trend Micro as Head of Global Business & Consumer Support Services, where he developed strategies to enhance customer support.
Educational Background
Eric Goffney studied at Kent State University, where he earned a Bachelor of Arts degree in Psychology. He also pursued graduate studies for a Master of Education in Rehabilitation Counseling. His educational background provides a foundation for his expertise in understanding customer needs and optimizing service delivery.
Expertise in Customer Support and Optimization
Goffney is recognized for his ability to build responsive and customer-focused service organizations. He specializes in optimizing processes to reduce costs while enhancing customer experiences. His expertise includes P&L management, strategic planning, and organizational development, which he applies to improve service performance and client relationships.
Career History and Leadership Roles
Throughout his career, Eric Goffney has held several significant positions in customer support and service management. He served as Senior Vice President of Customer Care at Excite@Home from 1999 to 2001 and as Vice President of Customer Support at Netcom Online Communications from 1995 to 1999. His leadership roles have consistently focused on improving processes and driving customer satisfaction in various high-growth companies.