John Laighton

John Laighton has extensive experience in technical support and service delivery, currently serving as Senior Director of Global Service Delivery at Avaya since 2010, where leadership of a large technical team has resulted in an average monthly customer satisfaction score of 4. Prior roles at Avaya included Director of Contact Center Technical Services, achieving an escalation rate below 4%, and Customer Service Manager for Business Partners, successfully reducing open incident backlogs by 40% and incoming incidents by 25% through a comprehensive training plan. Previously, John held various leadership positions at Nortel Networks, including Director of Enterprise Voice and Data Technical Support, and has experience with Bay Networks and Wellfleet. John Laighton holds a Bachelor of Science in Management Information Systems from Southern New Hampshire University.