Protection 1 Promotes Two Key Executives to Strengthen its Customer Experience Offerings
Protection 1 announced the promotion of Matt Cooper to Senior Director of Centralized Operations, and Johnny Galarza to the newly formed role of Director of Integrated Applications Systems, effective immediately. Both individuals will be based out of Protection 1’s Irving Call Center and report to Senior Vice President of Customer Operations Joe Sanchez.
"Since his first day at Protection 1, Matt has consistently shown his responsibility and commitment to his team and the customer experience. He has exceeded customer expectations by ensuring high profile national accounts have efficiently and accurately received the products and services promised by our sales professionals,” commented Sanchez. "Johnny’s commitment to the customer and the company are the reasons why he was chosen for this position. Moving into this newly formed, critical role is essential for Protection 1 to remain the industry leader, as Johnny uses his vast experience to grow our video-based, interactive service offerings while enhancing the overall customer experience.”
As the Senior Director of Centralized Operations, Cooper will oversee the management of all commercial and national account installations of alarm systems, CCTV, access control, and fire alarms nationwide in out of market areas. He will also manage the development and implementation of National Account project managers, National Account field operations managers, National Account technicians and subcontractors.
Cooper has over 14 years of industry and IT experience, including 12 years working for Protection 1. Prior to Protection 1, he served in the United States Navy at Naval Station Everett in Everett, WA. Since first joining Protection 1 in 2004, Cooper has held positions ranging from residential service technician and operations supervisor, to field operations manager for national accounts installation. Most recently, he held the position of director of field operations.
"Having come from the field within the Protection 1 organization, I understand the daily life of our technicians. Improving the technician experience, as well as the efficiency of the tech support department, is paramount to our company's success,” said Cooper. “Delivering timely and accurate solutions, a great customer experience, and maintaining department goals and service levels will be my primary focus."
In his new role, Galarza will be responsible for the integrated video services and PIN Automation application functionality.
Galarza has over 23 years of IT and industry experience, including three years working for Protection 1. Prior to Protection 1, he worked for HSM Electronic Protection Services, Stanley Security Solutions and Stanley Black and Decker. Galarza has held positions ranging from IT technical manager and IT integration project manager to global IT project manager. Most recently, he held the position of director of technical services at Protection 1's Irving Call Center. He has extensive experience managing high priority, multi-faceted projects, including managing the service delivery for the city of Chicago and the Chicago Transit Authority and managing global acquisition integration projects.
"I believe that my experience in the IT and alarm industries will be invaluable,” stated Galarza. “I will bridge the gap between the services the customers are looking for Protection 1 to deliver and the customer's IT department, ensuring the customer understands the impact all services have on their network."