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Carbonite Support > About Customer Care
Grand Stevie Award
2018 Stevie Awards for Sales and Customer ServicePeople’s Choice Award
2018 Stevie Awards for Sales and Customer ServiceGold - Contact Center of the Year (Over 100 Seats) - Technology
2018 Stevie Awards for Sales and Customer ServiceGold - e-Commerce Customer Service Award - Computer Industries
2018 Stevie Awards for Sales and Customer ServiceSilver - Customer Service Manager of the Year - John Marshall
2018 Stevie Awards for Sales and Customer ServiceSilver - Contact Center Manager of the Year - Kevin Bechard
2018 Stevie Awards for Sales and Customer ServiceSilver - Best Use of Technology in Customer Service - Computer Industries
2018 Stevie Awards for Sales and Customer ServiceSilver - Contact Center Leader of the Year - Laurie Danforth
2018 Stevie Awards for Sales and Customer ServiceSilver - Customer Service Complaints Team of the Year - Technology Industries
2018 Stevie Awards for Sales and Customer ServiceSilver - Back-Office Customer Service Professional of the Year - Technology Industries
2018 Stevie Awards for Sales and Customer ServiceSilver - Customer Service Department of the Year – Computer Software - 100 or More Employees
2018 Stevie Awards for Sales and Customer ServiceBronze - Front-Line Customer Service Professional of the Year - Technology Industries - Mitchell Nemeth
2018 Stevie Awards for Sales and Customer ServiceBronze - Award for Innovation in Customer Service - Computer Industries
2018 Stevie Awards for Sales and Customer ServiceBronze - Back-Office Customer Service Team of the Year - Technology Industries
2018 Stevie Awards for Sales and Customer ServiceBronze - Contact Center Professional of the Year - Marshall Milinazzo
2018 Stevie Awards for Sales and Customer ServiceBronze - Customer Service Leader of the Year - Robert Frost
2018 Stevie Awards for Sales and Customer ServiceBest Large Contact Center
2017 ICMI International FinalistGrand Stevie - 8th most awarded company at the 2017 event
2017 Stevie Awards for Sales and Customer ServiceGold - Customer Service Department of the Year
2017 International Business AwardsGold - Contact Center of the Year (over 100 seats) - Technology Industries
2017 Stevie Awards for Sales and Customer ServiceGold - Customer Service Complaints Team of the Year
2017 Stevie Awards for Sales and Customer ServiceGold - Customer Service Leader of the Year - Brett Siedman
2017 Stevie Awards for Sales and Customer ServiceGold - Contact Center Leader of the Year - Robert Frost
2017 Stevie Awards for Sales and Customer ServiceSilver - Customer Service Team of the Year – (Transformation of EVault Support)
2017 International Business AwardsSilver - Customer Service Executive of the Year
2017 International Business AwardsSilver - Customer Service Department of the Year (100 or more employees) - Computer Software
2017 Stevie Awards for Sales and Customer ServiceSilver - Customer Service Team Manager of the Year - Brian Grondin
2017 Stevie Awards for Sales and Customer ServiceSilver - Best Use of Technology in Customer Service
2017 Stevie Awards for Sales and Customer ServiceSilver - Contact Center of the Year (Up to 100 Seats) - Technology Industries
2017 Stevie Awards for Sales and Customer ServiceSilver - e-commerce Customer Service Award
2017 Stevie Awards for Sales and Customer ServiceBronze - Customer Service Department of the Year
2017 American Business AwardsBronze - Customer Service Team of the Year - Computer Services & Software (EVault)
2017 American Business AwardsBronze - Customer Service Executive of the Year - Robert Frost
2017 American Business AwardsBronze - Daniel Drake, Front-Line Customer Service Professional of the Year - Technology Industries
2017 Stevie Awards for Sales and Customer ServiceBronze - Consumer Team, Front-Line Customer Service Team of the Year - Technology Industries
2017 Stevie Awards for Sales and Customer ServiceBronze - Ashley Abbott, Back-Office Customer Service Professional of the Year
2017 Stevie Awards for Sales and Customer ServicePeople's choice award - Favorite Customer Service
2016 Stevie for Sales & Customer ServiceGrand Stevie Award
2016 Stevie for Sales & Customer ServiceGold - Contact Center Leader (Executive) of the Year – Robert Frost
2016 Stevie for Sales & Customer ServiceGold - Customer Service Department of the Year
2016 American Business AwardsGold - Front Line CS Professional of the Year – Robert Doyon
2016 Stevie for Sales & Customer ServiceGold - Customer Service Team of the Year (The CarboKnights)
2016 International Business AwardsGold - Contact Center Professional of the Year – Krystle Bouck
2016 Stevie for Sales & Customer ServiceGold - Best Use of Technology in Customer Service – Tools and Technology
2016 Stevie for Sales & Customer ServiceGold - Back Office Customer Service Professional of the Year – Marshall Milinazzo
2016 Stevie for Sales & Customer ServiceSilver - Back Office Customer Service Team of the Year – Readiness
2016 Stevie for Sales & Customer ServiceSilver - Contact Center of the Year – Customer Care
2016 Stevie for Sales & Customer ServiceSilver - Customer Service Department of the Year – Customer Care
2016 Stevie for Sales & Customer ServiceSilver - Customer Service Team of the Year - The CarboKnights
2016 American Business AwardsSilver - Customer Service Leader of the Year – Robert Frost
2016 Stevie for Sales & Customer ServiceSilver - Customer Service Department of the Year
2016 International Business AwardsSilver - Customer Service Team of the Year, Recovery Situation – Sr. Escalations
2016 Stevie for Sales & Customer ServiceSilver - Customer Service Training Team of the Year – Training
2016 Stevie for Sales & Customer ServiceSilver - Customer Service Complaints Team of the Year – CSRU
2016 Stevie for Sales & Customer ServiceBest Large Call Center Finalist
2015 ICMI Global Contact CenterBest Place to Work in Maine (6th Place)
2015 Best Places to Work in Maine (Large Employer)Gold - Customer Service Executive of the Year
2015 2015 American Business AwardsGold - Customer Service Department of the Year
2015 Stevie for International Business AwardsGold - Customer Service Team of the Year
2015 American Business AwardsSilver - Customer Service Executive of the Year
2015 Stevie for International Business AwardsSilver - Customer Service Department of the Year
2015 American Business AwardsBronze - Contact Center of the Year – Technology Industries
2015 Stevie for Sales and Customer ServiceBronze - Customer Service Team of the Year
2015 Stevie for International Business AwardsBest Place to Work in Maine (13th Place)
2014 Best Places to Work in Maine (Large Employer)
Robert Frost
VP of Customer Care
Rob brings more than 20 years of experience in Customer Service to his role as Vice President of Customer Care at Carbonite. He is a passionate customer advocate who delivers world-class support by creating a fun, challenging and healthy work environment where employees can thrive. Rob has deep experience in the backup and recovery space, having held leadership positions at Intronis and Acronis prior to joining Carbonite.
Krystle Bouck
Director - Customer Care Operations
Krystle’s mission at Carbonite is to ensure our technical agents have the knowledge and tools they need to succeed. She accomplishes this through providing top notch training, quality assurance, analytics, tools and content. Krystle has worked in Customer Service her entire professional career. She started with Carbonite in 2007 as a technical email agent. Since then she has excelled from Tier I to Tier III, supervised a Service Delivery team, created training and quality programs, and facilitated opening 3 outsourced vendors. This drive and dedication toward Carbonite and its employees led her to her current role directing Global Support Operations. As someone who has seen Carbonite grow from a start-up to a world class support center, Krystle’s tenure and experiences as a support agent continues to influence every decision she makes for the benefit of our customers.
Marshall Milinazzo
Director - Customer Care Readiness
Readiness prepares the Carbonite Customer Care organization for changes to our products and processes to ensure the best support experience for all of our customers. Marshall has come up through the ranks of Customer Care, starting as a Carbonite Support Representative in the spring of 2008 , he moved on to become the Manager of the Escalation Team. Since then he has taken on an increasing level of responsibility and has used his knowledge to improve cross functional communication between the different teams at Carbonite. He strives every day to improve our business, which is to offer our customers a world class Customer Care and Product experience.
Brett Siedman
Senior Director - Customer Care
Brett Siedman is the Senior Director of Service Delivery for Carbonite Customer Care. Brett has more than 20 years of domestic and international customer service experience. He has worked for technology giants such as Microsoft and Intel, as well as having owned his own consulting company prior to joining the Carbonite team. Brett holds a BS in Computer Engineering Technology, an MBA, and an MS in Information Management. Brett believes world class customer support is key to the success of any company and his philosophy is that happy employees drive happy customers: “In addition to top notch technical/troubleshooting skills, I want my agents’ smiles to go right through the phone line to the customer!
Erik Price
Director - Customer Care
With more than 30 years of experience in the Service and Support industry, Erik leads our “follow-the-sun” Mid-Market support organization with 24/7 coverage in 7 different countries. Since joining Doubletake in 2000, Erik has used his industry-leading expertise in technical services to build an award-winning support team for the Doubletake software – now Carbonite Availability, Migrate, and Recover. By emphasizing efficiency, continuous improvement, and leadership development, Erik has propelled the Carbonite support organization to unmatched levels of readiness while empowering employees to maximize their potential.
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