- Lead design & implementation of in-house customer support portal, integrated with internal CRM, back-end systems, & self-service infrastructure- Migrated Chatbot platform in half the time of previous implementation after vendor acquisition- Coordinated migration of CRM between live-chat and async chat support models- Owned Customer Support tooling, internal & external- Managed strategy, roadmap, and vision for team of front & back end developers- Coordinated effort and execution across Product, CX, and Engineering teams- Prioritized requests for improvements & features for CX tooling across entire company

- Selected & managed vendors for B2C self-service tooling- Designed and implemented a chatbot in a complex product resulting in a +22% margin per customer contacting support, achieving ROI in under 3 months- Experimented with self-service tooling to improve impact and efficacy, improving self service rate by 50%- Communicated experimentation impact & results to leadership- Owned CICD of multiple self-service platforms including Chatbot, CSAT/NPS Feedback, & CRM

- Rebuilt customer support categorization matrix for consumption by Product teams, built team for continuous monitoring, training, and improvement- Implemented feedback loop for insight generation into underlying product friction based on Contact Driver Analysis- Built and refined impact/efficacy tracking dashboards- Ensured scalability, interoperability, and compliance of CX technology solutions

- Analyzed and identified trending issues within support- Generated, implemented, and maintained Standard Operating Procedures to empower front line support- Troubleshot and documented novel issues, escalating to engineering for review- Integrated with product and development teams to facilitate knowledge transfer and feedback between customer service and product

- Supported large scale live video encoding with 99.99% SLA and analyzed trends to prevent issues- Designed, codified, documented, and implemented Standard Operating Procedures for incident/outage response- Implemented and administered KANBAN project management within ITIL framework- Coordinated interdepartmental initiatives to consolidate troubleshooting mediums and implement intelligent automated

- Managed team of 3-8 support representatives in FinTech call center