As a dedicated Product Support Manager, I specialize in leading high-performing teams to provide exceptional support for Avalara's cutting-edge SAAS compliance services. My role extends beyond the traditional call center management, encompassing a wide range of responsibilities and accomplishments, including:✨ Incident & Escalation Management: Overseeing and orchestrating incident and escalation procedures to ensure prompt, effective, and expert-driven solutions for our diverse customer base.✨ EOL Projects: Taking the lead in managing End-of-Life (EOL) projects, strategically planning transitions, and ensuring a seamless customer experience while minimizing disruption.✨ Global Team Collaboration: Collaborating closely with cross-functional support teams located worldwide to maintain consistency and fluidity in customer interactions and employee experiences.✨ Product Development: Engaging with engineering and product teams to drive product improvements and enhancements, including the successful replacement of the Audit Tool and comprehensive training delivery.✨ Leadership & Recognition: Representing the Global Support Organization on the TLS Tiger team, advocating for GSO's needs throughout the project. Acknowledged as an Elite Performer for outstanding contributions in Q1 and Q2, culminating in a notable presentation at the Product Summit in Q3.✨ Partnership & Relationship Building: Cultivating and nurturing relationships with partner organizations, participating in monthly discussions to address issues and streamline processes.I take immense pride in my ability to lead and inspire my team to consistently deliver expedient, effective, and expertise-driven solutions. I am passionate about driving innovation, optimizing processes, and ensuring that our customers receive the highest level of support.

• Implemented a specialty-based routing system to reduce response time for customer inquiries.• Trained all employees and administrators across the country on a new application through live training, webinars, recorded sessions, and knowledge base articles.• Completed four projects a year on topics such as user survey calls, management of the company’s Enhancing Audit Quality Initiative, managing communications, response billing, and user feedback.• Communicated directly with CEOs and reviewers for the top four CPA firms as their dedicated support specialist.

• Promoted engineer faster than any other member of the department at that time.• Recognized as among the top five support professionals in the company worldwide for closed trouble tickets/ cases every month, despite limited training on the platform at the time.• Assisted customers on over 20 phone calls and up to 10 emails each day.

• Administered Active Directory and all Windows functions and support for the main office of 30 employees.• Managed and provided support technology in over 30 restaurants, including all manager accounts, printers, wifi, and presentation technology.• Implemented a ticketing system to help track issues and prioritize support.Installed and maintained new digital menus at all restaurants.

• Consulted with customers on choosing and installing awnings.• Headed all aspects of projects, including designing, pricing, ordering materials, project management, installation management, final contact, and payment.• Generated $50,000-100,000 in commercial and residential sales each year.