With 15+ years of experience managing customer and technical support enterprises and teams, I have leveraged my strong technical and engineering foundation to implement resolutions, mitigate escalations, build robust platforms, and shape customer experiences. Collaborating with cross-functional teams, I have worked diligently to identify issues, act on continuous improvement opportunities, and steer organizations toward operational excellence, unprecedented efficiencies, and ‘unreachable’ Net Promoter Scores.★ ★ ★Working with Salesforce for the past 5 years—formerly with Datorama prior to acquisition—I am a Senior Manager, Technical Support and lead a 40+-member team in scaffolding the infrastructure to optimize customer success. By building best practices, recruiting and onboarding an in-house team in the U.S. and India—transitioning away from contractors—I have played a vital role in elevating all our KPIs.★ ★ ★Earlier in my journey, as a Technical Services Lead with Emplify, I once again drove customer success, this time owning and administering all tools leveraged by the CS team, configuring Salesforce.com integrations, and continuously identifying opportunities for improvement. As such, after completing an extensive multi-level listening tour, I championed development of a single source of truth, greatly improving sales team effectiveness, administrative efficiencies, and customer satisfaction. Through strategic automations and improved data access, we achieved an NPS of 71 and increased account retention by 20%.★ ★ ★Gaining exposure to Salesforce.com Service Cloud as an Enterprise Engineer with T2 Systems, I spent 5 years delivering Level 2 and 3 support, building and testing patches, expediting case resolution, and developing first-time customer-facing resources. For example, I created a self-service knowledge base with template reports for immediate customer access, greatly reducing custom requests and allowing for time and talent reallocation.