Senior Support: Demonstrates a strong commitment to delivering exceptional results and consistently meeting or surpassing performance goals. Achieved a 98% customer satisfaction rate throughout the duration of tenure. Consistently exceeded weekly CPH targets, surpassing expectations by 8-9%.Deliverability Revamp: Contributed as a member of a dedicated task force focused on email deliverability.Reviewed and refined email deliverability playbooks for the support team. Developed documentation to assist both customers and colleagues in managing email and maintaining a positive sending reputation.Played a vital role in enhancing the team's overall effectiveness in addressing email-related issues.KPI Evolution Team: Contributed to the assessment of key performance indicators (KPIs) across the support organization. Supported data-driven decision-making by offering valuable input on KPI performance and identifying areas for improvement.Mentorship: Acted as a mentor to newly hired team members, offering guidance and support to help them navigate complex product challenges. Engaged in daily meetings to address specific product intricacies and help mentees master key performance indicators (KPIs). Contributed to the professional growth and development of team members by sharing knowledge and fostering a supportive learning environment.Incident Management Communication Lead: Responsible for crafting comprehensive communication strategies for both internal and external stakeholders during critical P0 incidents.

SMS Rollout: Collaborated with R&D team to facilitate the successful rollout of SMS technology to customers and internal stakeholders. Created comprehensive documentation to streamline implementation and integration processes for the Support team. Fostered strong partnerships with tech stack vendors, contributing to the development of efficient workflows.Community Moderation: Assisted Community Manager with rollout of Community for Intercom customers by monitoring post activity, answering questions regarding product line, and ensuring other ICs were aligned with company voice and best practices. Help Center Specialist: Demonstrated expertise in creating and maintaining knowledge documentation for new products. Ensured that the documentation remained up-to-date, reflecting the latest iterations and improvements.Teammate Onboarding: Assisted in the successful onboarding of new hires through a comprehensive 6-week program. Conducted focused sessions to review specific areas of the product, ensuring a smooth transition for the teammate and introduction to KPIs.

Effectively support a global user base through prompt and efficient chat and email communications.Identify and address the needs of customers with ever-increasing complex setups, offering tailored training opportunities to ensure optimal product utilization.Consistently meet and exceed key performance indicator (KPI) targets, ensuring high-quality customer interactions and timely issue resolution.Maintain up-to-date internal documentation and customer content repositories, streamlining support processes and facilitating efficient assistance.Demonstrate a proactive approach to improving customer satisfaction, continuously seeking opportunities to enhance the support experience.

• Provide SaaS support to global accounts through My Oracle Support telephone and client portal.• Create client-facing product knowledge content for management to boost proactive support.• Act as liaison between Engineer Support, Development, Product, and Technical Support teams to ensure meeting service level agreement performance targets.• Manage Community forum coverage schedules for global engineer team and monitor internal participation. • Mentor employees during training process and approve assessment submissions.• Publish bi-weekly customer advocacy articles to provide best end-user practices.

• Supply technical platform support through the Tender ticketing system.• Act as on-call engineer, 24/7 support, for clients monthly.• Troubleshoot issues in regard to functionality processes with Facebook, Twitter, Google+, Instagram, Weibo, and LinkedIn.• Manage southeastern client accounts while working with designated account managers to facilitate positive relationships.