Manage the entire Support operations team and work weekly with CS, PS, SalesOps, RevOps, Finance, and Support leadership to configure systems, build reports, analyze/synthesize data, deliver CX best practices training, and audit processes.Consult with CX leadership, Engineering management, and Executive team members on data analysis, data hygiene processes, customer journey improvements, client retention, and leveraging our tech stack to meet business objectives.Lead initiatives to analyze, validate, and sync data between systems used by Support, CS, RevOps and PS. Build custom scripts to resync and clean health data, churn indicators, renewal dates, and other key metrics. Improve configurations and processes. Prevented CS from missing 27 important client renewals. Collaborate with Engineering and CX leaders to sync real time ticket, user, and account data across our CRM, Salesforce, BigQuery, Community, Chili Piper, and Zuora systems. Automated the syncing of 173k+ support tickets, 35k+ users and 700+ accounts which were previously siloed in their own systems.Build automations, relying heavily on Salesforce SQL queries, to sync and validate data, notify stakeholders of key events, drive community engagement, increase customer satisfaction, power email campaigns, and populate Executive team dashboard data.Lead the initiative to enhance the Incident Management flow, improving process documentation and implementing new automations to save crucial time during system outages. Analyzed Engineering bug ticket data and processes to identify bottlenecks, inefficiencies, and communication gaps. Implemented comprehensive cross-functional changes to improve ticket writing, collaboration processes, and data accuracy across multiple systems. Jira bug ticket completion increased from 218 to 1,094 in one year.

Rebuilt and configured our entire CRM system used for communicating with 2,000 clients per month. Ran data cleanup scripts, improved data collection processes, and helped build 70+ dashboards for Engineering, CX and Executive team leadership. Consolidated data from four separate systems into a single, custom built, Javascript/React widget used by CX and other teams for making data driven decisions when engaging a client.Consulted leadership on best practices for operational changes at the individual, team and company level. Awarded DJTAIBAI (Don’t Just Talk About It, Be About It) and earned the CX Values award.

Fielded ad hoc requests for system configurations, operational improvements, and data cleanup while completing 28% of Support ticket volume in the first 3 months, more than any other Support Engineer.Lead daily team meetings to help Support Engineers resolve tickets and decrease time to resolution.

Built a web application used by 4 CX teams and 50 daily users for finding and copying template client responses. Learned and built the application using Node.js, MongoDB, Rest APIs, JSON, HTML, SQL, CSS and JavaScript.Supervised team of 12 during on-call shifts, managed 4 direct reports, and worked directly with CX leadership to revise and implement operational improvements for a team handling an average of 14,000 cases per month. Reduced average resolution time by 24 hours by reviewing case data metrics, mapping customer life cycles, training staff, and implementing process and operational improvements. Customized objects, workflow rules, reports, and dashboards in Salesforce to support vital team functions and track progress towards KPI goals. Served as a System Admin for Support and other CX teams.

Resolved 10k support tickets in my first year, more than any other analyst, with an average quality score of 9.5/10.