Oversee a team of 25+ agents, including team leads and a quality assurance analyst, to ensure high performance and operational efficiency. Act as the representative for Support Operations within cross-functional Growth mission teams, ensuring that new initiatives are properly supported and streamlined for both our team and customers. Manage the relationship with our BPO partner to ensure alignment with company goals and support objectives.Key Achievements:• Ensure seamless collaboration with BPO partners to maintain support quality and efficiency.• Lead a 25+ member team, driving performance improvements and maintaining service standards.• Support new initiatives by representing the Support Operations team in Growth mission teams, ensuring operational readiness and customer impact are prioritized.

I specialize in optimizing support operations on the Zendesk platform, driving efficiency through systematic updates and improvements. I produce quarterly executive reports that provide valuable insights into customer satisfaction, technical trends, and support performance. I lead three specialized support teams—technical, compliance, and general—while spearheading global support improvement initiatives. These initiatives include training on new products, processes, and tools and implementing standard best practices. Additionally, I manage scheduling through the WFM platform (Assembled), ensuring efficient coverage and real-time adjustments.Key Achievements:• Reduced support costs and enhanced reporting by transitioning Fondue's support operations to Postscript.• Maintained a 94% CSAT average and achieved a 2-minute handle time in chat channels.• Addressed compliance challenges by creating a dedicated compliance role.• Improved processes and workflows by collaborating with business operations teams.

During this job role, I formulated SOPs to streamline interdepartmental collaboration and transitions, bolstering productivity and fostering seamless handovers. I enhanced productivity via precise documentation and ongoing identification of improvement opportunities. Moreover, I established a personalized mentoring initiative to cultivate employee skills based on individual strengths and weaknesses. Implemented forward-thinking strategies to forecast staffing requirements and attain enduring goals. Also, I introduced KCS Methodology to the support team for comprehensive customer insights and troubleshooting documentation.Key Achievements:• Enhanced customer relations and bolstered brand reputation by guaranteeing prompt service within 24 hours.• Attained a 90% customer satisfaction rate by mentoring team members and delivering top-tier support.• Leveraged performance data to optimize operational efficiency, adapt to market conditions, and anticipate future needs.• Fostered collaboration with CS organization and stakeholders, leading to a 10% surge in customer satisfaction through refined processes and customer journeys.

While serving as a product support manager, I led the process enhancements and crafted customer support escalation protocols. I partnered across departments to optimize procedures and set service benchmarks. Also, I directed a 20+ member Product Support team, ensuring excellence in support delivery. Supervised BPO partners and formulated strategies for chat widget customer service delivery.Key Achievements:• Improved support operations through process improvements, staff forecasting, and streamlined customer escalation, resulting in a notable increase in customer satisfaction within six months.• Utilized Salesforce reporting to track metrics and derive insights for enhancing efficiency, leading to significant reductions in response times and increased resolution rates.• Enabled data-driven decision-making and optimized team performance by configuring Salesforce and developing reporting dashboards for the Customer Success team.

I evaluated program plans to forecast resource requirements. Analyzed customer feedback to inform business strategies and process enhancements. Moreover, I efficiently managed daily operations and supervised a remote team of 5. I created a project management roadmap outlining goals, timelines, and milestones. Additionally, I delivered customer support metrics for strategic decision-making. Investigated and resolved bottleneck issues. Administered ZenDesk platform configurations, reporting, and workflows.Key Achievements:• Maximized satisfaction rating by 95% by ensuring all student inquiries were promptly addressed within 24 hours, enhancing overall service quality.• Optimized architecture for tracking KPIs and improved data accuracy and actionable insights by collaborating with IT and business teams.• Refined procedures and best practices in collaboration with process owners, implementing policies and SOPs to drive continuous improvement initiatives.

During this job role, I designed and executed internal policies to boost efficiency and responsiveness. Additionally, I collaborated with process owners to streamline procedures and tackle quality audit concerns. Also, I updated and distributed standard operating procedures according to stakeholder input. Fostered favorable relationships with clients and vendors.Key Achievements:• Enhanced performance tracking and analysis, enabling more informed strategic planning decisions.• Improved productivity KPIs by conducting targeted training sessions.• Addressed all student inquiries within 24 hours and maintained a 95% satisfaction rating for our service by delivering impeccable primary customer support in a dynamic environment.

As a support service supervisor, I delivered impeccable employee support through motivational and analytical methods for routine and complex tasks. Also, I created daily case reports to assist business leaders in decision-making and operational planning. Initiated and implemented training programs to boost team productivity. Additionally, I tracked and documented metrics, analyzing trends to support informed decision-making.Key Achievements:• Evaluated employee and customer interactions to assess service quality and identify areas for improvement.• Enhanced agent accountability and maintained consistently high service standards by developing and implementing a Quality Assurance system.

During this job role, I tracked day-to-day and weekly KPIs including recontact rate, customer satisfaction, and average handle time. I engaged with leadership to review operations and suggest process enhancements. Moreover, I facilitated onboarding for new hires and offered behavior-specific coaching for optimal performance. Conducted weekly team meetings to discuss KPI performance and develop strategies. Additionally, I monitored and resolved attendance concerns promptly.Key Achievements:• Boosted CSAT to 95% through adept team management, earning top manager recognition.• Inspired cross-team collaboration by mentoring and fostering innovative customer experience ideas.• Identified and addressed agent performance and operational gaps through comprehensive root cause analysis.• Elevated customer quality standards by implementing operational efficiency strategies.

I coached new team members in service techniques and conducted quality assurance evaluations. Moreover, I addressed complaints and issues during departmental understaffing situations. Handled escalated needs and managed incoming calls. Identified and implemented improvements in inefficient areas. Also, I ensured the accuracy of customer account data through manual and digital updates.Key Achievements:• Optimized team performance through training, oversight, and mentorship of new members.• Enhanced customer installation efficiency by 60% by implementing call quality measures during sales and installation phases.• Improved and maintained high-quality service delivery by analyzing customer data to devise robust solutions.