I lead multiple teams with a focus on Technical Support operations and cross-departmental collaboration. By leveraging data and an in-depth knowledge of the strengths of my team, I strive to harness our full potential with the ultimate goal of elevating the Customer Support experience.

I lead a team of technical support agents to deliver a world-class support experience via chats, phones, and tickets. Together with other teams and departments, we ensure that customer needs are met in a timely fashion by facilitating real-time information exchange and coordinating individualized plans of action.By closely aligning views with senior leadership, my team and I ensure our efforts work in tandem with the direction the company is headed. I constantly calibrate these efforts by observing established KPIs related to effectiveness, efficiency, and customer satisfaction, and by providing constant guidance to my team on how to meet and exceed set goals and objectives.I also represent our technical support team in conferences with customers and clients on a global scale, ensuring that their concerns are addressed in a way that ensures continuous satisfaction with our products and services.Constantly motivating our existing talent, as well as identifying potential new talent, is one of my key roles in this position.

I spearheaded a team of remote technical support and customer care agents, directing daily operations and achievement of established KPIs, including profitability, customer satisfaction, and adherence metrics. I delivered performance reviews, providing insight on areas in need of improvement to drive enhanced operations. I also compile and present detailed synopses of call observations to facilitate performance evaluations. I direct back-end teams in capacity planning, payroll administration, and attendance. As well, I was accountable for contract-wise floor operations, managing voluntary leave, schedule adherence, and identifying trends to deliver information to drivers in real time.• Led a significant operational adjustment based on evolving client needs, including implementation of chat-based technical support operations.• Established clear channels of communication with executive teams to ensure alignment of team performance with strategic and profit goals.• Oversaw two specific quality assurance projects at the request of the client, coordinating with operations managers to ensure successful client satisfaction and continuous project compliance.• Established and standardized guides for agents to facilitate ongoing professional development.

This position was centered on providing real-time direction and technical knowledge assistance to other representatives in my team, while offering top-class technical support to customers. Additional responsibilities included:• Fielding supervisor escalations and finding the best solutions for customers.• Working in collaboration with management and clients to provide first-hand insight on operations, as well as suggestions for improvement and optimization.• Ensuring ticket escalations were error free before submitting them to field operations, minimizing inefficiencies and delays.