Led global customer care team focused on triaging help desk escalation tickets and resolving critical product issues.- Managed team escalations in Zendesk, Salesforce, and JIRA- Conducted trend analysis and created reporting to identify critical issues- Partnered cross functionally to resolve identified priority issues- Created runbooks and documentation for both internal and customer-facing tools- Remediated order failures using internal toolsets, identifying priority issues and driving to resolution- Worked with knowledge management teams to develop learning solutions- Hosted recurring meetings with stakeholders across the business- Worked directly with executive leadership team to handle time-sensitive priority escalations- Organized international travel for team building and on-site training

Supported digital products, helped grow digital customer care globally.- Resolved help desk tickets escalated by junior team members and provided direct coaching- Used Hootsuite and Zendesk to manage social media pages- Managed Zendesk and GetSatisfaction community forums- Interviewed and trained junior team members- Traveled internationally to call centers to conduct on-site training- Held regular standups with product teams to discuss development roadmaps and prioritize issues

Supported digital products in website building, social media, and CRM tools, among others.- Resolved customer requests in Zendesk and GetSatisfaction- Reported bugs and feature requests in JIRA- Created product documentation- Advocated for customers issues with product teams

Supported digital products in website building, social media, and CRM tools, among others.- Resolved customer requests in Zendesk and GetSatisfaction- Reported bugs and feature requests in JIRA- Advocated for customers issues with product teams