• Presented daily reports to executive levels, with focus on initiatives to improve products and support processes, leading to a 6-point year over year increase in product satisfaction• Worked weekly with product engineering and sales to help drive product quality and deliver appropriate expectations, resulting in 4-point increase in customer satisfaction year over year in AMER and LTAM• Collaborated frequently with peers in EMEA and APAC to streamline processes and ensure consistency across regions, which increased customer satisfaction by 4-points and 5-points, respectively, year over year

• Responsible for gathering daily reports, using the data to help drive down backlog by 25% year over year• Weekly case scrubs and quality monitoring leading to a year over year increase in customer satisfaction by 2 percent• Process creation and documentation, which helped increase same day closure by 10% year over year

• Gathering and delivering daily, quarterly, and yearly metrics to executive leadership• Escalation point for critical service requests and hot customer issues• Created process documentation, which helped decrease average resolution time by 3%

• Creating and managing service requests for vBlock users, achieving a resolution rate of 82%• Delegating service request volume amongst the global team, which helped drive customer satisfaction scores above 90%• Escalation point for hot customer issues