I provide business consulting services for SaaS companies to improve their customer experience, CSAT, NPS and retention.

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Led Global Technical Support including support operations, enablement and community functions for the Kustomer product. Introduced a one-to-many support program and strengthened the foundation of the team via a formal QA process and an advanced enablement program to allow for scale while maintaining service quality. Worked closely with the WhatsApp Support Leadership team to align with their support model and plan for scale. Key Accomplishments: Rolled out a one-to-many support program using Insided to create a Customer Community to reduce overall issue volume by 10% in the first 3 months. Created a formal agent QA process to review team quality; achieved an average score of 95%. Introduced Subject Matter Expert (SME) Training to reduce issue effort by 34% (from 62 to 41min). Increased team confidence with one of our more complicated issue types, by 78%. Partnered with the Product and Engineering to advocate for the release of enhancements which reduced the volume from those issues by over 40%. Improved ticketing system automation to allow for real-time chats with customers which led to a 50% improvement in response times. Established an Apps Creation program to help grow the team’s knowledge and facilitate ongoing partnership with external teams leading to a 15% increase in Apps and reduced issue volume for 2 specific issues by over 60%. Introduced formal Level 2 and 3 escalation paths creating a feedback loop into SME Training and KB Content Creation initiatives, which increased agent productivity by 20% without reducing quality or causing burnout.

Led the dramatic turnaround of the Technical Support organization, which won a Bronze Stevie® Award for Sales & Customer Service out of more than 2,300 nominations. Support became the leading positive category in the (VOC) survey with 72% of respondents saying they were likely to recommend our product based on the quality of support they received. Grew the team by 71% including regional managers, global coverage, support operations and enablement functions. Key Accomplishments: Introduced standardized metrics and met or exceeded targets as follows: Initial Response Time (Target 1 hour; Achieved 20 min) Resolution Time (Target 2 Business days; Achieved 1.7 Business Days); CSAT (Target 4.5; Achieved 4.9). Resolution Time started at 4 weeks and was reduced to 1.7 Business Days. Increased CSAT by 21% (from 77 to 98) exceeding the ASCII CSAT benchmark for software. Reduced ramp up time by 83% from 6 months down to 1 by improving new hire selection and on-boarding. Reduced client escalations on support issues by 98% and First Response Time by 50% with an overhaul of the ticketing system including enhanced automations and integration into Salesforce and Strikedeck. The VOC survey category for customer training improved by 30% due to the introduction of a support webinar series, which increased agent expertise level and reduced repetitive questions from customers. Improved team morale by 45% based on employee engagement survey results and maintained morale and productivity throughout the Meta acquisition, which took 2 years to complete due to regulatory review.

Led the global Customer Success Organization including client services, account management, technical support functions and product QA. Responsible for providing world class customer experience across 6 products. Worked closely with sales, operations, product, and technology leadership to ensure clients are realizing maximum value from TRG’s solutions. Focused on building and scaling a high-performance global team and implementing tools and processes to drive efficiency and quality. Reported directly to the CEO and CRO. Key Accomplishments: Reduced the Backlog (tickets older than 30 days) by 50% and Duration by 45% by refocusing efforts on reactive first then proactive support. Introduced KPIs for Customer Support and Customer Success and tracked progress to these metrics with notable improvements within the first 6 months. Overall unsolved tickets went down by 6%, Escalations were reduced by 50%, CSAT went up to 98%, client retention was maintained at 98%. Standardized new hire training across products to reduce ramp up time by 75% (from 12 months down to 3). Created a continual client feedback loop via yearly surveys, ticket surveys at closure and user group check-ins so the data could be acted on quickly and incorporated into Client Health Scores consistently. Spearheaded efforts to improve hosted systems monitoring which reduced outages by 80%. Standardized QA testing across 5 products which reduced bugs found after release by 30%. Initiated trend reporting and identified product issues affecting clients; reduced reactive tickets by 35%. Relocated the Minneapolis office to a more central location which improved team morale.

Identified areas of operational improvement and initiated programs that encouraged teamwork and knowledge sharing to achieve increased customer retention, reduced costs, and enhanced profitability. Analyzed global metrics to determine staffing needs. Mentored and coached between 7 direct and 15 indirect reports across 4 locations for the Cash Services and Client Support teams to continually improve performance and increase client satisfaction. Key Accomplishments: In Cash Services, client escalations decreased by 70% for projects and 50% for cases, over a 6-month period. Case effort decreased by 5% and duration by 22%. In Support, developed and implemented a new case management process using Salesforce dashboards, that improved analyst productivity by 45% and reduced client escalations by 14%. Cases were distributed more evenly across the global team, resulting in faster turnaround for clients and a decrease in duration of 41%. Overall client satisfaction increased by 6% while case volume continued to increase by 27%. Reduced ramp up time of new hires by 67%, allowing new members to be productive in 3 months vs. 9. Received buy-in from Sr. Management without a designated budget or funding, to implement a new phone system which reduced complaints about phone availability by more than 60%. Introduced certification for Custom Reporting and Query issues which increased available agents for these issue types by 84% (from 4 to 25) and cleared the backlog of requests back to 2014. Increased operating efficiencies by separating responsibilities so that Cash Services could focus solely on projects while Client Support took on cases. This created a single point of contact for clients, reducing escalations for Cash Services cases by more than 90%, reducing escalations for Cash Services projects by 90% and increased productivity and capacity for the Cash Services team by 40% due to their increased focus on projects.

Created a strategic roadmap and led the dramatic turnaround of Global Investments Research Entitlements Team to successfully ensure clients had access to appropriate content from over 1,200 brokers such as UBS, Credit Suisse, and JP Morgan. Strengthened client, sales team, and broker relationships by becoming investment research entitlements SME, showing genuine interest in improved partnering practices, traveling to meet with clients and teams in person, and repositioning the team to provide a balanced approach to support. Managed 20 direct reports in 6 locations globally. Key Accomplishments: Reduced escalations by 75% and case duration by 50% by implementing a ticketing system that improved accountability and clearly defined processes and procedures, allowing for 98% SLA compliance. Introduced a global training and certification initiative to improve knowledge consistency across regions reducing issue duplication by 50%. Initiated Voice of the Customer program and surveyed S&P Capital IQ clients to understand platform usability and identify areas of improvement.

Collaborated with TheMarkets.com Migration Team to guarantee successful transition of client support from TheMarkets.com Client Support Team to the S&P Capital IQ Client Service Team during acquisition. Retrained team members and modified processes to minimize client impact. Tracked and reported migration progress during weekly meetings.  Key Accomplishments:Provided extensive training on TheMarkets.com platform, managed changes to telephone routing services, and oversaw revisions of TheMarkets.com site.Initiated Voice of the Customer program and surveyed S&P Capital IQ clients to better understand platform usability and identify areas of improvement.Implemented second-level support strategy to field questions that Client Services Team was unable to answer to further ease transition and reduce client impact.

Led the global client support team supporting thousands of clients to achieve 98% customer satisfaction rating. Remained on call 24/7 to resolve escalated issues and make critical decisions regarding platform maintenance mode. Liaised between Sales, Technology, and Product Teams to proactively identify issues and improve turnaround time for our clients. Provided insight regarding call volume, client issues, and outages to upper management via bi-weekly reports. Spearheaded efficiency initiatives and training programs to position department as front line for service requests. Managed five direct reports in the US and UK. Reported to Global Head of Sales. Key Accomplishments: Built the client support team from the ground up, which allowed for greater control of the customer experience and became a product selling feature, leading to the addition of a specialized support concierge line for VIPs. Evaluated multi-million-dollar vendor support contracts and provided recommendations to senior management. Created dashboards and reporting to identify trends and recurring issues, which allowed the team to provide adequate coverage at peak times and decrease turn-around time resulting in greater customer loyalty.

Provided telephone and email support for 30K desktop workstations and 600 servers using Microsoft XP/2000. Interacted with retail clients via phone and email to troubleshoot problems regarding Word, Excel, Publisher, and Access. Adroitly resolved incidents leading to high customer satisfaction ratings. Implemented special projects related to disaster recovery and system checkouts after major upgrades.Key Accomplishments:One of two people company-wide entrusted to handle FC Linx troubleshooting issues requiring excellent communication, interpersonal, and analytical skills due to their complex nature involving hours of research and negotiation with multiple teams and affecting thousands of users.Facilitated cross-functional cooperation between departments, development teams, and vendors and assisted with timeline negotiation.

Provided expert first-level in-person and telephone support to 5K traders and managers. Developed technical solutions to application, workstation, and wireless network issues. Prepared new trading floors for moves ensuring adequate network resources; securing appropriate licenses for Bloomberg, Reuters 3000, Factset, and NASDAQ systems; and documenting multi-level trader platforms to minimize downtime.Key Accomplishments: Helped build 2.5K UNIX workstations and more than 5K Windows 2000 and XP workstations and laptops for disaster recovery projects.Seamlessly relocated senior executives’ workstations and those of more than 210 traders, ensuring proper configuration of peripheral devices and network connectivity.