Lead and scaled a team of 6 to 16 remote direct reports that aim to provide the best client experience.Oversee day to day operations and ensure adherence to SLA’s (Service Level Agreements) – consists of calls, emails, chats, and case updates.Data driven analytical mindset to create and evaluate team and department metrics to determine department needs. Reduced backlog by 73%Collaborate with international (UK and Germany) and development teams to communicate customer feedback and… Show more Lead and scaled a team of 6 to 16 remote direct reports that aim to provide the best client experience.Oversee day to day operations and ensure adherence to SLA’s (Service Level Agreements) – consists of calls, emails, chats, and case updates.Data driven analytical mindset to create and evaluate team and department metrics to determine department needs. Reduced backlog by 73%Collaborate with international (UK and Germany) and development teams to communicate customer feedback and drive product improvements to improve customer satisfaction. This is monitored through CSAT (Customer Satisfaction Scores)Implemented CSAT resulting in a 13% increase in customer satisfaction within the last 6 months.Share Technical Support departmental data with other departments by collaborating cross functionally with Support, Products, Sales, and Engineering teams, providing teams knowledge of how customers use our products and where we are seeing the most defects.Developed and implemented training programs to enhance the skills and knowledge of support staff and improve individual performance.Created a mentoring program with T2 to facilitate interdepartmental collaboration.Create and analyze data to measure and compare performance of individual, teams, and department to help drive decisions on training, scheduling, and staffing.Established a process and policy to have remote sharing with internal and external stakeholders.Ensure that all customers cases are responded to within the SLA in a professional manner and implement accountability for the team by Key Performance Indicators (KPI)Worked closely with the CDC in the creation and implementation of a new nationally required reporting system to provide COVID-19 statistics to the CDC and government.This required a separate ticketing system, phone line, dedicated support team, and data points.All this was put together in less than 2 weeks. Show less

Designed, built, implemented, and scaled a Global Technical Support Department that grew from a support team of 1 to leading multi-employee, 2 country, 4 facility department.Implemented a new IVR system.Monitored the budget for the department.Overseed day-to-day operations and ensured adherence to SLA’s (Service Level Agreements)Implemented after hours call center.Created a new product: Premium Support Offering, which made the technical support department profitable within… Show more Designed, built, implemented, and scaled a Global Technical Support Department that grew from a support team of 1 to leading multi-employee, 2 country, 4 facility department.Implemented a new IVR system.Monitored the budget for the department.Overseed day-to-day operations and ensured adherence to SLA’s (Service Level Agreements)Implemented after hours call center.Created a new product: Premium Support Offering, which made the technical support department profitable within the first year.Provided technological customer support leadership to major projects and managed a customer support team with members of various levels of knowledge and expertise.Created Self Service ticket system that enabled customers to create, view, and update cases.Shared Technical Support departmental data with other departments collaborating cross functionally with Support, Product, Sales, and Engineering teams to provide teams’ knowledge of how customers use the products and its weaknesses.Created Self-Service knowledge based used for internal triage and training.Helped to implement customer forum platform used for customers to share used cases.Involved with RFP process.Worked closely with Gio-Live Hands Offs to ensure proper training.Lead team to optimize customer satisfaction by creating and reviewing metrics, performance monitoring, and designing and analyzing workflow patterns.Mentored and motivated individuals towards mission and goal achievement using negotiation and teamwork, collaboration across teams, and skills development.Developed and implemented new processes to enhance efficiency and promoted interdepartmental relations and data sharing increasing productivity by 48% without increasing personnel. Show less

Responsible for the creation, growth and development of a 24x7 Global Customer Support Team and call center with various branches and tiers (Premium Support, Analysts and Senior Analysts).· Solved multiple business needs by facilitating streamlined solutions like the creation of a Self-Service ticketing portal via Salesforce for client use, complete with automated workflows to platforms such as JIRA / Zendesk / Service Desk and internal/external email notifications.· Increased client… Show more Responsible for the creation, growth and development of a 24x7 Global Customer Support Team and call center with various branches and tiers (Premium Support, Analysts and Senior Analysts).· Solved multiple business needs by facilitating streamlined solutions like the creation of a Self-Service ticketing portal via Salesforce for client use, complete with automated workflows to platforms such as JIRA / Zendesk / Service Desk and internal/external email notifications.· Increased client satisfaction by creating and distributing monthly metrics, analytics and trending to internal executives as well as clients.· Devised and implemented standard training procedures and individual case monitoring across the teams to ensure quality service, as well as a client satisfaction survey to assess key performance indicators.· Participated as a key stakeholder in several internal teams that were tasked to decision priority issues, cases and initiatives.· Consistently participated in the Opus Gives Back charity initiatives on a yearly basis, including the 2018 March of Dimes, which chose my family to represent them as the (not sure here - were you the South-Western, PA family?) of the year. Show less

Consulted clients on ways to improve their business needs and make suggestions on best locations to store their products to optimize the performance and cost of inventory.