Utilized in-depth Zendesk expertise to make data-driven decisions. Maintained consistent collaboration with other senior managers across business to improve customer journey and processes. • Directed and mentored cross-functional team of 35 level 1 and 2 agents including 5 team managers and their respective teams spread across the US and Canada. • Managed team integrations from 3 acquisitions (2015, 2017, 2020) bringing 5 companies under one roof. • Handled 10K cases per month on average in omni-channel environment (phone, email, live chat). • Oversaw all aspects related to support team staffing, hiring, firing, and performance improvement plans. • Developed training plans for onboarding new agents and continuing education, and career paths for team retention. • Provided top-notch customer service resulting in achieving customer satisfaction goal of 98% or higher. • Accelerated overall operational efficiency by developing company-wide analytics tools to address client-specific metrics (Zendesk Explore).

Provided insightful direction and guidance to level 2 teams ensuring service excellence. • Collaborated with Sales, Onboarding, Product, and Engineering teams on bug and new feature prioritization. • As a subject matter expert, provided continuing education to level 1 and 2 teams. • Created dashboards to monitor case life cycle including response, resolution, and satisfaction times (Zendesk Explore).