Following the successful expansion in the Americas, my role evolved to encompass global responsibilities. Recognizing the potential for similar success in the APAC region, I was entrusted with building a team from scratch, mirroring my accomplishments in the Americas. As the business held strategic partnerships with prominent technology firms such as Magento, Salesforce, and Dynamics, I assumed leadership of the entire 3rd line support team on a global scale. This meant managing teams across three different regions, overseeing both traditional reactive support and the onboarding of new customers leveraging our integrations.In revitalizing and redeveloping the 3rd line team's technical work, I examined and enhanced existing processes, ensuring they were streamlined for global scalability. It was imperative that regions did not operate independently, and I worked to unify and simplify processes to meet this objective.One significant challenge was the absence of a structured training program for the 3rd line team. Recognizing this gap, I embarked on developing a scalable training initiative. This comprehensive program encompassed records, live training sessions, and written processes, all documented in a company wiki that I initiated. This initiative ensured that new employees were equipped with the necessary resources, fostering a more cohesive and efficient global 3rd line support team.While taking on the global role, I maintained oversight of the Americas region, leveraging my expertise to strategically delegate responsibilities to the appointed lead in that region. This dual responsibility allowed me to ensure the continued success of the established team in the Americas while spearheading the expansion and enhancement efforts in the APAC region and the 3rd line team globally.

I played a pivotal role in establishing and leading support operations in a strategic burgeoning territory. Tasked with building a team from the ground up, I began as the sole support representative, balancing traditional support responsibilities with the strategic objective of team expansion.In the initial stages, my responsibilities extended beyond routine support tasks; I spearheaded the recruitment and development of a support team tailored to the unique needs of the product and territory. My dual role involved not only addressing customer inquiries and ensuring product support excellence but also designing and implementing brand-new training programs and initiatives to accommodate rapid scaling.Within the first year, my efforts proved successful, culminating in the growth of the team to four members, including a designated team lead reporting to me. This achievement reflected my commitment to fostering a collaborative and knowledgeable support team while meeting the demands of a growing customer base.I demonstrated adaptability, leadership, and a keen ability to blend hands-on support work with strategic planning, contributing significantly to the overall success of Dotdigital's expansion efforts in the territory.

- Oversees the post-sales execution of key global accounts setup, orientation, software customization and training via face-to-face sessions and written/online video self-paced tutorials; cultivates and nurtures superior client relationships that include travel to domestic and international client sites. - Directs the Client Services organization and multiple other operational functions for a proprietary channel marketing/automation system with an integrated CRM component; interfaces directly with channel clients and partners, consulting organizations, vendors and distributors. - Assists with the construction of the company’s first client “self-help” resource area comprised of step-by-step instructions on how to complete processes within the system; ensures that offerings were updated and reflected current application statuses. - Rebuilds and automates existing incident ticketing system and tailors the customer service infrastructure to prepare for migration to desk.com. - Designs, develops and implements seminars, presentations and curriculum for on/off-site training.

Supervised the customer service call center for tier I/II support; this includes DNS, E-Mail, HTML, ecommerce, E-Mail Marketing, CRM and application trouble shooting. Performed Quality Assurance (QA) for the implementation of new software into the application. Identified and resolved internal and customer E-mail issues. Responsible for orienting and training new employees in all departments.

Provided Tier I/II support by answering customer support calls/chat/E-Mail in a professional manner. Interfaced with the development team to troubleshoot and resolve technical bug issues. Performed QA for the implementation of new software into the application.

- Boosted business opportunities by creating original, modern and competitive proposals; collaborated directly with clients to adapt service offerings to their specific requirements. - Generated new leads and progressed leads derived from marketing activities and cold-calling.