I am a customer success leader who directs teams to develop, implement, and manage customer support processes and solutions. With depth and breadth of experience in tech and business, particularly SaaS businesses, I develop roadmaps, strategies, and platforms to take customer success operations into the future. Throughout my career, I have measurably improved business outcomes for startup companies. My initiatives accelerate productivity, reduce costs, and maximize UX. Moreover, I excel at establishing the scalable systems and processes that companies need to expand quickly. Highlights of my career include: - Lowered the number of support tickets by 14% at XY Labs through KPIs, SLAs, and training materials.- Decreased live chat interactions at Justuno by nearly 50% by developing an automated chat system.- Drove productivity and satisfaction by leading a 6-week transformation of Justuno’s support organization.The key to my success is empowering customers and teams through automation. From the initial email contact to offboarding and final issue resolution, I provide simple technology solutions that impact performance. This builds representative and sales capabilities throughout the company (which translates to profits). To add a high-impact customer experience leader to your network, please reach out.Core Competencies: Customer Success | Project Management | Customer Success Operations | Customer Service | SaaS | Data Analysis | Change Management | Program Management | CRM / CRS | Ticketing | Automation | Technical Support | SLAs | SOPs | Email Marketing | Knowledgebase Management | Compliance | Data Analytics | Customer Retention | Cross-Functional Teams | Continuous Improvement | Team Building | Coaching | Mentorship | Strategic Planning | Team LeadershipTechnical Skills: Zapier, Drip, ShipStation, Trello, Slack, Monday.com, Zendesk, Jira, Airtable, Google Sheets, Miro, Hotjar, ClickUp, HubSpot, Excel, Trello, Confluence, Canva, Tymeshift, Notion, Healthie, Klaviyo, Textline, Shipbob