Nancy Walters Email & Phone Number

Newport, Ri, Us

I provide strategic guidance and tactical execution to improve post-sales functions for early-stage start-ups.

Cambridge, Ma, Us

As VP of Customer Operations at The Wanderlust Group (Dockwa), I optimized service delivery by strategically scaling support and operations across the SaaS marina and boating industry. I led a diverse team of 10, including the Senior Support Manager, Senior Salesforce Developer, and Data Pipeline Manager, to enhance service functions for both B2B and B2C segments. I implemented innovative processes for customer support aimed at expanding regional services and improving customer satisfaction. Additionally, I spearheaded the migration of CRM systems for the customer support team, transitioning from Zendesk to Salesforce Service Cloud, while serving as the interim leader for business operations in 2022-2023. I also developed infrastructure to support a POS hardware offering, driving increased GPV from product usage and streamlining transaction processing for marina and boating customers.

Ramat Gan, Il

As Director of the Americas, I established and expanded customer experience operations across the Americas, ensuring the seamless delivery of world-class service for a technology firm with over 7 million active users. I fostered a culture of improvement and empowerment among a team of four team leads and 15 Tier 2 agents across Jamaica, Mexico, Colombia, Brazil, Nicaragua, and Argentina. I facilitated cross-regional coordination and aligned efforts with global teams to enhance service delivery and customer satisfaction. Additionally, I effectively overcame language barriers to maintain high standards of communication and advocacy for both customers and employees.

Boston, Massachusetts, Us

Ensured that the BevSpot customers and internal teams had the tools & support they needed to succeed. Was Head of customer support, systems administration, collections, and subscription management.

Boston, Massachusetts, Us

I led customer support and operations teams, fostering a culture of excellence in a dynamic startup environment. By implementing cost-saving measures, I successfully outsourced data entry services, which streamlined processes. I oversaw a team of six product support specialists and a juniorimplementation manager, collaborating closely with people operations to cultivate a positive company culture and enhance our brand presence.

Cambridge, Massachusetts, Us

During my time in support management at HubSpot, I supervised a team of over 20 frontline support engineers, including reps, leads, and remote overnight reports, to ensure exceptional service delivery and customer satisfaction. I spearheaded project management initiatives within the support leadership team, driving operational excellence. I introduced a customer persona-based frontline support framework and a team lead program for quality assurance, along with a complete overhaul of the onboarding process. Over four years, I conducted more than 1,000 interviews to recruit top-tier talent for support engineer roles. I administered a comprehensivestaffing schedule for our global support team of over 110 members, which included vendor analysis and contract negotiations for our workforce management system, Teleopti. Additionally, I offered mentorship to six less-tenured support managers and team members.

Cambridge, Massachusetts, Us

Cambridge, Massachusetts, Us

Boston, Ma, Us

Boston, Ma, Us

Hartford, Ct, Us

New York, Ny, Us

Middletown, Rhode Island, Us

Ba, Economics

Diploma