Responsible for leading the Tier 2 and Tier 3 Support teams that are focused on internal and external customer escalations as well as building and testing tools, workflows, and processes for new verticals, and revenue streams.• Continuous interdepartmental collaboration with engineering, legal, risk, law enforcement, trust and safety, and knowledge management to address customer escalations• Closed communication loops by introducing Operational Level Agreements for executive escalations by providing root cause analysis to the executive and the customer• Advocated the voice of the customer by driving resolution on bugs and feature requests• Delighted customers by formalizing proper coverage for ticket, phone, chat, and social media channels as well as during meetings, after hours, and holidays• Upheld government sanction compliance for Legal within our Payment Processor Stripe• Established internal Service Level Agreements, such as answering all tickets by EOD that came in before 4pm PT• Increased CSAT from 64% to over 90% by introducing live Zendesk Chat in the payments space• Analyzed Fraud Chargeback trends and reduced payment disputes by 90% via automations• Optimized internal tools to reduce exposure to bad actors to less than 5%• Trimmed Risk queue volume by over 90% by updating workflows and training Tier 1• Launched phone support via Talkdesk for new verticals and revenue streams• Documented FAQs and workflows for new lines of business, such as jobs, business accounts, and auto dealerships for handoff to the 24/7 Tier 1 team• Identified gaps in complex processes and document them with simple, digestible workflows via Confluence, Zendesk Guide (Help Center), Visio, and Lucidchart• Delivered individualized, employee growth plans in direct report's weekly 1:1s that compared their performance vs. the company's competency ladder• Shared the workload, spread the knowledge, and increased role responsibilities via extensive cross training efforts

Responsible for leading multilingual Tier 1 and Tier 2 Support teams for SMBs worldwide for a SaaS CRM, online scheduling, and fintech payments solution for mobile and desktop devices.• Decreased churn from 50% to consistently under 20% by increasing adoption • Minimized our 1st Response Time from over 30 days to an average of 20 min.• Increased our CSAT to consistently over 90% on tickets and over 95% on live chats• Accelerated our average chat response from over 4 days to only 12 seconds • Diminished credit card chargebacks by 50% while increasing dispute victories by enhancing the response process along with fraud and spam detection• Decreased client resolution times in all Support channels by empowering the team and enhancing their troubleshooting skills with advanced tools, such as BrowserStack, SendGrid, VMWare, Nexmo API, Recurly, TSYS, Stripe, PayPal, Postman, and Full Story • Easily transitioned all teams to work remotely and maintain 24/7 coverage via new and existing tools, such as Google Workspace (formerly G Suite), Slack, Zoom, GoToWebinar, Skype, PagerDuty, Intercom, as well as inContact and Aircall IVRs• Overhauled internal and external Knowledge Base (KB) content, including video creation, for process documentation and client enablement via Confluence and Zendesk Help Center• Configured and managed monitoring tools, such Zendesk Explorer, Insights, and Geckoboard• Created and migrated quality assurance, marketing, help center content, fraud detection, credit card chargeback resolution, and development liaison roles to the US office by augmenting existing roles and spotlighting employees’ skills• Encouraged client feedback and provided support via our social media communities• Rewarded team members with a bonus structure for sending leads to Sales and Onboarding for upsell opportunities and to enhance client adoption

Managed a team that provided Technical and Application Support to Behavioral Health providers that were utilizing Valant's SaaS Electronic Health Record (EHR).• Raised the Net Promoter Score (NPS) for Customer Success to 40 within a few months• Sustained a perfect record of surpassing our Renewal Annual Contract Value goal of 100%• Lowered the 1st Response Time from several days to only 6 hrs. for all case types• Dropped the average completion time of enrollment tasks from well over two days to under four hours by moving the duties from Sales to Support without increasing headcount• Reduced the incoming call volume by over 75% by authoring a Knowledge Base (KB) in Atlassian Confluence for the suite of Valant products and initiating client notifications for outages and scheduled maintenance within the EHR itself as well on the KB• Promoted transparency by posting all individual metrics and departmental dashboards on the intranet as well as on monitors in the Support Department and also by migrating all of Support and Implementation documentation to an internal instance of a Confluence KB

Led a team of up to 60 employees. The teams planned, implemented, and supported both a SaaS and client-server Electronic Health Record (EHR) for small and large ambulatory sites in 43 medical disciplines.Internal and External Client Focus:• Consistently exceeded the customer satisfaction, market average for Net Promoter Score (NPS)• Lowered the incoming call volume by 50% by initiating client notifications for outages and scheduled maintenance, building a proactive Server Support team in India, and launching 24/7 Support by building an after-hours and overflow team in India• Introduced Operational Level Agreements (OLA) between Support and Development to provide quicker response times on escalated cases• Produced an Open Case webpage summary to verify that clients’ Service Level Agreements (SLA) were being met by Support• Performed proactive training at User Group and Value Added Reseller (VAR) conferencesProcess Oriented and KPI Driven Results:• Implemented the first North American Corporate Standard of Individual, employee Metrics• Reduced the average wait time from over 5 minutes to under 30 seconds by adding staff after monitoring the call volume and average handle time to determine workload• Organized a Data Handling Process to protect client data that was brought in-house• Established an installation and decommission process of hosted databases for the proper handling of client dataDedication to Company and Employee Growth:• Determined the staff’s individual training needs via an assessment exam, one on one metric reviews, and annual reviews• Drove application scalability testing to determine the product’s roadmap needs• Designed application certification courses for Sales, Support, and the VAR channel