With over 11 years in SaaS technical support, I am a Senior Manager skilled in team management, incident management, relationship management, change enablement, and service level management. I focus on optimizing support operations and building high-performing teams to deliver exceptional customer experiences.With a strong foundation in Six Sigma Black Belt and ITIL 4, I focus on continuous improvement, streamlining processes, and driving efficiency while keeping customer satisfaction at the forefront. I thrive in environments that demand quick decision-making, strategic thinking, and an ability to turn challenges into opportunities.