I’m a focused professional with 16+ years of diverse technical support and program management achievements, including multiple promotions with Netflix. I thrive in high-stress workplaces while understanding and delivering on customer needs, maintaining strict attention to detail. I also build lasting relationships and maintain clear communication. Using out-of-the-box thinking, I offer unique solutions to enhance the customer experience and exceed expectations.Key areas of specialization:Escalation & Resolution Data Collection & AnalysisProject ManagementComplex Problem-SolvingProduct/Service ReliabilityLeadership & CollaborationCommunication/ReportingOrganization & PlanningAttention to DetailSaaS IntegrationsSelected highlights from my career:✦ Drove the swift resolution of customer-facing issues at Netflix from direct contacts or 230+ billing partners, using practices that are now a gold standard.✦ Designated as the point of contact between cross-functional teams, fostering collaboration in a deadline-focused workplace.✦ Produced a Zendesk instance and rerouted all emails for more reliable metric tracking, increasing the flexibility of short- and long-term decision-making. In my free time, I enjoy traveling, learning about cultures, trying new foods, and learning how to say common phrases in different languages. I look forward to meeting you! You can reach me at roberthadley02@gmail.com.