As a customer support director, I spearhead a team of dedicated professionals responsible for delivering prompt issue resolution and exceptional customer service. By fostering close collaboration with the tech team, I bridge the gap between customer needs and technical solutions, expediting issue resolution and enhancing customer satisfaction. To drive continuous improvement, I establish and monitor key performance indicators (KPIs) for both customer support and tech support teams, ensuring alignment with overall customer experience (CX) and company objectives. I actively engage with C-level executives to define strategic goals and present regular reports on support team performance and customer feedback, ensuring that customer needs remain at the forefront of our decision-making processes. To promote cross-functional communication and problem-solving, I implement knowledge-sharing initiatives between customer support and tech support teams. Additionally, I develop and maintain comprehensive training programs for both teams, ensuring that team members are equipped with the necessary skills to provide exceptional service. By implementing support ticketing and CRM systems, I streamline issue tracking and resolution, driving operational efficiency and enhancing customer satisfaction.

Drive customer satisfaction and loyalty by championing customer advocacy initiatives. Lead the team in efficiently resolving client issues and managing escalations when needed. Create listening points throughout the customer journey to gather valuable feedback. Segment the customer base and develop tailored strategies to cater to diverse needs, constantly identifying opportunities for continuous improvement.Support e-commerce business management for both B2B and B2C operations using platforms like Shopify. Leverage CRM tools such as Freshdesk, Intercom, and ZOHO to streamline customer interactions and enhance relationships. Employ the Slack communication platform to efficiently organize, track, and manage workflows, ensuring seamless collaboration within the team.

Led the development and launch of new products, managed cross-functional teams, and implemented operational improvements. Conducted market research, coordinated with suppliers, and oversaw B2B account onboarding and e-commerce management. Enhanced product quality and customer satisfaction through strategic initiatives.

Oversee the customer experience department. Partner with the analytics team to create meaningful actions across the enterprise from the data. Train, observe and coach the customer experience team to achieve results, and participate in the performance management process. Achieve desired KPIs against platform adoption, customer renewal, customer expansion, and advocacy.

I managed the customer service team, providing support for non-emergency medical transportation (NEMT) services, and focused on improving customer satisfaction by refining processes and consistently meeting service level agreements (SLAs). I enhanced first-contact resolution rates by designing targeted training programs for customer service representatives and boosted overall service efficiency. Regular analysis of customer feedback allowed me to identify key areas for improvement, resulting in an increased Net Promoter Score (NPS) and a stronger overall customer experience.

Resolved customer inquiries and provided accurate information following the HIPAA and state guidelines regarding prescriptions and durable medical equipment.

Act as a liaison between customers, insurance, and doctors as a means of obtaining prescriptions, getting insurance approval, and scheduling/ sending approved durable medical equipment to customers. This includes CPAP, breast pumps, and oxygen. Helped facilitate several key medical operations processes to ensure that patients received their durable medical equipment in a timely, efficient manner. I focused on the prior authorization process, and directly communicated with our patients, physicians, and insurance companies.

Responded to customer inquiries through text, email, and phone. Provided product support and services while assisting in the development of Taxbot applications to meet the needs of their customers in a more user-friendly environment.