I am a results-driven Director of Customer Success with over 12 years of experience in Customer Success Management, Technical Support, and Process Improvement. At Vision2 Systems, I lead initiatives that significantly improved the Support monthly CSAT from under 70% to 98% within 60 days and maintained a score of 96% or higher for 22 out of 24 months. My efforts in optimizing system processes reduced the average time-to-go-live by two weeks, and I streamlined ticket escalation protocols, reducing response times dramatically.Previously, at Ministry Brands (FellowshipOne), I elevated service level satisfaction from 82% to 95%, while reducing functional headcount by over 25%. As a key player in business unit metrics and a SaaS enterprise product expert, I consistently achieved high customer satisfaction rates. My tenure at Active Network LLC saw me successfully launch a support team in China, increase call capacity, and improve individual agent accountability through innovative dashboards. I also launched a new self-help site that boosted page views to over 100K per month, providing invaluable support resources to customers.I am a strong communicator and collaborator, leading diverse teams to deliver quantifiable business value. My strategic and innovative approach ensures customer satisfaction, operational efficiency, and sustained business growth. Let's connect to discuss how I can bring this expertise to drive success in your organization.