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Global Technical Support Executive with over 15 years of experience leading major product development initiatives, generating significant revenue growth, and enhancing customer satisfaction.
How I Drive Customer Success:
• Achieved increased customer satisfaction by implementing a new tier-less support model and executing multiple customer success initiatives.
• Maintain a 90%+ CSAT among customers by unifying the customer experience, leading the product development team to combine disparate systems into a singular ecosystem.
• Engaged directly with C-Suite to address product issues and make action plans.
My Revenue-Boosting Innovations:
• Added $4M in revenue as Product Developer of the Signature Services Team.
• Maximized revenue as product leader for global strategy based on data-driven solutions.
• Slashed overhead expenses by 70% by increasing internal operational efficiencies.
Spearheading Global Support Teams:
• Oversaw a global cohort of ~400 reports while overseeing technical support, providing strategic CRM product development and leadership within this $1B+/year organization.
• Introduced Generative AI into the support organization for internal self-service, increasing operations efficiencies and reducing time to resolution.
• Empowered the Global Field Operations and Support Teams by implementing remote services and support during COVID-19, maintaining customer satisfaction.
• Enhanced product reliability and enhancement by providing hardware-based product feedback to the Quality Assurance and Engineering teams.
Key Implementations:
• Implementation of Salesforce Service Cloud, Service Cloud Voice (Amazon Connect), Slack and Slack AI
• Implementation of PandaDoc for e-sign contracts