Experience
I have accumulated many skills and expertise throughout my career, making me a valuable asset to any organization. My background spans technical support, customer success, knowledge management, and account management, allowing me to approach challenges with a mindful yet strategic mindset. With a proven track record of successfully leading cross-functional teams in global environments and implementing cost-effective outsourced teams, I am confident I can excel in any professional setting.
As a dynamic leader with extensive experience managing and optimizing customer success and support organizations, I have consistently focused on improving customer experiences and achieving business objectives. I am a results-driven and people-focused leader passionate about optimizing the customer experience and driving process improvements.
Director, Customer Success & Customer Support | Mitel
January 2023 - August 2023
As a results-driven Director with extensive customer support and success experience, I have a proven track record of delivering exceptional customer experiences, reducing churn rates, and increasing revenue growth. Leading a team of 100+ people, I exceeded business targets and consistently drove customer satisfaction. My responsibilities included managing a team of 8 direct reports, handling 98% of the account base amounting to $8MM MRR, and ensuring customers received world-class support. I optimized workflows, implemented data-driven decisions, and collaborated cross-functionally to drive customer retention and growth. I designed and operationalized scalable processes, facilitating significant changes in the Customer Success organization.
Senior Manager, Global Customer Success at Scale | Mitel
September 2021 - December 2022
In this role, I leveraged my previous experience to develop a successful and robust at-scale infrastructure for support and customer success teams. I created and implemented a digital/pooled customer success at scale program, managing $10MM monthly recurring revenue. I partnered with executive leadership to identify long-term strategies, developed a customer advocacy team that saved an impressive 86% of at-risk customers, and drove efficiency, quality, and customer satisfaction improvements.
Senior Manager, Global Customer Support | FastSpring
March 2020 - September 2021
As the leader of the customer support organization, I consistently demonstrated effective leadership during the global pandemic. I decreased the average time to resolution by over 50% through process optimization and hiring, implemented a BPO partnership to scale support coverage, and established KPIs and reporting to measure team productivity and enhance resource allocation. I spearheaded projects to upgrade the client/agent Salesforce ticketing/customer experience and revamped self-serve portals to improve customer self-service and decrease response and resolution time. My role also included drafting and implementing processes and guidelines for the Support Team, achieving 100% employee retention.
Head of Global Customer Support | Mitek Systems
October 2018 - February 2020
I led and grew a distributed global team, building a world-class customer support team with 100% employee retention. I executed a strategic vision for improved customer experience and implemented KPIs for the Global Support Team. I also established clear escalation points between Support, Customer Success, Development, Engineering, and Sales teams.
Customer Support Manager | Nintex
July 2017 - October 2018
At Nintex, I built and led a world-class customer support team with 100% employee retention. I established KPIs, maintained a continuous improvement mindset, and communicated regularly to ensure consistency across regions. My responsibilities included creating and publishing Salesforce reporting to measure SLA, CSAT, Issue Resolution Time, and NPS.
Support Manager, Promoted from Support Specialist, Engineer | Tableau Software
February 2013 - July 2017
I rapidly advanced from an initial role as an entry-level Support Specialist to Engineer and subsequently to Support Manager in 2014. Over the years, I played a pivotal role in growing the Support organization from 40 to 400 team members, in line with the company's hypergrowth from less than 1,000 employees to over 4,000, spanning three global offices. This journey involved leading high-volume recruiting campaigns to onboard up to 40 support agents simultaneously, effectively meeting the escalating customer support demands. Notably, I maintained an impressive 100% employee retention rate and established clearly defined career paths for the team, ensuring that every member had opportunities for growth and development within the organization.