Wrapbook

Sole manager for team of US and Canadian remote full time support analysts

- Evolved Zendesk instance to effectively collect valuable voice of the customer data, providing Product with data for analysis and decision-making purposes for the roadmap

- Maintained healthy progress towards and reported on OKRs, KPIs and SLAs

- Interviewed and hired new analysts to scale team to full operational support coverage

- Developed onboarding strategy for new hires to get them acclimated with the platform and working with clients quickly

- Learned and used proprietary backend admin tools to help solve tickets and escalations

Manager of Customer Support

Emburse

-Manage and mentor a team of specialized support engineers

-Recruit, hire and develop support engineers to create a 24/7 international presence

-Manage and develop the Support Triage Team which filters all incoming requests into their proper channels and ensures that Support Engineers have what they need to be productive working cases

-Develop cross-team relationships with Product, Engineering, Configuration, Ops, and Services

-Hands-on involvement of daily support engineering operations, including the management and prioritization of cases, incidents, and outages

-Communicate with clients on escalations, building and fostering client relationships

-Maintain an end-to-end understanding of the product infrastructure and support tools used

-Create reporting to optimize work for the support team and track team KPI’s

Manager of Technical Support | Web Services | Mobile | Transactions | Triage

-Collaborate alongside Client Services, Product, and Technology to ensure all internal and client needs are handled with white glove service.

-Partner with Product Management to align Support staff with each pillar of the product, attending grooming, analyzing demo’s to upkeep the knowledge base, and coordinating with scrum teams to troubleshoot specific Tier 3 issues

-Coordinate with Product and Technology to develop internal administrative tools for the proprietary platform, evolving customer-facing versions of our tools for scale.

-Evolve TMBC's customer support solutions to scale to a growing list of enterprise clients, each with their own customized SLA's and support models.

-Hire, lead, train and develop the Product Support team to become empowered and engaged future leaders in the organization.

-Build and automate KPI dashboards which measure support resources and platform usage and friction points.

-Strategize and implement end-to-end customer support processes for the knowledge base, Help Center, and case management solutions.

Senior Manager of Product Support

Cineverse

-Designed, built, and maintained entire customer support infrastructure from the ground up for Cinedigm's full service OTT channels Dove and CONtv, which encompassed over 2 million app downloads and 450,000 registered users across all supported platforms.

-Transformeded our customer support into consistent white glove service for our paid subscription base.

-Hired and trained Customer Support team to deliver excellent white glove service in line with our channel's brands. Also trained team on billing systems, subscription  management system, KPI reporting and QA protocols.

-Integrated voice support into support infrastructure which allowed the department to accurately track and efficiently resolve all customer phone support.

-Scaled Zendesk Help Centers and ticketing flows utilizing HTML, CSS, and JavaScript.

-Collaborated with development, social, marketing and operations to establish best practices and systems for customer support.  

-Maintained robust understanding of product backend, frontend experience and brand positioning to effectively serve as external facing brand and service ambassador to all OTT channels. 
 
-Tracked customers and churn to support, retain, and convert free users to paid accounts. 

-Built and maintained data tracking dashboards for support operations and ran data analysis on customer churn for regular KPI reporting team-wide.  

-Synthesized voice of the customer to provide insights to executive management and product team, influencing company stakeholders to ensure product features aligned with customer gains. 

-Provided timely, clear service updates and relevant CX documentation and messaging across all brand portals.

-Collaborated with development, operations, and product to ensure that critical product features were communicated to customers.

-Collaborated and supervised the QA team across Android, iOS, Amazon, web and Roku platforms on all networks.

Customer Experience Manager

-Managed the Los Angeles desktop support intern team

-Managed all new employees from a software and hardware perspective - imaging machines and installing customized software solutions for each particular position.

-Managed Kaseya ticketing support system for IT department.

-Deployed and trained Los Angeles offices on OneDrive and SharePoint solutions.
Administered desktop support for onsite and remote employees.

-Administered Active Directory for user accounts and Exchange mailbox management.

-Worked and maintained relationships with software and hardware licensing providers, and managed hardware and software orders for the support team.

IT Support Administrator

Michelson Found Animals Foundation, Inc.

-Supervised the internal operations of headquarters, purchased, managed, and deployed technology for headquarters and satellite stores.  

-Managed Volume Licensing for Microsoft and Adobe inventories.  

-Responsible for tech peripherals and mobile devices, as well as PBX phone system.  

-Managed security solutions for the Cloud environment including Spanning and Webroot, and also maintained Google Apps network infrastructure.

Office Manager and IT Support Administrator

As an experienced SaaS Support Professional, I enjoy collaborating closely with stakeholders, shaping requirements for Business Intelligence dashboards and reporting. With hands-on expertise, I contribute to building these tools and play a key role in implementing "self-service" and automated BI reporting solutions for companies. Ultimately, I translate and communicate the Voice of the Customer in both hands-on and strategic roles.

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