I’m an expert in Customer Support and Operations with over 10 years of experience helping teams run more efficiently while keeping customer experience at the center of everything. I’ve worked in fast-paced, global environments where balancing service quality, team performance, and operational demands is critical. I genuinely enjoy making all those pieces work together.
In my recent roles, I’ve led customer support teams with mixed tenure, focusing on improving core metrics like CSAT, response time, and resolution efficiency. I’m hands-on when it comes to managing escalations—I don’t just delegate issues, I step in, investigate root causes, and make sure we’re not seeing the same problem twice. For me, support is not just about solving tickets, but about building systems that prevent them.
A big part of my work has been around strengthening support operations. I’ve helped streamline workflows, improve ticket handling processes, and introduce simple automations that reduce manual work and burnout. I also put strong emphasis on documentation, whether it’s SOPs, macros, or internal knowledge bases, because I’ve seen how much smoother teams perform when information is clear and accessible.
As a team lead, I focus on coaching and consistency. I regularly conduct performance reviews, provide structured feedback, and work closely with tea-----------mbers to improve both quality and productivity. I value accountability, but I also understand the importance of support and flexibility, especially in high-pressure environments where burnout can easily happen.
I'm experienced with tools like Zendesk, Gleap, Intercom, Slack, Asana, ClickUp, and other PM tools, and I'm comfortable adapting to new systems quickly. I’ve also worked cross-functionally with operations and product teams, helping translate customer feedback into actionable improvements.
Working remotely has been a big part of my career, and I’m confident in managing my time, communicating clearly, and staying aligned with global teams across different time zones.
Overall, I bring a balance of structure and adaptability. I can build processes, lead teams, and still stay close to the day-to-day realities of customer support. I’m looking to continue growing in a role where I can make a meaningful impact on both team performance and customer experience.
