I am a Support Operations Manager and Customer Service Leader with 12+ years of experience leading customer support, sales, and operations teams in remote, hybrid, and on-site environments. I help businesses build structured, scalable support operations that improve customer experience while consistently meeting performance and revenue goals.
I have owned end-to-end support operations, including SLA and KPI management, CSAT, QA, escalations, process improvement, and cross-functional collaboration with Operations, Product, Sales, and Finance teams. I also have strong experience in recruiting, interviewing, onboarding, coaching, and developing high-performing agents and team leads.
My background spans customer service, sales leadership, and technical support, allowing me to bridge customer experience with operational efficiency. I am highly data-driven and use performance metrics and reporting tools to identify gaps, reduce escalations, and continuously improve team productivity and service quality.
I am proficient in Salesforce, Power BI, ClickUp, Front, QuickBooks, Voyager, Ordermax, Guru, Slack, Microsoft Teams, and Google Workspace, and I am comfortable working with AI and automation tools to streamline workflows and improve operations.
If you’re looking for a reliable operations leader who can stabilize support, scale teams, and create clear processes that drive results, I’d be glad to work with you.
