Resilient Coach & Catalyst | Customer Support Training & Process Optimization Leader | 10+ Years Technical Support | Saas Support Specialist | Service Now incident and Escalations Management | Frame Solutions

Dedicated Customer Support Consultant with over 10 years of experience in technical support and customer service. Currently managing customer support operations at Thesis SM with previous roles at Focus Services and TTEC.

Expert in first-line technical support, incident triage, ServiceNow ticket incident and escalation management, troubleshooting and delivering exceptional service in SaaS and EdTech environments. Strong background in CRM systems, quality assurance, team coaching, training, and process optimization. Proficient in Google Workspace and Microsoft Office Suite with basic familiarity in Microsoft Azure. Known for a collaborative approach, unwavering integrity, strong grit, attention to quality, transparency and a genuine passion for empowering teams to achieve outstanding customer outcomes.