Accomplished and results-oriented customer support leader with extensive experience in managing global support operations and overseeing the end-to-end customer service lifecycle. With a strategic mindset and a passion for innovation, I consistently challenge traditional methods to enhance both customer and agent experiences. Leveraging strong analytical skills, I am dedicated to identifying opportunities to streamline processes, improve service quality, and drive operational excellence.
As a servant leader, I focus on cultivating an environment of psychological safety that empowers teams to collaborate seamlessly across departments. My leadership style fosters trust, growth, and continuous improvement, ensuring both customers and support agents are valued and supported at every interaction. I am a "leader who delivers results," focused on driving performance while prioritizing the well-being of both customers and teams.
I have cultivated a strong 'customer-first' culture, consistently driving enhancements in key support metrics over the past five years. Under my leadership, our Support team has maintained an impressive G2 rating of 9.3.
Exceptional support is the cornerstone of our success, as customers choose our product largely for the outstanding support experience we deliver. Other key deliverables are listed below.
Certified Risk Professional (CRiSP)
ISO 9001:2008 QMS Lead Auditor (BSI)
COPC - CSP Certified
Six Sigma Green Belt