Operations and client support professional with 15+ years of experience in financial services and SaaS environments. I spent a decade at S&P Global managing client support operations for SNL Banker — a banking intelligence platform used by 80+ community banks with over $100B in combined portfolios — where I progressed from analyst to assistant manager.
I specialize in building and running support systems that consistently deliver results: 84–89% client satisfaction, 90% SLA compliance, and a 20% improvement in SLA performance through process redesign. I'm experienced in Zendesk, HubSpot, and Salesforce, and comfortable leading teams, managing escalations, and reporting directly to senior leadership.
Currently open to remote roles in operations management, client success, support leadership, or business analytics — where execution, accountability, and client relationships matter.
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