I am a Customer Support Operations Leader with 9+ years of experience in SaaS and telecommunications, specializing in team performance, customer satisfaction, and operational efficiency.
I most recently led a SaaS support team focused on exceeding CSAT and operational KPIs. I am now available for a full-time remote leadership opportunity where I can help scale support operations and drive measurable results.
Key strengths include:
• Driving CSAT improvements through coaching and QA alignment
• Reducing resolution times through workflow and SOP optimization
• Conducting root cause analysis to eliminate recurring issues
• Leading cross-functional initiatives with Product and Engineering
• Building performance trackers and data-driven action plans
I have successfully led teams handling phone, chat, and email support, managed escalations, implemented process improvements, and mentored tea-----------mbers into leadership and SME roles.
I am seeking a long-term, full-time remote opportunity where I can help scale support operations, improve customer experience, and build high-performing teams.
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