NA
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Free
Price per hour
min
Call duration
Soon.
Next Available day
English, Spanish
Vancouver, Cameroon
Joined December, 2024
0.0
Free
Price per session
30 min
I have been in Support leadership for more than 15 years. In this time I’ve been able to experience many aspects of leading support in organisations of varying sizes. I’ve been lucky to be involved in many aspects of leadership outside of support which makes me a well rounded leader. There isn’t much that surprises me. My experience includes: - Leading 24/7 international teams - Department scaling and process - Metrics development - Incident management - Knowledge management (KCS, Knowledge Centre) - Leading across an organisation - Mentoring and team development - Vendor management and selection - Project planning - Business case development - Budgeting - SOC2 and ISO certification
Integral member of the leadership team, driving the technical and operational framework for SaaS in a B2B environment.
Led initiatives to enhance the customer experience across North America, Europe, and the Asia Pacific regions, establishing a unified support structure for 100+ agents.
Oversaw the revitalization of customer experience, driving service level improvements and aligning technical support to meet business needs.
I led both Contact Center and Engineering teams. In the Contact Center, I pioneered on-line (Chat, Knowledge Management and Social Media) for Support, Sales and Billing.
I have experience leading 24/7 365 international teams
I've built out both process and teams through hiring.
In my career I've managed individual contributors, emerging leaders and leaders.
My primary career has been leading in the Support industry in both B2B and B2C.
I've created and recreated CSAT and CES process/surveys. I've also collaborated to build VoC programs.
Lots of vendor management experience. I've managed internal vendors (Product) and external vendors (Service Providers)
Invafresh manages fresh food, commissary and invetory within in the grocery store segment.
Invafresh, Everbridge and xMatters are all SaaS products.
Varied experience in Telecom including technology and customer service.
Incident Management and Critical communications.
Have led the implementation of Zendesk for multiple teams. I've also built knowledge centres, integrations and overall process development.
I've worked with ServiceCloud as a primary customer support tool.
I've implemented Guru as a Support knowledge aggregator.
Using Confluence as an internal documentation tool along with Jira.
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