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Work Background
Cloudli CommunicationsDirector of Technical Support
Jan. 2023 - Mar. 2024As the Director of Technical Support at Cloudli Communications, I spearheaded transformative initiatives to elevate the efficiency and effectiveness of the support operations. Building upon my extensive experience in support management, I engineered strategic solutions to enhance customer satisfaction and streamline processes. One of my primary achievements was the implementation of an advanced SLA monitoring system within Zendesk, revolutionizing our ability to track and meet service level agreements. This system not only improved our adherence to customer expectations but also facilitated a more transparent and accountable support environment. Recognizing the importance of proactive diagnostics, I introduced a novel diagnostic method aimed at refining troubleshooting processes and enhancing customer updates. This innovative approach not only expedited issue resolution but also empowered our support teams to provide more informed and personalized assistance. Furthermore, I led the consolidation of three separate support teams, comprising over 20 staff members, into a unified, multi-tiered unit. Through meticulous planning and execution, I fostered collaboration and synergy among team members, resulting in improved overall performance and cohesion. In pursuit of continuous improvement, I implemented Gamification strategies to incentivize and motivate support teams, resulting in a significant uplift in CSAT scores. Additionally, I designed and implemented a customer portal to enhance ticket visibility and offer self-help options, further enhancing the customer support experience. My tenure at Cloudli Communications was characterized by a relentless commitment to excellence and a proactive approach to addressing customer needs. Through strategic leadership and innovative solutions, I played a pivotal role in driving the support operations to new heights of efficiency, effectiveness, and customer satisfaction.
AvayaHead of Global Support Operations
Apr. 2015 - Dec. 2022Richmond HillDuring my tenure as the Head of Global Support Operations at Avaya, I undertook a leadership role in directing support teams across various product lines, including Avaya Cloud, CPaaS, Enterprise UC, and Avaya Mobile Experience. With a focus on delivering exceptional customer service and technical expertise, I played a pivotal role in shaping the support landscape within the organization. As a direct link between customers and internal stakeholders, I took ownership of all customer escalations, ensuring timely resolution and proactive communication. This role required a deep understanding of customer pain points and a strategic approach to problem-solving, ultimately enhancing customer satisfaction and retention. Managing a diverse portfolio of support teams with global distribution, I implemented robust support flows and processes that were instrumental in maintaining high levels of customer satisfaction. Additionally, serving as a 24/7 escalation point for support activities, I provided strategic guidance and support to ensure seamless operations across all regions and time zones. Furthermore, I assumed the role of administrator for Salesforce and Webex, leveraging these platforms to streamline support operations and improve data visibility and reporting. This involved implementing best practices and optimizing system configurations to enhance efficiency and effectiveness. My tenure at Avaya was marked by a relentless pursuit of excellence and a commitment to driving positive outcomes for both customers and the organization. Through strategic leadership, innovative initiatives, and a customer-centric approach, I played a pivotal role in elevating the support operations to new heights of success and impact.
Esna TechnologiesHead Of Technical Support
Apr. 1999 - Jun. 2015I successfully created a multi-tiered support program, overseeing a team of up to 12 agents. This initiative aimed to streamline support processes and enhance efficiency in addressing customer needs. Furthermore, I designed and implemented a CRM project, utilizing Salesforce to optimize workflows and improve client interactions. This project involved thorough planning and execution to ensure seamless integration and maximum benefit for the organization. During my tenure, I held responsibilities for all aspects of team management, including hiring and budgeting. This encompassed identifying and recruiting top talent while effectively allocating resources to meet operational requirements. Additionally, I managed 24/7 on-call rotations for multiple teams, ensuring continuous support availability and prompt resolution of issues even during off-hours. Moreover, I played a key role in assisting in the creation of a Customer Success team, collaborating to integrate with Gainsight for enhanced customer engagement and retention strategies. Lastly, I spearheaded the creation of a white glove professional services team, focused on delivering personalized and premium support experiences to our most valued clients. This involved developing specialized services tailored to meet their unique needs, ultimately driving satisfaction and loyalty.
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