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Work Background
JETNETDirector of Customer Service
Apr. 2024United States
My Diverse MindIndependent Consultant
Jul. 2023Portland, Oregon Metropolitan AreaEmpowering Neurodiversity in the Workplace | Dynamic Speaking Engagements
MarigoldDirector, Global Technical Support - Campaign Monitor by Marigold
Jan. 2020 - Jan. 2023Portland, Oregon Metropolitan AreaDirected a globally distributed support operation, supporting three regional managers and an extended team of 18 technical support agents and escalation engineers across AMER, APAC, and EMEA. Steered project management efforts, focusing on various initiatives simultaneously to enhance business alignment, employee engagement, and customer experience. Collaborated closely with direct reports and cross-functional leaders to ensure operational smoothness and alignment on key aspects like customer support. Conducted thorough data analysis to monitor performance metrics and operational efficiency. Spearheaded the integration of monitoring systems and communication platforms, such as Slack, to streamline weekend support operations and raise emergency response. Highlights of accomplishments in this role include: • Acted as a member of executive team dedicated to transforming business success, aiming to increased revenue, customer growth, and retention while reducing churn through strategic project development and execution. • Elevated Campaign Monitor's TrustPilot rating from Poor to Excellent within 4 months, leveraging strategic partnerships and targeted customer engagement strategies. • Implemented a sophisticated chatbot (Ada), streamlining customer authentication and reducing ticket resolution time, thereby decreasing incoming cases by over 40%. • Cut initial response time from 6 hours to 2 hours through process improvements and optimization of the tech stack.
Campaign Monitor by MarigoldHead of Global Support
Jan. 2012 - Jan. 2020Administered globally distributed support operations across AMER, APAC, and EMEA, overseeing a dynamic team of nine regional directors in Australia and the UK, along with a North American support team. Orchestrated vendor management initiatives, including the migration of our support ticket system to Salesforce. Partnered with product and engineering teams to use internal tools, optimizing processes for efficiency. Bridged the gap between the support team and engineering, guiding both technical support and a second-level engineering team. Highlights of accomplishments in this role include: • Engineered the establishment of Shift Leads within the team, promoting three members to new roles, and showcasing leadership in talent development and team progression. • Navigated a zero-attrition rate in a period of extensive corporate restructuring and M&A activities, underlining strong leadership skills. • Innovated customer service by launching chatbot Solvvy, resulting in a 20% reduction in incoming cases and enhancing immediate customer support response. • Maintained a high Customer Satisfaction (CSAT) score ranging from 87-100% by delivering exceptional customer service.
Campaign Monitor by MarigoldHead of Support, North America
Jan. 2010 - Jan. 2012Portland, Oregon Metropolitan AreaSupervised the North American support team while ensuring seamless operations and team harmony. Collaborated effectively with the Global Head of Support and regional leaders, focusing on customer experience enhancements. Headed the implementation of innovative software solutions to streamline global support functions. Highlights of accomplishments in this role include: • Boosted customer satisfaction by 8% via strategic collaborations and operational optimizations, while integrating new support software. • Led customer-driven community forums, enhancing user engagement as Head of Global Support. • Boosted customer satisfaction by 8% via strategic collaborations and operational optimizations, while integrating new support software
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