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.