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Work Background
AgiloftNamed Support Manager
Feb. 2025
One Legal | An InfoTrack CompanyDirector, Customer Support
May. 2023 - Dec. 2024United States• Streamlined data collection processes, implemented quality checks, and increased performance standards by 15% to enhance data accuracy by 30%, resulting in improved CSAT scores and reduced support headcount.
• Collaborated with cross-functional teams to integrate new policies and procedures, fostering a cohesive support framework.
• Restructured workflow, leading to a 25% increase in team efficiency and a 40% improvement in customer satisfaction ratings over 6 months.
LiteraProduct Support Manager
Apr. 2021 - May. 2023Remote• Implemented new processes and procedures to optimize customer support experience at Litera Microsystems.
• Streamlined operations resulting in reduced customer escalations and improved client satisfaction.
• Collaborated with cross-functional teams to enhance product support services and drive customer success.
DocsCorpGlobal Product Support Manager
Nov. 2009 - Apr. 2021United States• Collaborated with cross-functional teams to enhance customer experience for 500,000 users worldwide.
• Implemented strategies to streamline product support processes and increase customer satisfaction.
• Led initiatives to improve product knowledge and training for support staff.
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