I had the opportunity to work Nikki from 2020 to 2023, developing processes and KPIs for a SaaS support team. Nikki was an excellent colleague, hard working and great to collaborate on projects with.
Trust Score
Exceptionally trusted; proven professional excellence.
Miami, Florida, United StatesAs a results-driven customer support leader, I specialize in building and scaling teams, streamlining processes, and driving customer satisfaction. I created and scaled the customer support department, growing a remote team while increasing customer satisfaction scores by 14.9% within 90 days. I manage teams by providing guidance, training, and performance evaluations to ensure top-tier servi...
Feb. 2021 - Jan. 2024
Renaissance LearningTraining & Quality Assurance Manager - Customer Support (Promoted)
As the Training & Quality Assurance Manager at Renaissance Learning (formerly Illuminate Education), I focused on improving customer support processes and operational efficiency. I established the Quality Assurance department from the ground up, creating policies for phone interactions, email handling, and internal collaboration to ensure consistent and high-quality service. I conducted regul...