May 2024 – Present · 1 yr 10 mos

• As the Senior Manager of Product Support at SaaS Labs, I oversee our commitment to providing exceptional customer support and service. My role involves crafting a strategic vision that aligns with our company goals, leading a skilled team towards continuous improvement, and fostering a culture that prioritizes customer needs.
• I focus on enhancing operational efficiency, encouraging cross-departmental collaboration for a unified customer journey, and staying up to date on industry trends to drive innovation in our service delivery. By optimizing processes and leveraging feedback, we aim to maintain high customer satisfaction metrics and ensure SaaS Labs remains a trusted name in the market.

Apr 2022 – Jun 2024 · 2 yrs 2 mos

• Manage a team of 35+ agents divided into three shifts, i.e. Australia, UK, and US
• Creating a robust and repeatable training program for all agents who join the Member Support team in conjunction with the Team Leader, Member Services
• Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
• Devised recommendations to streamline and simplify the customer support system, improving response time by 23% and reducing resolution time by 44% .
• Developing a weekly and monthly reporting cadence with accurate data for team performance, accession funnel analysis, and capacity forecasting
• Liaised with IT department to report technical issues and formulate troubleshooting procedures.
• Maintained consistent communication with the leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.

Oct 2019 – Mar 2022 · 2 yrs 5 mos

• Fixed identified issues to increase productivity and boost workflows.
• Analyzed and tested different builds to identify, trace and help resolve bugs.
• Created and achieved product quality objectives and met product specifications.
• Wrote, edited, and updated project manuals and technical documentation used by quality assurance team.
• Served as department lab quality assurance officer.
• Reviewed project requirements to uncover bugs and vulnerabilities and help maintain project schedule.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
• Eliminated process gaps by implementing new methods of standardized training.

Aug 2018 – Oct 2019 · 1 yr 2 mos

• Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
• Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
• Responded to customer inquiries and queries to provide thorough and speedy resolutions.
• Resolved product issues by clarifying customers' complaints, determining causes of problems and selecting the best solutions.
• Created help guides and articles about the product's features and functionalities.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Exhibited high energy and professionalism when dealing with clients and staff.