Jan 2017 – Oct 2021 · 4 yrs 9 mos · Austin, Texas Area

• Manage a budget of $1.5 million and 30 support staff servicing over 8,000 nonprofits and charity organizations.
• Guide 3 managers in fast-paced support centers for 4 different products.
• Lead departmental integration on acquisitions of 4 different companies across multiple geographic locations across the U.S. including the integration of SaaS single-tenant and multi-tenant offering and the integration of 3 separate mobile bidding and online fundraising software companies.
• Expanding support operations to the overseas office to provide 24/7 support.
• Lead and facilitate a ransomware attack incident process during the pandemic and restore over 250 single-tenant customers by coordinating activities for service restoration with cross-functional team leaders.
• Develop managers by coaching their 'did wells' and 'next times', empowering their capabilities, and inspiring their potential for higher performances.
• Exceed departmental key performance targets: 90% on Customer Effort Score, below 8 minutes in Average Time in Queues, 85% on First Day Resolution Rate, and below 5 Backlog cases per agent.
• Maintain a 93% YOY customer retention rate for Support Services.
• Improve Net Promoter Score by 20% from creating and executing strategic action items across functional departments including Sales, Product, Engineering, Services, Training, and Executive teams.
• Build a streamlined transition process from implementation to customer support and transition 120 new customers per year.
• Leading Scaled Agile Framework (SAFe) throughout product development Program Increment planning.
• Spearhead online community and knowledgebase migration project with over 18,000 subscribers and 6,000 articles.
• Oversee and ensure successful CRM and phone system migration including from SAP to NetSuite and from Cisco to XO Communications/LiveOps to Vonage for Business.
• Present sessions at annual user conferences to engage over 200 attendees in learning, sharing, and collaboration.

Aug 2013 – Jan 2017 · 3 yrs 5 mos · Austin, Texas Area

Aug 2010 – Aug 2013 · 3 yrs · Austin, Texas Area

• Managed 17 support analysts and 1 supervisor in a fast-paced contact center for 6 different products.
• Developed individuals by setting clear goals/expectations, engaging their passion, and creating cadence to maintain success.
• Accountable for team key performance metrics: Customer Satisfaction, Calls Answered within 3 min, Average Handle Time, and First Call Resolution Rate.
• Heavily involved with migration from Aspect to Cisco phone.
• Oversaw CRM system migration from Vantive to SAP.
• Implemented Knowledge Centered Support (KCS) to improve knowledge mgmt.
• Evaluated the quality of customer interactions by completing call monitoring.
• Recruit top industry talents.
• Hired 8 contractors within 2 business weeks for peak season coverage.
• Conducted weekly team meetings to close any communicate gaps within teams.

Jun 2002 – Aug 2010 · 8 yrs 2 mos · Austin, Texas Area

• Managed 8 support analysts in a fast-paced contact center for 4 different products Worked with analysts and development to resolve complex product issues.
• Reviewed and qualified SQL scripts for database repair issues.
• Conducted weekly team meetings to close any communicate gap within team.
• Maintained monthly 1-on-1 meetings with direct reports to review objectives and performance metrics, coached them, and helped to build their success.
• Delegated internal resources to create and deliver 12 training courses within 1 year.
• Acting Product Manager for a period of 6 business weeks.
• Collaborated with program manager, software designers, programmers, and QA personnel to deliver high quality of product on time.
• Managed up to 30 new knowledge base articles per month.
• Heavily involved with technology initiative for Sage Hosting solution.
• Implemented the first ever premium Support offering in 1 month.
• Implemented Citrix GoToAssist.
• Achieved the Support Center Practices (SCP) Certification, a 2-day on-site audit process.
• Participated in the interview process of prospective new hires.