Aug 2023 – Mar 2025 · 1 yr 7 mos

• Oversaw the entire lifecycle of customer support tools, from scoping new applications to implementation, launch, and iterative improvements, ensuring tools are optimized for maximum impact.
• Directed customer support operations at Remote, delivering exceptional service across multiple channels, resulting in a 15% increase in customer satisfaction through strategic improvements.
• Spearheaded the synchronization of the company’s support intake processes, including the customer support journey, product feedback intake, knowledge capture, support channels, and global escalation procedures.
• Pioneered the deployment of AI solutions to automatically sort inquiries, accurately resolve potential issues, and introduced an AI assistant to augment our support team's capabilities.
• Forged cross-functional partnerships to design and implement customer experience strategies, significantly enhancing service quality and operational efficiency.
• Fostered a culture of continuous learning by creating foundations that ensure teams learn as they go, promoting adaptability and ongoing professional development.
• Supervised and developed a high-performing team of advocates through comprehensive development programs, ensuring rigorous adherence to company policies and alignment with organizational goals.
• Led the automation of G2 and Trustpilot reviews, solidifying our position as market leaders and driving brand recognition.
• Optimized team performance by administering all Customer Support tools, which maximized utilization and reduced operational inefficiencies through refined workflows.
• Ensured effective cross-functional collaboration by funneling relevant feedback to the appropriate teams, thereby maintaining operational coherence and efficiency.

Jan 2022 – Mar 2025 · 3 yrs 2 mos

• Remote empowers companies of all sizes to pay and manage full-time and contract workers around the world. We take care of international payroll, benefits, taxes, stock options, and compliance in dozens of countries. Our people are on the ground on every continent, building culturally aware employment packages that help you build trust with your global team. Our ironclad intellectual property protections and industry-leading security guarantee give you peace of mind across the globe. Best of all, Remote never charges percentages or fees: one low flat rate helps you control your budget so you can focus on growing your business.

Nov 2020 – Jan 2022 · 1 yr 2 mos

• As a manager at Zendesk, I manage a group of customer advocates catering to our SAAS customers, both SMB and Enterprise, and ensure that our customers receive the best and quality customer service. At the same time, ensure the wellness and development of our advocates.
• Contributed to the transition of the company's communication channel from a multi-channel approach to a messaging one. As part of the Change Committee, I contributed to strategic decisions at making our workflows better and efficient.
• Partner with our Training and Quality team to fine-tune strategies in upskilling our advocates. Calibrate and make sure that our standards are met in terms of customer interactions.
• Work with Employee Relations and HR on employee wellness and at the same time consequence management.
• Manage attendance and payroll for advocates reporting under me.
• Worked with our workforce team in scheduling and staffing. Ensuring that we are staff properly at the right time.
• I partner with other teams both within advocacy and other internal to help improve the processes that in turn help ensure we provide the best product and the best service for our customers.
• Partner with our Self Service team ensuring that we help enable customers to self serve and get all our advocates to be part of our knowledge-sharing initiatives.

Jul 2016 – Nov 2020 · 4 yrs 4 mos

• Answer customer (B2B) inquiries through different channels (Chat, Phone, Social, and Emails).
• Part of different special projects within the Zendesk Advocacy.
• Knowledge Champion in the advocacy team - as part of the knowledge champion, I have written over 200 articles both customer-facing and internal for our knowledge base and edited hundreds of existing articles as well.
• As an ambassador for the Content team, I also promote KCS (Knowledge-centered Service) within advocacy and working on ways to implement KCS in our workflow.
• Assigned point of contact for the team on weekends
• Subject matter expert for Zendesk (Certified Administrator for both Zendesk Support and Zendesk Chat)

Aug 2014 – Nov 2020 · 6 yrs 3 mos

• We provide the best customer experience and the most awesome support for our users. being the first level of support, we provide the face of the company and impart technical knowledge and Basic support for the company's Live Chat software Zopim.
• Zopim is a web-based application that allows you to monitor your site visitors and engage them in a chat. This is also known as Live Chat or Live Support Software.

Apr 2009 – Aug 2014 · 5 yrs 4 mos

• May 2011-August 2014 Team Manager, (eBay, Buy Sell Register, North America)
• SUTHERLAND GLOBAL SERVICES
• Monitor team performance by way of goal planning, process adherence, daily reviews and review of KPI's
• Establish Team Goals and conduct Performance appraisals
• Complete reports / data analysis, action planning & executive business plans
• Attain all efficiency metrics of the program as defined by the SOW
• Attain all quality metrics of the program as defined by the SOW
• Develop Consultants by using tactical coaching/feedback and provide ongoing training
• Schedule and conduct team meetings and provide constant communication on product and policy.
• Create and support programs that encourage employee engagement
• Communicate with management on potential attrition
• Partner with HR in disciplinary issues with consultants including and up to termination recommendations
• Ensure ongoing training and knowledge support to front line staff to continually improve performance of the program
• Support Team managers and Consultants to provide product, administrative and technical issue resolution.
• March 2010 – April 2011 Senior Consultant (eBay Australia, Powersellers)
• SUTHERLAND GLOBAL SERVICES
• Provide assistance to entry level agents
• Help improve overall FTR ( First time resolution) by providing real time assistance to entry level agents and answer all possible question they may have in relation to the product we are selling.
• Do small group session for training refreshers
• Provide feedback as necessary to agents to help them in easily provide information to our clients
• Handle escalation calls
• Give suggestion to the clients on how they can improve tools and the overall experience of their members.