At RND Software Group, I led and coached a team of 20+ Customer Support Specialists across chat, email, and phone support. I monitored CSAT, response time, resolution rate, and SLA compliance to track team performance.
I managed workforce planning and schedules, and served as the escalation point for complex customer issues. I also designed onboarding programs and delivered ongoing training for team members.
I partnered with management and cross-functional teams to improve support workflows and customer experience. I prepared operational reports and performance analyses, and supported employee development through coaching, quality reviews, and Performance Improvement Plans.
