Open to opportunities

Adrian Wallace

@adrianwallace

Customer Support Manager who builds data-driven AI-enabled support teams delivering 95%+ CSAT and measurable efficiency.

United States

Message

What I'm looking for

I’m looking to lead customer support teams where I can use AI-assisted tools and support metrics to improve efficiency, sustain 95%+ CSAT, and develop talent through clear coaching, escalation excellence, and strong cross-functional partnerships.

I’m a Customer Support Manager with 8+ years building best-in-class support teams, including a 100+-agent operation across B2B SaaS, airline, and luxury hospitality. I set clear vision and direction, then drive change with weekly 1:1s, performance management, and career-growth pathways.

I’m hands-on with support operations and customer experience—owning SLAs and using metrics like CSAT, NPS, FCR, and AHT to make data-driven decisions. I also led AI-tool rollouts using Zendesk AI and Intercom Fin, cutting average handle time 30% and deflecting 18% of repeat inquiries by improving AI-assisted macros and knowledge workflows (Claude, ChatGPT, Copilot, and Copilot).

Across my roles, I’ve served as the point of escalation for complex customer and product issues, partnering with Product, Legal, and Operations to reduce escalations ~25% and eliminate 3 high-volume escalation categories. As a Certified ScrumMaster (CSM), I continuously strengthen teams—promoting 5 agents into supervisor roles and sustaining 95%+ CSAT while increasing productivity 15%.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

American Airlines

Sep 2022 - Jan 2026 (3 years 4 months)

Set support quality vision for a 100+-agent remote team, sustaining 95%+ CSAT across phone, email, and live chat. Drove AI-assisted support adoption to cut average handle time 30% and deflect 18% of repeat inquiries, while reducing escalations ~25% and eliminating 3 high-volume escalation categories.

Customer Support Leadership SLA Management CSAT NPS FCR AHT Knowledge Base & Macros Root Cause Analysis

Support Team Lead

Accolade

Jan 2020 - Jan 2022 (2 years)

Advanced from Level 1 Specialist to Support Team Lead, improving first-contact resolution by 25% through redesigned escalation workflows and daily coaching. Built the knowledge base from scratch, sustaining 95%+ CSAT, and translated support trends into 6 product changes that reduced related tickets 18%.

Customer Support Leadership First Contact Resolutions CSAT

IT Support Specialist

Accolade

Jan 2019 - Jan 2020 (1 year)

Resolved high-volume inbound support across live chat, email, and phone with 80%+ first-contact resolution by diagnosing issues and escalating with full context. Built FAQs and macros that reduced repeat inquiries 15% by closing recurring knowledge gaps.

Technical Customer Support First Contact Resolutions Live Chat Support Email Support Phone Support Escalation Management Knowledge Gap Reduction

Front Office Manager

Kimpton Hotel Monaco

Jan 2018 - Jan 2019 (1 year)

Owned overnight guest-facing operations as sole on-site leader, achieving zero unresolved incidents per shift. Resolved complex escalations and billing disputes for 50–100 guests nightly before morning handoff.

Front Desk Operations Overnight Shift Management Billing Disputes Incident Management Customer Service Leadership

Front Office Supervisor

The Ritz-Carlton

Jan 2014 - Jan 2018 (4 years)

Led and coached a 12-person team to consistently exceed five-star brand standards while serving as the escalation point for complex guest issues. Built onboarding programs that improved service delivery across departments.

Hospitality Operations Guest Service Escalation Management