Andy Valerin

I am a Customer Success and Operations leader with 5+ years supporting high-growth SaaS environments, focused on lifecycle management, team enablement, and cross-functional collaboration with Product, Engineering, and Legal to deliver scalable solutions and long-term customer value.

At my most recent role I served as the primary escalation point for 20,000+ support cases and reduced Average Handle Time by 50% (25 → ~12 minutes) through workflow optimization, process automation, and internal system enhancements.

I regularly used MODE and Google Sheets to analyze customer, contract, and escalation data, led a charge-correction project that uncovered billing discrepancies and drove large-scale refunds, and delivered pricing and lifecycle reports via Google Sheets and Tableau to inform executive decisions. I partnered with Finance, Legal, and external vendors to build scalable backend systems and customer-facing workflows, launched proactive success campaigns, and leveraged AI within Zendesk to improve resolution speed by 20%.

My earlier roles in leasing and shipping/receiving reinforced consultative customer service, compliance, and operational discipline—improving occupancy and inventory accuracy. I am motivated to scale support operations, reduce friction with data-driven processes, and drive retention and expansion in SaaS organizations.