At Maxon, I manage enterprise support for a B2B SaaS company, coaching a team of 10 and raising CSAT from 88.1% to 95.9%.
I handle high-stakes client issues from first contact through resolution and built a Zendesk workflow that prioritizes key-account tickets for customers including Disney, Amazon, and Meta. I also partner with Engineering and Product to address recurring issues at their root cause.
Previously, as an Enterprise Support Engineer at Maxon, I maintained 92.4% CSAT, earned 859 five-star ratings over two years, and averaged a 55-minute first reply time across enterprise accounts.
Across Tradebloc and Asurion, I've supervised, coached, and supported teams in high-volume service environments, improving processes while keeping the end-user experience at the center.
