At Leasecake, Inc, I built and led the customer success function and supervised a support team, achieving 90% CSAT through processes and training.
I used Claude/MCP and CRM data to identify renewal signals, support proactive outreach, and prioritize product requests. I also created and maintained the help center to improve self-service and accelerate onboarding.
At Leasecake, Inc, I implemented AI workflow routing and error checks that automated roughly 45% of customer inputs before partner handoff.
At HD Supply Holdings, Inc, I managed Technical Assistance Center operations supporting associates across branch locations and supervised onshore and offshore help desk teams.
