At SupportYourApp, I lead a team of 9 customer support agents for a global hospitality and travel company. We sustain 83% average CSAT and a 21-minute average handle time, and I reduced the ticket backlog by 80% through queue prioritization, workload balancing, and daily SLA monitoring.
I built a team-performance dashboard in Google Sheets and Apps Script, along with an end-of-shift SLA breach report, to give leadership real-time visibility. I also coach agents through 1:1s, QA feedback, and structured development plans.
Before my promotion, I supported the end-to-end customer journey for a global hotel OTA, handling booking issues, escalations, and post-stay support in Zendesk. I identified recurring issues and contributed to process improvements and internal documentation.
I founded and ran Elev8, an e-commerce business selling across Amazon, eBay, Shopify, and Facebook Marketplace. I managed a team of 7 and owned customer experience and post-sale support; I’ve also worked in AI operations and managed IT infrastructure, and completed Ironhack’s full-stack MERN web development program.
