At See Tickets, I built the support department from scratch, creating its workflows, escalation paths, knowledge base, and help center. I led phone, chat, and email support and served as the senior escalation point for complex issues.
I implemented AI-assisted triage, chatbots, and Answer Bot, then redesigned workflows to improve efficiency 45%+ while sustaining 95%+ CSAT as the team went from 30+ to 11. I also administered Zendesk and used ticket audits to coach agents and address repeat contacts.
At YouMail, I built customer operations from the ground up, including a company-wide knowledge base that improved efficiency 52%. Training agents to use it as their primary reference raised first-call resolution 36%, and a data-driven customer success model improved retention 20% in its first quarter.
Earlier, I raised first-call resolution 65% at Forest City Enterprises and grew SQA²’s testing team from 25 to 90 people while developing a training program that improved performance 30%. At M&G Jewelers, I led client experience strategy for a B2B wholesale business and partnered with Sales leadership on retention and growth initiatives.
