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D Hankewycz

@dhankewycz

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I build AI-enabled customer operations that improve enterprise SaaS experiences.

Canada

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What I'm looking for

I’m looking to lead customer operations and AI transformation work that builds scalable systems, strengthens cross-functional partnerships, and improves both customer and employee experiences.

At Modern Campus, I led support operations across multiple enterprise SaaS product lines, improving customer experience, escalation management, team performance, and cross-functional execution.

I reduced development escalations from more than 200 to 28 and cut the support backlog from more than 1,500 to below 500 through structured prioritization, clearer workflows, and stronger Product and Engineering partnerships.

I built AI-powered knowledge tools adopted company-wide, reaching more than 500 monthly chats, and created analytics workflows to identify ticket drivers, knowledge gaps, and automation opportunities. I also led critical incidents, enterprise migrations, security changes, and complex customer rollouts.

Across more than 13 years in customer support and operations, I’ve built scalable teams, knowledge systems, and customer partnerships for enterprise organizations. I believe AI has its greatest value when it helps people succeed and leaves organizations stronger than I found them.

Experience

Work history, roles, and key accomplishments

Director, Customer Support

Modern Campus

Dec 2023 - Aug 2026 (2 years 8 months)

Led support operations across multiple enterprise SaaS product lines, with responsibility for customer experience, strategy, team performance, escalations, and cross-functional programs.

• Promoted through four progressively senior roles over seven years, scaling support operations while improving SLAs, escalation paths, onboarding, and performance reporting

• Reduced development escalations f

Cross team Collaboration Escalation Resolution Customer Experience Customer Service Operations AI Customer Escalation Management Strategic Planning Customer Support Interviewing Cross functional Leadership Security Awareness Enterprise Software Leadership team development Knowledge Management

Manager, Destiny One and Lumens Support

Modern Campus

Mar 2022 - Dec 2023 (1 year 9 months)

Managed Support operations across the Destiny One and Lumens product lines, with responsibility for team performance, customer experience, escalations, operational processes, and cross-functional coordination.

• Rebuilt an underperforming support organization, raising CSAT from 88% in 2022 to 97.3% by 2025 through stronger processes, team capability, and customer engagement

• Established clear

Cross team Collaboration Escalation Resolution Customer Experience Customer Escalation Management Strategic Planning Customer Support Interviewing Cross functional Leadership Security Awareness Enterprise Software Leadership Communication Leadership team development Knowledge Management

Manager, Destiny One Support

Modern Campus

Feb 2021 - May 2022 (1 year 3 months)

Led the Destiny One Support organization through growth and operational change, with responsibility for team performance, customer experience, escalations, process improvement, and cross-functional collaboration.

• Led Destiny One Support through operational change, improving ownership, prioritization, communication, resolution practices, and customer experience

• Managed and coached support r

General Manager

Lidcombe Investments

Aug 2001 - Jul 2021 (19 years 11 months)

Manage financial, operational and strategic oversight of an incorporated six-unit residential property business, including budgeting, capital planning, contractor management, tenant relations and regulatory compliance.

Team Lead, Client Services

Modern Campus

Jul 2019 - Feb 2021 (1 year 7 months)

Served as Team Lead of Client Services, providing day-to-day leadership, technical guidance, customer support, and cross-functional coordination for complex enterprise customers.

• Designed and implemented a two-tier support structure, establishing clear Tier 1 and Tier 2 responsibilities, ownership, escalation paths, expectations, and workflows to create a more scalable support model

• Develo

Senior Technical Account Manager

Modern Campus

Mar 2016 - Jul 2019 (3 years 4 months)

Managed high-value enterprise and Ivy League accounts, providing technical account management, customer advocacy, escalation leadership, and cross-functional coordination for complex SaaS implementations and ongoing operations.

• Managed a portfolio of high-value enterprise customers, including Ivy League institutions, building long-term relationships and serving as a primary technical escalatio

Cross team Collaboration Escalation Resolution Customer Escalation Management Customer Support Enterprise Software team development

Technical Account Manager

Modern Campus

Sep 2013 - Mar 2016 (2 years 6 months)

Managed named enterprise customers within a high-touch support model, providing technical guidance, relationship management, and issue resolution through an email-based support environment.

• Served as a primary technical contact for assigned enterprise customers, building relationships and developing a deep understanding of their business processes and product requirements

• Led the initial Z

Cross team Collaboration Escalation Resolution Customer Escalation Management Customer Support Enterprise Software

R&D Database Escalations Engineer

Dell (formerly Quest Software)

Oct 2008 - Sep 2013 (4 years 11 months)

• Acted as a liaison between support, management and various development groups to coordinate efforts and deal with large scale issues
• Held large training sessions for the Technical Support Team
• Mentored individual support personnel, customer's and other internal employees
• Setup and held almost daily internal meetings with the Technical Support team to address concerns, share knowledge and p

Cross team Collaboration Escalation Resolution Customer Escalation Management Customer Support Enterprise Software