At Community Phone, I run support for a US home phone service built for older adults. I started on the phones, and now I plan headcount against company growth and work with Product, Billing, and Sales to understand why customers call.
I took CSAT from 7.4 in 2023 to 9.1 in 2024 and 9.3 in 2025, while reducing the 90th-percentile wait from 800+ seconds to 183. Reorganizing teams and fixing backlog-driving processes accounted for most of the improvement.
I brought churn down 50% by examining cancellation and non-payment data, then applying retention programs, recovery emails, and tiered save offers. In 2025, I began training support reps to identify upgrade and add-on opportunities, bringing in thousands of dollars in upsold MRR each month.
Before becoming Support Manager, I moved from Customer Service Representative to Team Lead at Community Phone. At Vodafone UK, I was a site-wide top performer on QA and AHT, coached new hires, and handled escalations.
