Open to opportunities

Gareh Johnson

@garehjohnson

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Customer Success and Risk Management Leader with SaaS expertise.

Canada

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What I'm looking for

I seek a role that fosters innovation and supports customer success while allowing for professional growth.

As a Customer Success and Risk Management Leader, I bring a wealth of experience in SaaS, fraud prevention, and compliance frameworks such as SOC 2, HIPAA, and AML/KYC. My proven track record includes achieving over 92% CSAT and 99% SLA adherence, demonstrating my commitment to delivering scalable solutions that align technical insights with business goals. I am passionate about solving fraud and compliance challenges, and I excel at driving retention and fostering customer success.

In my current role as Director of Customer Support at AlayaCare, I have successfully directed our customer experience team, increasing productivity by 25% through optimized workforce management practices. I implemented key performance indicators to track team performance, resulting in targeted coaching that maintained CSAT scores above 90%. My strategic initiatives have led to significant improvements in operational efficiency and customer satisfaction, showcasing my ability to lead change management initiatives and enhance service quality.

Experience

Work history, roles, and key accomplishments

Current

Director, Customer Support

Current

AlayaCare

Sep 2018 - Present (6 years 9 months)

Directed the customer experience team, increasing productivity by 25% through optimized workforce management. Scaled support operations by 25% with automated workflows, achieving a CSAT above 92%. Developed KPIs for performance tracking and implemented a Voice of the Customer program to enhance customer satisfaction.

Customer Support Workforce Management KPIs Automation Customer Satisfaction Change Management Strategic Thinking Team Leadership Process Improvement

Associate Director, Customer Support

AlayaCare

Jul 2023 - Jul 2023 (0 months)

Led strategic initiatives to scale support for a growing customer base, establishing performance indicators and collaborating with various departments to enhance service operations. Introduced SaaS-oriented customer programs and improved first contact resolution by 15%.

Customer Support SaaS Customer Engagement Team Collaboration Process Improvement Customer Experience

Senior Customer Experience Manager

AlayaCare

Aug 2022 - Jul 2023 (11 months)

Provided strategic leadership in launching KPIs to measure team quality and efficiency. Enhanced technical knowledge through mentorship and established a QA program that improved service quality metrics by 25%. Fostered a culture of collaboration within the team.

KPIs Mentorship Quality Assurance Team Collaboration Customer Experience Technical Training Quality

Customer Experience Team Lead

AlayaCare

Aug 2021 - Sep 2022 (1 year 1 month)

Directed a team of agents to improve response times and reduce escalations. Implemented structured workflows that reduced churn by 15% and collaborated with sales and marketing to enhance the customer journey.

Team Leadership Workflow Management Customer Retention Customer Journey Response Time Improvement Escalation Management Communication Skills Customer Satisfaction Process Optimization

Senior Client Experience Agent

AlayaCare

Jul 2020 - Jan 2022 (1 year 6 months)

Provided technical support on API integrations and managed key accounts, increasing renewal rates by 10%. Collaborated with internal teams to resolve customer pain points and improve overall experience.

API Integration Technical Support Account Management Customer Retention Problem Solving Team Collaboration Customer Experience Workflow Optimization

Customer Experience Agent

AlayaCare

Nov 2019 - Jul 2020 (8 months)

Maintained high First Contact Resolution rates through efficient troubleshooting and adherence to SLAs. Exceeded SLA targets by delivering prompt support across various technical issues.

Customer Support Troubleshooting First Contact Resolutions Customer Satisfaction Problem Solving Communication Skills

Technical Support Specialist

FreshBooks

Sep 2018 - Nov 2019 (1 year 2 months)

Enhanced integration success during sales calls by providing technical support. Delivered tailored support for financial services clients, ensuring compliance and optimized workflows.

Technical Support API Integration Compliance Financial Services Customer Support Workflow Optimization Sales Support Problem Solving Communication Skills

Education

Degrees, certifications, and relevant coursework

University of Toronto

Bachelor of Arts, Political Science

2009 - 2014

Studied Political Science and Government, focusing on the analysis of political systems, public policies, and the impact of government decisions on society. Developed critical thinking and analytical skills through coursework and research projects.