Open to opportunities

Kim Abeyta

@kimabeyta

Message

I am a customer support leader driving CSAT improvements, process optimization, and scalable operations.

United States

Message

What I'm looking for

I'm seeking a leadership role to scale support operations, improve CSAT, mentor teams, and drive data-led process improvements in a collaborative, growth-focused company.

I am a customer service professional with over 10 years of experience leading support teams and building scalable operations. I have consistently improved CSAT, reduced ticket backlog by 35%, cut repeat complaints by 50%, and developed SOPs, knowledge bases, and escalation protocols that empower agents to resolve complex issues independently.

I focus on data-driven improvements and cross-functional collaboration, using analytics to identify root causes and present findings to leadership. I design training programs, streamline workflows, and implement tools that increase efficiency, improve response times, and support strategic customer initiatives.

Experience

Work history, roles, and key accomplishments

Head of Customer Support

HyperPlay

Mar 2023 - Jul 2025 (2 years 4 months)

Managed day-to-day global support operations, consistently exceeding SLA targets and improving CSAT while reducing ticket backlog by 35% through new workflows and SOPs.

Customer Support Operations SLA Management Process Optimization Knowledge Management SOP Development Cross Functional Collaboration CSAT

Customer Support Manager

N3TWORK Studios

May 2022 - Jun 2023 (1 year 1 month)

Directed customer service strategy for a live game studio, reducing repeat customer complaints by 50% and contributing to a 90% increase in customer satisfaction through improved documentation and team coordination.

Documentation Customer Outreach Cross Functional Communication Zendesk Training Development

Customer Support Operations Lead

AppLovin

Nov 2021 - May 2022 (6 months)

Oversaw ticket routing and prioritization for a mobile app platform, driving a 20% increase in customer satisfaction via workflow automation and analytics-driven root-cause fixes.

Ticketing Systems Workflow Automation Analytics Root Cause Analysis Training Jira Zendesk BigQuery

Lead Customer Support Agent

PlayStudios

Jul 2018 - Oct 2021 (3 years 3 months)

Resolved high-touch customer issues, improving CSAT by 15%, led onboarding and created 25+ help center articles that reduced inbound ticket volume by 10%.

Onboarding CSAT Cross Functional Collaboration Zendesk

Support Supervisor

Asurion

Aug 2015 - Jul 2018 (2 years 11 months)

Supervised a team of 12 support agents, exceeding KPIs and reducing escalations by 25% while launching remote support workflows to improve coverage and agent flexibility.

Team Leadership Remote Support Performance Management Workflow Design Training Vendor Management

Education

Degrees, certifications, and relevant coursework

United States Army

Advanced Individual Training, Human Resources

Completed Advanced Individual Training (AIT) for 42A Human Resources at Camp Parks, CA, gaining expertise in personnel administration and military HR processes.