Looking for a job

Laura Inostroza

@laurainostroza

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Seven years of experience in leading scalable operations for customer support teams in tech.

Canada

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What I'm looking for

I am seeking a role in a company that values exceptional customer experiences and fosters a fast-paced, performance-driven culture. I am passionate about creating scalable operational processes and driving individual growth through coaching and mentoring. I thrive in dynamic environments and excel at managing the end-to-end customer journey.

With ten years of experience in various industries, I have honed my expertise in providing exceptional customer experiences. I have demonstrated strong leadership and strategy skills throughout my career, creating scalable operational processes and fostering fast-paced, performance-driven cultures. I have successfully managed operations to support product launches and optimize the end-to-end customer journey.

As a Support Operations Manager at Level Access, I have laid the groundwork for the services support function by establishing streamlined processes and crafting comprehensive guidebooks. I have integrated multiple tools, such as Zendesk, SalesForce, Wrike, Jira, and Gainsight, to enable efficient cross-functional work. I have effectively tracked headcount coverage, service delivery, and software support by implementing dashboards. I have also developed a comprehensive skills matrix to establish a structured hierarchy and provided personalized coaching and mentoring to drive individual growth.

Before this, as a Support Team Lead at KOHO Financial Inc, I spearheaded the training and onboarding process for a B2B Enterprise collaboration with Wealthsimple. I created dashboards for fraud and disputes, phone support, and general support teams, enabling data-driven decision-making. Additionally, I implemented the Guru knowledge management platform, significantly improving interdepartmental knowledge reliability.

Experience

Current

Support Operations Manager

Current

Level Access

Jul 2023 - Present (10 months)

Own Zendesk operations, maintaining the system and integrations with tools, including SalesForce, Jira, and Gainsight.
Conduct weekly analyses and reports through Zendesk Explore to establish Key Performance Indicators (KPIs) across all support tiers
Documenting & training on product features, resulting in 100% preparedness for software releases Helmed team restructure to a tiered support model, i

Strategy Zendesk Jira Gainsight Dashboards CSAT Data Analysis Operations CX Operations Salesforce Support Operations Customer Support Operations Support Operations Management SAAS Customer Support Customer Support Tools B2B Support Support Platforms Support Ticketing Systems

Support Team Lead

Essential Accessibility (now Level Access)

Mar 2021 - Jul 2023 (2 years 4 months)

Established services support function, documenting and implementing all processes.
Oversaw project coordination to meet 85% service timeline achievement
Developed a comprehensive skills matrix for service coordination professionals.
Determined team metrics and coached the team to achieve a 95% CSAT for consecutive quarters. Developed software issue escalation process, resulting in 90% CSAT on soft

Leadership Strategy Coaching Zendesk Wrike Jira Customer Support SaaS Support Product Support Technical Support Customer Support Management Management B2B Support Email Support Support Software Support Management Customer Support Tools Customer Facing Support Support Ticketing Systems

Support Team Lead

KOHO Financial Inc

Apr 2018 - Mar 2021 (2 years 11 months)

Prepared and trained ChatBot built by Finn AI, as well as oversaw the execution of rollout, resulting in a decrease in FRT to 30 seconds across 10% of chats
Assisted in documentation and re-structuring for BPO rollout to achieve 2-hour FRT
Developed software issue escalation process, increasing resolution of bugs by 50%
Implemented Guru knowledge management platform, resulting in a 60% improvement