Leah Joseph

I am a dynamic customer experience leader with over five years of expertise in delivering exceptional customer support. My proven track record includes mastering new technologies, streamlining processes, and implementing support solutions that significantly boost efficiency. Currently, I serve as a Senior Product Support Specialist at BigTime Software, where I have successfully resolved 95% of customer issues on the first contact, leading to a 20% improvement in customer satisfaction scores.

In my role, I manage support tickets through Zendesk and contribute to the development of streamlined support policies and procedures. I take pride in creating training materials for new hires, which has reduced onboarding time by 25%. My previous experience as a Spa Manager at Spavia Elmhurst allowed me to hone my leadership skills, where I directed daily operations and supervised a team of 18 professionals, ensuring exceptional customer service and a collaborative work environment.