Magdelen Navitt

I am a Customer Operations leader with over nine years of experience driving efficiency and scalability in enterprise IT support, including seven years leading global service desk operations. I focus on aligning day-to-day operations with strategic goals to deliver consistent customer and end-user experiences.

I have a proven track record in process optimization, having raised SLA compliance from 82% to 92% and reduced backlog by 15% through workflow improvements. I design KPI dashboards and analytics to identify root causes and guide long-term fixes that improve retention and satisfaction.

I build scalable onboarding, training programs, and knowledge management—authoring and migrating 1,700+ SOPs and KBAs, which reduced duplicate incidents and shortened new-hire ramp-up by 40%. I lead cross-functional projects with engineering, security, and business stakeholders to deploy system rollouts and compliance initiatives.

I am known for fostering high-performing teams in 24/7 environments, managing 8–12 analysts, coordinating responses to high-severity issues, and producing data-driven reports that inform leadership decisions about resource allocation and operational priorities.