At Dion Training, I lead service operations for a remote technical support function and serve as Product Owner for internal support and operations platforms. I manage and mentor a distributed team, oversee service delivery for approximately 4,000 tickets per month, and improved CSAT from 85% to 92% while reducing average response time from five hours to about one hour.
I collaborate with developers on internal tools, writing user stories and prioritizing backlogs. Using dashboards and workflows built with ClickUp, Slack, PandaDoc, and Salesforce, I’ve helped improve reporting accuracy, operational visibility, and decision-making.
Previously, I delivered L2 support at Dion Training to customers across a global user base, troubleshooting platform and account issues through log analysis and root-cause investigation. I’m CompTIA- and ITIL-certified, with experience supporting customers across US, EU, and APAC regions.
