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Michael Contreras

@michaelcontreras

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Senior customer support and operations leader improving efficiency, retention, and crisis communication.

United States

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What I'm looking for

I’m looking to apply my support operations and tooling integration experience to improve ticket efficiency, CSAT, and retention. I thrive in fast-growing teams where data-driven decisions and clear crisis communication are valued.

I’m a senior-level customer support and operations professional who leads teams and integrates tooling to drive measurable outcomes. At Kyruus Health, I administered interdepartmental systems and integrated Zendesk, Jira, and Salesforce, reducing time spent on each support ticket by 42%.

I also own high-stakes customer communication. I led crisis communication via StatusPage and provided timely Root Cause Analysis (RCA) reports, cutting inbound ticket volume during outages by 50%.

I build support operations that scale—through data-focused reporting, self-service resources, and practical enablement. I created and leveraged performance and decision-support reports from Zendesk and Jira, and I designed onboarding training for entry-level and specialist support staff using Google Suite and Stonly to speed ramp-up and keep workflows consistent.

Earlier, I managed an 8-person customer service team at Plastiq with 95% team member retention, maintained 95% CSAT at Buildium while operating within a strict 1-hour SLA, and created multilingual Zendesk help-center content to reduce ticket volume. I bring that same mix of operational rigor and customer empathy to fast-growing organizations.

Experience

Work history, roles, and key accomplishments

Current

School Committee Member

Current

Swampscott School Committee

Jan 2025 - Present (1 year 5 months)

Oversee education budget via contract negotiations and coordination with the superintendent, finance committee, and town administrator to keep spending aligned with committee guidelines. Developed policies, led strategic planning, and facilitated community engagement to advocate for equitable student access to resources.

Budget Oversight Contract Negotiation Policy Development Stakeholder Management Strategic Planning Community Engagement Meeting facilitation

Senior Customer Support Ops

Kyruus Health

Aug 2019 - Apr 2026 (6 years 8 months)

Streamlined Zendesk, Jira, and Salesforce operations, reducing time spent per support ticket by 42%. Led outage crisis communication via StatusPage with RCA reporting, cutting inbound outage ticket volume by 50%, and built onboarding training using Google Suite and Stonly to speed ramp-up for support staff.

Zendesk Jira Salesforce Statuspage Root Cause Analysis Crisis Communications Escalation Management performance reporting

Customer Care Associate

Buildium

Mar 2019 - Jul 2019 (4 months)

Managed a high-volume queue of 50+ daily inquiries in Zendesk and Intercom, maintaining 95% CSAT while meeting a 1-hour SLA for initial responses. Resolved complex iOS crash-on-launch, sync errors, and API timeouts, and reduced recurring mobile support tickets by 15% through user education on best practices.

Zendesk Intercom Customer Support SLA Management CSAT

Customer Success Manager

Placester

Oct 2018 - Feb 2019 (4 months)

Led technical onboarding and training for new real estate agents and brokers, creating FAQ help-center content and delivering customized education with Salesforce to accelerate time-to-productivity. Triaged technical bugs in JIRA for engineering, provided basic CSS customizations, and coordinated MLS approval workflows to ensure legal compliance and expand listing inventory.

Customer Success Technical Onboarding Salesforce Help Center Content Custom CSS

Customer Support Manager

Plastiq

May 2015 - Jun 2018 (3 years 1 month)

Led an 8-person customer service team, achieving 95% team member retention while consistently meeting key SLA commitments. Authored and updated support policy and procedural guides, built Zendesk self-service articles to reduce ticket volume, and delivered performance reporting on response time, resolution rate, and CSAT to executives.

Customer Support Team Leadership SLA Management Zendesk Policy Documentation CSAT performance reporting

Customer Service Specialist

Square

Oct 2014 - May 2015 (7 months)

Resolved customer inquiries via email, phone, and social media using Zendesk, reducing response time and improving customer satisfaction. Supported 12 products in Zendesk Suite, created English/Spanish help-center articles, troubleshot iOS and Android issues using SQL diagnostics, and trained agents on internal tools to improve first-call resolution.

Zendesk SQL Diagnostics Help Center Localization