At Culture Amp, I resolve about 4,000 tickets annually while maintaining 90% CSAT. I’ve also built and maintained 10+ globally adopted automations and tools that eliminated repetitive work and saved 1,000+ hours annually across global support.
At Culture Amp, I turned data-heavy support workflows that took 25+ minutes of manual processing into drag-and-drop tooling that completes them in under three minutes, with 100% success. Work that previously waited up to 48 hours generally moved within two hours.
At Phorest Salon Software, I led support initiatives involving ticket-difficulty analytics, coaching, resource allocation, and customer segmentation. My VIP support analysis found that higher-ARR clients contacted support four times as frequently and contributed to changes in the ideal customer profile and product-development planning.
As North American Technical Support Manager at Phorest Salon Software, I managed a seven-person team and owned support KPIs. I reduced the daily backlog from an average of 72 tickets to 12 or fewer and sustained that level throughout my tenure.
