Open to opportunities

Robert Dugas

@robertdugas

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Product Support Manager focused on improving CSAT and scaling customer support teams.

Zimbabwe

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What I'm looking for

I’m looking to lead customer support operations where I can drive CSAT/CSR through strong training, measurable issue-resolution improvements, and targeted performance reporting. I want a team-focused culture that invests in future managers and continuous process upgrades.

I’ve spent 20+ years serving customers, team members, and businesses across building management, restaurants, retail, and SaaS. I build and manage teams, processes, reports, training materials, and metrics that improve day-to-day outcomes.

As a Product Support Manager at Intuit - Mailchimp, I managed customer satisfaction and helped maintain or exceed CSAT/CSR at 85% or above. I also improved customer Issue Resolution rate from 11% to 12%+ and used reporting to target lower productivity (less than 75%), raising it to 88%+.

I’m especially proud of the people-development work I’ve built—moving Tier 2 training material from 2 months to 4 weeks, creating a future manager development program, and mentoring 9+ individuals to prepare them to manage their own teams. I bring structure, clear documentation, and continuous improvement to every support operation.

Experience

Work history, roles, and key accomplishments

Product Support Manager

Intuit - Mailchimp

Mar 2015 - Mar 2025 (10 years)

Managed customer support performance, maintaining CSAT/CSR at 85%+ while improving issue resolution rate from 11% to 12%+ through reporting and process changes. Built Tier 2 training materials (cutting training from 2 months to 4 weeks), developed a future manager program, and grew team productivity to 88%+.

Issue Resolution Rate Optimization Team Management Training Development Zendesk Salesforce Jira Program Development

Lead Supervisor

Levy Restaurants

Jul 2012 - Dec 2014 (2 years 5 months)

Led front-of-house (8+ FOH) and back-of-house (12+ BOH) teams, hiring, training supervisors, and ensuring food health and safety practices for high customer expectations. Managed vendors and event operations (e.g., Final Four Concerts and holiday events) and handled inventory ordering for daily and special event needs.

Team Leadership Vendor Management Event Operations Inventory Management Guest Experience Staff Scheduling & Procedures

Assistant Building Manager

Virginia Tech

Jul 2004 - Dec 2009 (5 years 5 months)

Managed student staff (12+), up to 20 volunteers, and day-to-day building operations for special student events and services (locker rentals, classroom space reservations). Created training documentation and streamlined onboarding to a single day (from about a week) while overseeing inventory for daily, quarterly, and yearly operations.

Volunteer coordination Inventory Management event support Process Development