At Dailyrounds/Marrow, I led a 15+ member customer support team and kept average CSAT at 85%. I built a knowledge base of 250+ resources and an incentivised quiz programme that helped cut average response time from 5 hours to 2.
As Team Lead - Quality Assurance, I supervised and coached four specialists, auditing 200+ customer interactions daily. In my current independent consulting work, I review and validate academic chapters and web content, and create guidelines and feedback cycles to reduce repeat errors.
