I am a seasoned Customer Support Manager with over two years of experience in leading and managing customer service teams. Throughout my career, I have been adept at driving exceptional customer satisfaction and optimizing support operations to meet and exceed service level agreements. I have a proven track record of success in coaching, mentoring, and developing teams to deliver top-tier support.
Currently, I am working as a Customer Solutions Trainer at ServiceTitan-Schedule Engine Live Services. In this role, I have successfully trained and graduated over 100 new hires, including a pilot class for Armenia, South Africa, and Mexico hires. I consistently create, edit, and update content used for training new and existing agents to enhance the execution of customer success strategies and improve client relationships. I have implemented innovative training techniques to optimize sales capacity and improve empathy, directly leading to an increase in team performance and an improved customer satisfaction rate. Additionally, I collaborate cross-functionally with product, support, and sales teams to align on customer needs.
Prior to my current role, I worked as a Customer Service Specialist at Rogers Communications, where I resolved an average of 250 inquiries per week using strong negotiation skills. I consistently met performance benchmarks in all areas, including speed, accuracy, volume, and resolution rate. I also achieved and exceeded monthly sales targets and provided excellent client service while training customers on various software solutions, resulting in improved customer satisfaction scores.
