Paris, Texas, United States
As a customer support leader, I thrive at the intersection of systems, people, and scale. For the last decade, I’ve led customer support teams through hyper-growth, international expansion, and post-acquisition transitions, building operational infrastructure that empowers both users and agents. What drives me is the challenge of taking something messy or complex and making it scalable. I love turning reactive processes into proactive, insight-driven systems that make getting help feel effortless, consistent, and supportive. A few wins: --Boosted CSAT from 76% to 98% in one year by operationalizing predictive analytics and AI-driven workflows --Reduced ticket volume by 52% through strategic case deflection, documentation optimization, and tooling improvements --Improved new hire ramp time by 40% and increased self-service rates by 40% through scalable onboarding programs --Retained 100% of customers during an acquisition while leading support transition efforts Beyond the workplace, you can find me reading, planning a trip, or fine-tuning some kind of process—just for fun. Let’s connect if you're building a customer support function that blends strategy with soul! Specialties: Customer Support Leadership | Global Team Scaling | Support Operations Strategy | Escalation Management | Predictive Analytics | AI-Driven Support Tools | Onboarding Program Design | SLA and CSAT Optimization | Ticket Deflection Strategies | Process Improvement | Talent Development | Vendor Management | Knowledge Base Strategy | Cross-Functional Collaboration | Premium Support Models | English (Native); Spanish (Fluent)
Guided support team through major acquisition, and from day one, the goal was to drive performance without compromising the human touch. This meant building systems that could scale with the customer base while minimizing effort at every step. -Aligned KPIs with BPO partners, driving 30% growth through strategic business reviews. -Led training and development for LATAM support teams in both English and Spanish, boosting regional performance and strengthening global support alignment -Led support migration during acquisition with 100% client retention and seamless service. -Developed hiring and training plans, reducing ramp-up time for new agents by 40%. -Implemented a feedback system that improved CSAT from 76% to 98%. -Established metric tracking that boosted resolution rates by 25% using real-time data. -Integrated AI analytics with support tools, reducing resolution time by 20%. -Collaborated with global teams across multiple time zones, ensuring seamless support operations and 24/7 coverage. -Oversaw two 50-agent vendor partnerships (domestic and international), leading operational alignment and KPI reviews
At Pana, a high-growth travel tech company, I helped scale customer support through a mix of human-centered leadership and process rigor. My focus was to turn scrappy systems into scalable operations as the company expanded across regions. -Scaled support operations, reducing response time by 20% and improving performance. -Expanded team from 30 to 200 agents and management from 2 to 10, increasing responsiveness. -Implemented improvement plans that boosted customer satisfaction by 30%. -Used predictive modeling to optimize recruitment, matching query volumes with a 35% increase. -Developed SQL reports for real-time insights, reducing resolution time by 20%. -Streamlined cross-functional processes to enhance collaboration and lower escalations. -Orchestrated the successful scaling of operations after rapid team growth, driving exceptional performance outcomes for the customer support team post-training (at operational capacity within 4 weeks)
Early in my career, I led both classrooms and teams, shaping student engagement programs and departmental collaboration. Though education and tech are very different spaces, this is where I first learned how to coach people, lead through structure, and turn insights into systems Educational Expertise Advantage: Distilled intricate concepts into easily understandable content. This proficiency seamlessly extends to creating user-friendly support materials that facilitate accessibility for both customers and support teams. Guiding and Nurturing Teams: Fostered a culture of continuous learning within the content and knowledge management landscape. Engaging Curriculum Design: Designed and delivered dynamic and innovative lesson plans that catered to diverse learning styles, fostering an interactive and inclusive classroom environment. Assessment and Progress Tracking: Developed comprehensive assessment tools and rubrics, providing regular constructive feedback to students to drive continuous improvement and academic excellence. Curriculum Leadership: Spearheaded the development of the curriculum for the Spanish department, aligning instructional content with educational standards and fostering a coherent learning trajectory. Professional Development: Instituted targeted professional development initiatives, organizing workshops and training sessions to empower department members with new teaching methodologies, technology integration, and pedagogical advancements.