Description
I am all about customer support while mitigating costs. I am most at home building, bettering, and managing a mixed support environment of internal support and escalations without outsourced tier one and specialized support for cost/scaling objectives. I have significant start up experience including tools (CRM/Phone/Chat) selection and implementation. I have multiple RFI/RFP/Vendor Selections and support releases in my background, as well as vendor cancellations and full support migration between vendors. I am religious in tracking my metrics, VOC, KPIs, and costs - specifically my CRM date, e.g. Salesforce, Zendesk, to feed our customer and product information to Engineering, Product, and Marketing as quickly as possible.
