Douglas J Price

Customer Support Team Lead with 8+ years of frontline and leadership experience in customer support, including 2+ years leading a 15-person global team. Strong background in areas that overlap closely with Customer Success — retention-driving escalation resolution, client onboarding, proactive issue detection, cross-functional collaboration with product teams, and using customer feedback to improve process and experience.

Delivers measurable results: 95% team QA score, 98% CSAT, and a 30% reduction in escalations. Looking to bring this customer-first, data-driven foundation into a Customer Success role.

Customer Support Team Lead at TTec (2024-08 – Present)

• Lead and manage a 15-person support team for an affiliate marketing company, monitoring daily ticket queues to enforce SLA, KPI, and quality benchmarks for advertisers and publishers across US, UK, Canada, Europe, and APAC.
• Built and maintain QA/QC frameworks and conduct regular audits, delivering targeted coaching that sustains a 95% team QA score and 98% CSAT while cutting escalations by 30%.
• Lead onboarding projects and audits for new financial-services clients, verifying compliance and data-security requirements before go-live.
• Train and mentor new joiners end-to-end — systems, SOPs, live ticket handling — until they reach full independence.
• Own SOP and documentation development, keeping process guides and FAQs current based on recurring customer questions and feedback.
• Partner cross-functionally with product and engineering teams to resolve escalated cases, translating customer insights into workflow and platform improvements.
• Investigate recurring complaints and policy issues, spotting risk and compliance patterns early and escalating findings before they scale.

Technical Support Representative at TTec (2019-08 – 2024-07)

• Delivered advanced support across email, chat, and phone for an affiliate marketing company, managing high-volume queues for prompt, accurate resolution.
• Resolved complex technical and account issues independently, applying root-cause analysis to avoid unnecessary escalations.
• Created and maintained customer-facing and internal documentation, improving self-service resolution and cutting repeat contact.
• Performed compliance audits, verifying adherence to client policies and platform standards across global accounts.
• Surfaced bugs and user pain points to product and engineering teams, contributing to platform safety and experience improvements.
• Delivered 97%+ quality scores and 99% CSAT across 15,000+ resolved tickets covering campaign setup, tracking, and commission payouts.

Customer Support Agent at TTec (2018-06 – 2019-07)

• Provided first-line technical support for a website-building platform, guiding users through issues with clear written communication.
• Conducted quality analysis on team interactions and coached peers on communication and resolution technique.
• Collaborated with developers to escalate and resolve technical issues, minimizing customer disruption.

Customer Support Representative at TTec (2017-09 – 2018-06)

• Resolved customer queries across email, chat, and phone for an e-commerce company, covering orders, returns, and seller account management while maintaining high satisfaction and fast resolution times.

MBA in Financial Management – Gangadhar Meher University, Sambalpur (2017)

Bachelor of Commerce (Hons) – Sambalpur University, Dalmia College (2014)