Angelo Mazzola

Versatile and results-driven Operations Lead, Team Leader, and Technical Support Specialist with over 20 years of experience streamlining workflows, leading high-performance customer service teams, and optimizing backend technical infrastructure. Proven success managing operations in fast-paced startup environments and establishing support standards for enterprise organizations. Recognized for exceptional communication, strict quality standards, and consistent problem-solving.

New Initiatives Lead II / Senior Coordinator, Pre & Post Route Operations at Veho Inc. (2023-01 – 2026-02)

• Resolved critical driver-partner inquiries utilizing Zendesk, Linear, and Twilio Flex.
• Spearheaded manual pickup route building/publishing via Hermes, ensuring optimal logistics mapping.
• Conducted investigations on risk-related activity including falsified documentation, credentials, and missing packages.
• Analyzed daily and weekly operational metrics (ROAs) using Metabase SQL queries and exported reports for cross-functional alignment.
• Supported 30+ regional markets and remote engineering teams via targeted operational coordination on Slack.

New Initiatives Pickups Coordinator at Veho Inc. (2022-05 – 2023-01)

• Instrumental in expanding and scaling the high-growth New York City (NYC) logistics market.
• Co-authored foundational Notion SOPs and training documentation utilized nationwide.
• Selected as the initial team member to design and run logistics routes on Hermes; trained and onboarded incoming staff.
• Honored as Co-Teammate of the Month (August 2022) with an impeccable attendance record.

Apple Program Team Leader at Kelly Connect (2018-07 – 2021-11)

• Managed, coached, and inspired a high-performing remote team of 12 to 21 Apple technical support advisors.
• Conducted recurring 1-on-1 coaching sessions and facilitated weekly strategic team alignment meetings.
• Monitored key metrics (CSAT/DSAT scorecards) and security audits to keep team outcomes aligned with strict customer satisfaction metrics.
• Promoted internally to Team Leader after demonstrating exceptional customer support expertise for 16 months.

Technical Support Specialist at Sutherland Global Services (2010-01 – 2015-07)

• Delivered advanced troubleshooting for Cox Communications internet and digital video architecture.
• Configured, provisioned, and managed network modems utilizing industry standard software (IDM, INAV, Avaya).
• Achieved an outstanding First Call Resolution (FCR) score of 90.4% and a 97.07% Average CSAT rating.

Bachelor of Science in Information Technology – American InterContinental University (2004 – 2005)

Associate of Business Administration in Business Administration – American InterContinental University (2003 – 2004)

Computer Science Studies in Computer Science – Sacred Heart University (1996 – 1997)