Customer Success & Support Lead at NIBBLES (2023-01 – 2025-01)
Recruited to build Customer Success and Support operations for a growing fintech and pet insurance platform offering credit products and insurance solutions.
- Built the company's Customer Success and Support functions from the ground up for a fintech platform, establishing service processes, onboarding frameworks, and operational standards that supported rapid customer growth across credit card and pet insurance products.
- Architected and implemented the full Zendesk support platform (triggers, automations, macros, and reporting dashboards), creating scalable workflows that reduced ticket backlog by over 40% and improved operational visibility for high volume fintech and insurance support operations.
- Developed KPIs, CSAT metrics, and customer health indicators that gave leadership clear insight into support performance and portfolio risk while leading high volume operations handling thousands of tickets across credit card, payments, and pet insurance programs.
- Partnered with Risk, Fraud, and Operations teams to monitor account activity, support fraud prevention and dispute resolution initiatives, and serve as the senior escalation point for complex customer and financial issues.
- Supported and escalated complex fintech operational issues across payments, credit, KYC, fraud, OFAC/sanctions screening, customer complaints, and compliance workflows.
- Collaborated with Product and Engineering on payment flows, card program features, and insurance claim workflows to improve first contact resolution and reduce escalations related to transactions and coverage.
Customer Support Operations Manager at FULLSTEAM / KALEIDA SYSTEMS (2022-01 – 2023-01)
Brought in to rebuild and stabilize support for eRSP, a healthcare software platform used by home care agencies for medical records, clinical documentation, billing, and its integrated payments product (eRSP Pay).
- Rebuilt the support team structure, implemented SLAs and operational processes, and recruited/trained staff supporting medical records management, clinical documentation, billing, payment systems, and new customer onboarding/implementation for 5,000+ home care agency customers.
- Launched a proactive Customer Success initiative focused on high value and at risk accounts that reduced churn by 15% and strengthened long term retention through targeted engagement and health scoring.
- Led customer onboarding and implementation support initiatives; implemented workflow automation with Asana and Zapier and developed a Customer Journey Map that improved visibility across the full customer lifecycle, onboarding, go live, and payments adoption experience.
- Managed payment processing escalations, chargebacks, and complex billing/medical records support issues for the eRSP Pay platform; partnered with product and operations teams to drive adoption and growth, surpassing projected goals by more than 25%.
- Supported launch of Product and Customer Advisory Boards to gather feedback on medical records workflows, clinical features, platform usability, and payments capabilities to guide continuous product improvement.
- Managed relationships with several high profile enterprise clients, identifying expansion opportunities in both software seats and payments volume while strengthening long term partnerships.
Support Manager at VITUSVET (2021-01 – 2022-01)
Oversaw support operations for a veterinary software platform serving clinics and hospitals, including practice management, integrations, and related financial workflows.
- Managed day to day support operations including staff development, escalation management, coaching on troubleshooting and customer communication, and support for customer onboarding and system implementation.
- Resolved complex escalated issues related to system workflows, third party integrations, payment and billing configurations, and core platform functionality.
- Implemented operational improvements that enhanced phone support efficiency, streamlined onboarding and implementation support processes, reduced average handle time on financial and configuration issues, and improved overall customer experience.
- Partnered with Product and Engineering on recurring integration and configuration issues that impacted clinic billing and payment processes, helping prioritize fixes that reduced repeat contacts.
Technical Support Supervisor / Team Lead at DATAMAXX (2010-01 – 2021-12)
Supported mission critical law enforcement software used by public safety agencies nationwide, where system uptime and rapid incident resolution were essential to field operations.
- Led a technical support team of 10+ responsible for maintaining production environments used by law enforcement agencies across the country.
- Provided senior technical leadership for high impact production incidents, prioritizing response and coordinating resolution with engineering and QA.
- Led new product implementations and customer onboarding for law enforcement agencies, coordinated training, and partnered with engineering and QA to investigate defects and resolve production issues during and after go live.
- Worked directly with law enforcement agencies on system upgrades, implementations, and ongoing maintenance in compliance with operational and security standards (CJIS / NCIC).
- Diagnosed and resolved system integration issues (including XML and HTML configurations) and utilized SQL queries to analyze database records and support troubleshooting of integrations and application performance.
Technical Support – Projects, Part Time at DATAMAXX (2021-01 – 2022-01)
