Customer Support Manager
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An innovative and performance-driven Customer Support Manager and a key member of the leadership team, with extensive experience building customer experiences and continuously improving processes and procedures. Proven ability to identify and understand customers’ needs, create solutions, and deliver value.
♦ 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧 / 𝐑𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩 𝐁𝐮𝐢𝐥𝐝𝐢𝐧𝐠: Exceptional communication and presentation skills. Influencer with the ability to build robust and mutually beneficial business relationships at all levels.
♦ 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭: Certified Scrum Master, experienced in leading full-lifecycle projects from planning to delivery. Bringing projects in on time and within budget while accomplishing project objectives.
♦ 𝐂𝐨𝐧𝐭𝐢𝐧𝐮𝐨𝐮𝐬 𝐈𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭: Experienced in root-cause analysis, data-driven solutions, and process re-engineering.
♦ 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩: Expensive experience building and developing high-performing, customer support teams.
♦ 𝐌𝐢𝐬𝐬𝐢𝐨𝐧 𝐃𝐫𝐢𝐯𝐞𝐧: Passion for creating vision, setting course, and aligning people, processes, technology, and relationships to deliver operational excellence and customer success.
♦ 𝐓𝐫𝐮𝐬𝐭𝐞𝐝 𝐏𝐚𝐫𝐭𝐧𝐞𝐫: Interacting with key stakeholders, including senior leadership, ensuring alignment, and providing strategic advisement on process improvements, customer intelligence, and business strategies.
♦ 𝐓𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐒𝐤𝐢𝐥𝐥𝐬 / 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠: Microsoft Office, Jira, General Assembly, Front End Web Development class focusing on HTML, CSS, JS, and Jquery.
𝐂𝐎𝐑𝐄 𝐂𝐎𝐌𝐏𝐄𝐓𝐄𝐍𝐂𝐈𝐄𝐒
★ Customer Support Leadership
★ Client Relationships / Success
★ Process Design / Improvements
★ Team Building / Development
★ Project Management
★ Customer Insights / Intelligence
★ Customer Retention / Loyalty
★ Performance Management / KPIs
★ Complex Problem Resolution
★ Operational Efficiencies
★ Metrics / Data-Driven Decisions
★ Documentation / Reporting
★ Escalated Issue Management
★ Strategic Planning / Roadmaps
★ Workflow Process Development
★ Cross-Functional Collaboration
★ Best Practices
★ Hiring / TrainingAn
