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Senior Manager, Customer Support
Customer support leader driving CSAT, SLA excellence, and operational scaling.
United StatesSenior Manager, Customer Support at 3Eco
Led global support organization and implemented a new enterprise ticketing system, improving workflow efficiency and data visibility while delivering year-over-year CSAT/NPS improvements and faster escalations resolution.
ZendeskSLA ManagementCSAT NPS ImprovementCross Functional Collaboration
Managed and coached customer support teams, integrated an acquired offshore support group, and used KPI analysis to optimize staffing and service delivery, improving SLA compliance and customer satisfaction.
Team LeadershipKPI AnalysisSLA ManagementNPS CSAT Follow UpCross Functional Collaboration
Resolved technical customer issues and met SLA/NPS targets while streamlining processes and collaborating with Customer Success and Professional Services to improve overall customer experience.
Technical TroubleshootingSLAProcess ImprovementNPS CSAT MonitoringCross Functional Collaboration
Gathered requirements from business owners and designed SharePoint lists and workflows to automate processes, created advanced Excel reports, and assisted in SharePoint troubleshooting to improve operational reporting.
Workflow AutomationRequirements GatheringReportingTroubleshootingExcel
Coordinated project activities and supported cross-functional teams to ensure project milestones were met and processes stayed aligned with business requirements.
Project CoordinationSchedulingReporting
Managed training programs and materials to upskill staff and ensure consistent operational procedures across teams.
OnboardingDocumentationTraining and DevelopmentPerformance Monitoring
Led the operations center team to maintain service continuity, manage escalations, and ensure adherence to operational SLAs and procedures.
Team LeadershipSLAOperations Management
Coordinated data center activities and supported operational processes between technical and business teams to ensure accurate data handling and system uptime.
Data CoordinationOperational SupportReporting
Profile sourced from Himalayas.