Senior customer support leadership profile

I lead support organizations through growth and transformation by building strong team leadership, clear operating systems, and measurable execution standards.

My focus is leadership first: managing large teams, developing managers, and aligning support strategy with broader business goals so organizations move faster with less operational drag.

Primary leadership scope

• Large-team leadership and manager-layer performance systems
• Strategic operating model design for support organizations
• Service delivery governance: SLA, response, escalation, and resolution performance
• Cross-functional alignment with product, operations, and executive leadership
• Change leadership during scale, transition, and modernization

Secondary focus: platform and process architecture

• WFM operations and staffing strategy with platforms such as Calabrio
• Support platform architecture across Zendesk, Salesforce/Agentforce, and Microsoft Dynamics
• AI agent strategy and governance for in-house and third-party implementations
• Process and reporting design that improves leadership decision quality

Selected outcomes

• 40% operating cost reduction while quality metrics increased by 20 points
• 4x support capacity growth through structured leadership and operating-system design
• Multi-lingual support leadership across EMEA, LATAM, the Middle East, and North America
• 24/7/365 staffing strategy built with interval forecasting, concurrency, and skill-based pooling
• Vendor and platform spend reduced by 20% through contract and tooling governance
• Multilingual digital support scaled across eight languages with consistent quality standards

Third layer: support tooling and execution systems

• Designing practical tools for support teams when off-the-shelf systems fall short
• Using scripting and automation to remove bottlenecks and improve reliability
• Applying AI-assisted development workflows to accelerate implementation quality