•Led customer success initiatives focused on improving retention, customer experience, and long-term customer value in a SaaS hosting environment •Drove proactive customer communication around service improvements, incidents, and operational changes, strengthening transparency and trust •Conducted customer research through surveys, interviews, and targeted outreach to identify friction points and inform service enhancements •Implemented workflow, tooling, and process improvements to increase operational efficiency and consistency across the Customer Success function •Oversaw preparation and review of customer offers, ensuring accuracy, alignment with customer needs, and business competitiveness •Managed and developed a remote Customer Success team through regular feedback, performance reviews, and ongoing coaching •Made hiring decisions, onboarding, role changes, and compensation recommendations •Facilitated regular team meetings to align priorities, review progress, and continuously improve execution

•Reviewed customer communications from technical support agents to ensure quality, accuracy, and adherence to service standards •Provided structured, actionable feedback to support agents, improving response quality and customer experience •Created detailed monthly performance reports to evaluate agent effectiveness and identify improvement opportunities •Partnered with department managers to share insights and recommend targeted coaching and process improvements

•Led daily operations for a technical support shift, ensuring efficient workload distribution based on team skills and capacity •Monitored team performance in real time and provided guidance, feedback, and task prioritization to maintain service levels •Delivered hands-on technical support to customers via tickets and live chat in high-volume environments •Troubleshot complex hosting and WordPress issues involving servers, DNS, PHP, MySQL, and email •Performed advanced website optimizations to improve site speed, stability, and performance •Monitored server health and responded quickly to incidents to minimize customer impact

Customer Success Foundations Professional Certificate by ChurnZero

ChurnZero

2025

Credential ID: 9a15bd7cdaa8ae706cc683696cad34d40c321db816743822c7558e1617a539a8

Zendesk Customer Service Professional Certificate

Zendesk

2023

Credential ID: 411c147977b60fc170fbd5ca38657f49c5f076b57ffffc704a52cb90f49dc0a7