I am a fractional executive and advisor specializing in customer support, service operations, customer experience, and enterprise service management. I help SaaS and complex global organizations improve customer outcomes, modernize service delivery, scale operations, and turn support into a more strategic and cost-effective business capability. Most recently, as Vice President of Global Support at Vertex, I led a 24x7 organization of more than 150 employees within a 300+ person internal and outsourced ecosystem across North America, EMEA, and APAC. I redesigned the operating model, tiered services, coverage, escalation practices, knowledge strategy, performance governance, and BPO delivery. During this transformation, CSAT increased from 70% to 92%, SLA attainment improved from 65% to 90%, self-service adoption increased by 40%, escalations declined by 30%, and the organization delivered more than $5 million in savings. My experience spans SaaS, consulting, healthcare, pharmaceuticals, financial services, engineering, and technology. I have led global support and contact-center operations, ServiceNow and ITSM transformations, outsourcing initiatives, Voice of the Customer programs, and practical AI and automation strategies. I am available for fractional, interim, advisory, and transformation engagements, including: Support and service-operations assessments Customer experience and Voice of the Customer strategy Operating-model design and organizational scaling Contact-center and service-desk modernization AI, automation, knowledge, and self-service roadmaps BPO selection, transition, and vendor governance KPI, SLA, XLA, and executive-governance frameworks Interim leadership and executive coaching ServiceNow and ITSM transformation Escalation reduction and customer-retention initiatives I combine executive-level strategy with practical execution and can work with leadership teams to assess the current environment, establish priorities, and build an actionable transformation roadmap.