Summary
Customer support lead who turned a 6-person inbox-only team into a measured, SLA-driven org. Cut first-response time 60% while lifting CSAT to 4.7/5.
Experience
- Built the first CSAT and SLA reporting in Zendesk — weekly review with the COO.
- Hired and onboarded 4 new agents — average ramp time 5 weeks.
- Designed a tier-2 escalation path with engineering — cut bug-related tickets 40%.
Skills
- AI resume builder
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