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I am an IT Operations Leader and Customer Success Professional experienced in leading both technical and non-technical teams in the field of IT and SaaS support. Over the past 13+ years, I have gained extensive experience in various aspects of IT operations, SaaS operations, and customer service functions within fast-paced, customer-centric, 24x7x365 support environments. I excel as a leader and take pleasure in tasks like hiring, training, and developing others, as well as problem-solving and ensuring customer success. I possess the ability to motivate teams and transform them into high-performing business units. Moreover, I have a wealth of experience in customer relations across all levels, from engineering and end customers to C-Level executives. I am also open to travel for work opportunities.
Strategic Sales & Operational Leadership:
- Cultivate, expand, and sustain relationships with crucial industry and community partners.
- Offer vital negotiation and planning expertise to align with business objectives, boosting sales.
- Develop and execute new processes, policies, and teams within the operations organization to improve client delivery and enhance customer experience.
Leadership in Directing Technical Teams:
- Utilize interpersonal skills to strengthen team unity, foster cross-departmental relationships, and improve communication.
- Proficient in working with both technical and non-technical teams, internal and external customers, and management at all levels.
- Efficiently collaborate with engineering teams and supervisory members, delegating tasks effectively.
- Head IT and SaaS teams to develop standard operating procedures, prioritize crucial tasks, and enhance technical expertise and critical thinking across the organization.
Strong Technical Background:
- Extensive experience with Windows OS, ServiceNow, Cisco Voice, Contact Center solutions, Sales Force, JIRA, Slack, Intercom, Zoom, Hubspot, Atlassian, Hotjar, and Shopify.
- Profound understanding of platforms crafted for network monitoring, ensuring availability, performance metrics, and data collection for reporting and analytics.