• Lead and inspire a distributed Customer Success team of approximately 10 agents through targeted coaching, practical training, and individualized development support, maintaining consistent service quality across daily customer interactions. • Coordinate daily tasks, support queues, escalations, and workload distribution to improve response effi ciency, balance team capacity, and support individual and team goal achievement. • Analyze weekly KPI trends across CSAT, SLA achievement, response time, resolution time, retention, conversions, and ticket volume to identify performance gaps and adjust coaching priorities. • Track and communicate individual and team progress through Intercom, Salesforce, HiBob, and Jira reporting, aligning weekly priorities with performance trends and operational needs. • Conduct regular one-on-one meetings with team members to provide feedback, address workplace concerns, and support professional development. • Introduced an employee-feedback initiative that reduced reported stress-related burnout by 50%, strengthening team wellbeing, engagement, and productivity. • Recruited, interviewed, technically assessed, and approved approximately eight Customer Success hires based on troubleshooting logic, communication ability, and role fi t. • Led a change-management initiative that replaced material-heavy onboarding with a blended program of live shadowing, structured learning, practical demonstrations, and real customer cases, improving readiness for independent problem-solving. • Act as the escalation point for complex and high-impact customer cases while driving continuous improvement across workfl ows, documentation, knowledge-base content, playbooks, and coaching practices.

• Delivered technical Customer Success support in English to international customers across live chat and ticketing channels in a high-volume web-hosting environment. • Achieved a 95% fi rst-contact resolution rate while managing an average of seven net customer conversations per hour and maintaining a 15.46-minute average handling time. • Resolved Level 1 and Level 2 hosting issues involving email services, DNS, domains, SSL, WordPress, VPS, billing, account access, and hosting confi guration, with particular expertise in email troubleshooting. • Logged, tracked, and managed customer incidents in Intercom, ensuring accurate documentation, structured follow-up, clear ownership, and effective escalation context. • Mentored newer Customer Success agents through real-time guidance, case reviews, technical explanations, and troubleshooting support, strengthening team knowledge and independent problem-solving. • Supported customer onboarding and account setup while balancing technical accuracy, productivity, empathy, and service-level goals.

• Resolved complex and escalated software, hardware, connectivity, and operational issues involving NCR Aloha point-of-sale systems used by major restaurant chains, including Burger King, McDonald’s, and Popeyes. • Achieved a 4.9/5 customer satisfaction score by combining technical accuracy with clear, step-by-step guidance across phone, chat, email, and ticketing channels. • Formally mentored and onboarded approximately three to fi ve junior specialists while providing real-time fl oor support to additional team members. • Redesigned onboarding to emphasize troubleshooting logic, system navigation, and reliable answer-location strategies, helping new agents build reusable problem-solving frameworks instead of relying on memorization. • Created predefi ned chat and email response frameworks that guided customers through each troubleshooting stage and supported stronger fi rst-contact resolution. • Guided onsite technicians through hardware checks, cable connections, system testing, and issue isolation, coordinating with technical teams to communicate progress and resolve high-impact incidents. • Reviewed recurring interaction trends and monitored SLA performance, customer satisfaction, service quality, escalations, and fi rst-contact resolution through Intercom and Jira to identify knowledge gaps and process improvements. EDUCATION AND