PORTFOLIO

Scalable Global Support. Predictable Results. Delighted Customers.

I build customer support organizations that scale with growth, balance efficiency with quality, and deliver a world-class customer experience. Over the past decade, I’ve led global support, onboarding, and customer operations teams across SaaS, eCommerce, and technology platforms, working with customers in North America, Europe, APAC, and Latin America.

My leadership combines operational discipline, data-driven decision making, and strong cross-functional partnerships. I’ve worked closely with Product, Engineering, Legal, Finance, and Revenue teams to turn customer feedback into product improvements, optimize support operations, and create scalable, predictable systems that improve both the customer journey and company outcomes.

Case Study 1:

SaaS Customer Success Turnaround: Reducing Churn, Increasing Retention

Context: A B2B SaaS provider was struggling with a 25 percent churn rate due to inconsistent onboarding, reactive support, and limited customer engagement.

Actions Taken:
✅ Designed and rolled out a Customer Success Playbook with clear touchpoints and proactive outreach.
✅ Built a churn prediction model to identify at-risk customers early.
✅ Trained the Success team in proactive engagement and objection handling.
✅ Overhauled the onboarding process to accelerate time-to-value.

Results:
📉 Churn reduced from 25 percent to 12 percent within six months.
💰 Customer lifetime value increased by 30 percent.
📈 Renewals improved by 40 percent.
🎯 NPS score rose from 52 to 74

Key Takeaway: A structured customer success framework combined with data-driven insights can drastically reduce churn and increase long-term revenue.

Case Study 2:

Support Operations Scale-Up: Moving from Reactive to Predictive

Client: High-Growth E-commerce Startup

Context: A high-growth eCommerce platform faced rising support tickets, 48+ hour response times, and low CSAT as customer volume surged.

Actions Taken:
✅ Deployed a self-service knowledge base to deflect common issues
✅ Introduced a tiered support model to prioritize critical issues
✅ Implemented AI-powered chat automation to handle routine inquiries
✅ Established structured customer feedback loops to inform product and process improvements.

Results:
⏳ Response times dropped from 48 hours to 6 hours
💡 Ticket volume reduced by 30 percent through self-service
📊 CSAT improved from 68 percent to 92 percent.
🚀 Team efficiency increased by 45 percent while maintaining quality.

Key Takeaway: Strategic automation, knowledge management, and process optimization transform customer support into a proactive, high-impact function.

Case Study 3:

Global Expansion: Building International Operations from Zero

Context: A legal services firm needed to establish compliant operations in Latin America to support a growing global customer base.

Action Taken:
✅ Opened new operations hub in Mexico City within 90 days
✅ Completed full legal incorporation, payroll, and tax registrations ahead of schedule
✅ Negotiated vendor contracts across five regions, optimizing spend and performance.
✅ Integrated cross-functional workstreams with Legal, Finance, and Product to ensure regulatory compliance

Results:
💼 Operating costs reduced by 30 percent
🎤 Achieved 98 percent SLA adherence across regions
📈 Added seven figures in revenue capacity.
💪 Kept every market launch on schedule while clearing 30+ operational blockers.

Case Study 4:

Onboarding Leadership: Enterprise Deployments at Scale

Context: A SaaS platform was expanding its enterprise client base across North America, Europe, and APAC.

Action Taken:
✅ Managed a team of 45 consultants delivering end-to-end enterprise onboarding.
✅ Standardized global playbooks to create consistent onboarding experiences
✅ Built real-time risk dashboards to proactively flag legal, payroll, and technical gaps.

Results:
💼 Maintained 95 percent on-time onboarding delivery
🎤 Accelerated issue resolution by an average of 10 days
📈 Reduced onboarding timelines by 40 percent.

Leadership Approach

I build support teams that scale without losing quality. My leadership style focuses on:

  • Developing managers and frontline teams through coaching, feedback, and skill development.

  • Implementing scalable processes that balance automation with personalized service.

  • Using customer data to continuously improve both support operations and product experience.

  • Driving cross-functional alignment with Product, Engineering, Legal, Finance, and Compliance.

What I Bring to Senior Roles

Proven track record managing global CX, onboarding, and support teams.

  • 10-plus years managing global support teams across SaaS, eCommerce, and tech.

  • Hands-on Zendesk admin experience, plus Salesforce, Jira, Gainsight, Notion, and Intercom.

  • Deep expertise in knowledge management, automation, AI-powered workflows, and support triage.

  • Proven track record driving CSAT, NPS, SLA adherence, and churn reduction.

  • Vendor management experience with BPOs, contractors, and international partners.

  • Strong cross-functional leadership working closely with Product, Engineering, Legal, and Revenue teams.

Core Skills & Toolset

  • Support Platforms: Zendesk (Admin), Salesforce Service Cloud, Jira, Intercom, Gainsight, Notion.

  • Automation: AI chatbots, ticket deflection, knowledge base optimization, workflow automation.

  • Analytics: KPI dashboards, churn models, CSAT/NPS reporting, QA scoring.

  • Operations: Vendor management, workforce planning, international compliance, global payroll integration.

Ready to Build or Scale Your Global Support Organization?

I am actively open to senior leadership opportunities where I can bring my experience building global support teams, implementing scalable systems, and improving customer outcomes. If you’re looking for a hands-on leader who knows how to build high-performing customer support organizations that scale, let’s connect.