Customer Support & Operations Specialist | Team Lead | Knowledge Management Expert
I help businesses deliver exceptional customer experiences by combining technical expertise, operational excellence, and process improvement. With over 10 years of experience in global customer support, I specialize in resolving complex customer issues, optimizing support operations, and building scalable knowledge management systems.
Throughout my career, I've supported SaaS and Learning Management System (LMS) platforms, managed customer escalations, coached support teams, and collaborated with Product, Engineering, and Customer Success to improve customer outcomes. My approach focuses on reducing resolution times, improving customer satisfaction, and creating efficient, repeatable support processes.
Core Expertise
Customer Support & Customer Success
Technical Support (SaaS & LMS)
Team Leadership & Coaching
Escalation Management
Knowledge Base Administration
Help Center Management
Knowledge Article Writing
SOP & Process Documentation
CRM & Ticket Management
Quality Assurance
Root Cause Analysis
Customer Communication
Process Improvement
Cross-functional Collaboration
I have extensive experience using Intercom (including Fin AI), Zendesk, Jira, Confluence, Slack, Microsoft Teams, Google Workspace, Salesforce, and CRM platforms to manage customer interactions, documentation, and operational workflows. I also create user guides, technical documentation, interactive product walkthroughs with Storylane, and internal knowledge resources that empower both customers and support teams.
As a Customer Support Team Lead, I've mentored support representatives, managed escalations, monitored KPIs and SLAs, improved documentation quality, and implemented best practices that enhance team performance and customer satisfaction.
Whether you need customer support leadership, technical troubleshooting, knowledge management, documentation, process optimization, or operational support, I bring a proactive, customer-first approach focused on delivering reliable, high-quality results.