- Team Development Leadership: Directed the professional growth of six Technical Support Specialists, employing targeted training and comprehensive review systems to achieve a 40% improvement in team skill levels and a 30% increase in efficiency.
- Innovative Onboarding Strategy: Crafted and implemented new onboarding and training tools from a remote-first perspective, including a custom Trello board and an email drip campaign, which streamlined the ramp-up process, reducing time to full productivity by 50%.
- Exceptional Customer Support: Managed escalations and provided top-tier support, which contributed to a 35% increase in customer satisfaction ratings by providing timely, accurate problem-solving and fostering positive internal and external relationships.
SurveyGizmo
Technical Support Team Lead
2017–18