I am an experienced Customer Support Team Lead with a strong record of leading support teams, managing performance, and delivering high-quality customer experiences.
I specialize in production and application support, including Level 2 and Level 3 support for critical mortgage servicing and loan applications. I effectively manage incidents, escalations, service requests, and sensitive customer issues.
I have extensive experience improving support workflows, response times, quality standards, and operational processes. I create training materials and coach team members to strengthen service delivery and team performance.
I work closely with Development, Network Engineering, Infrastructure, business users, and external vendors to resolve complex issues and support application releases, testing, and enhancements.
I also bring customer-facing experience from the real estate and travel industries, where I have managed client consultations, booking logistics, communications, and issue resolution. I am committed to providing timely, accurate, and customer-focused solutions.
I design and manage travel itineraries for diverse clients, ensuring clear communication and strong customer satisfaction.
I conduct detailed client consultations, manage booking logistics across multiple platforms, and provide direct customer support. I resolve travel-related issues promptly to maintain high service standards.
I led a customer support team delivering Level 2 and Level 3 production and application support for critical mortgage servicing and loan applications. I managed team performance, response times, communication quality, ticket resolution, and high-priority customer escalations.
I coordinated with Development, Network Engineering, Infrastructure, and external vendors to resolve complex issues and improve internal support processes. I created workflows and training materials, trained team members and business users, and supported production releases and application enhancements.
I used ServiceNow, CRM systems, and enterprise monitoring tools to manage incidents, problems, changes, and service requests. I also supported integration, regression, and user acceptance testing and provided operational status reporting to leadership.
I resolved customer issues for internal and external users while maintaining service-level agreement compliance. I provided clear customer communication and escalated complex technical issues when necessary.
I assisted with application configuration and troubleshooting, helping improve user experience and operational efficiency. I developed a reputation for exceptional customer service and collaborative team support.
Master of Science, Communication Technology
Bachelor of Arts, Psychology
Diploma, Information Technology & Network Support
This professional hasn’t added portfolio projects yet.
This professional hasn’t listed any services yet.
