Global Support Manager

Michael Warren

650-***-****, *******@*******.***

SUMMARY

Accomplished Global Support Manager with 15 years of experience leading cross-functional teams, optimizing Zendesk platforms, and driving exceptional customer satisfaction. Proven expertise in SaaS solution procedures, SLA compliance, and fostering a culture of DEI. Seeking to bring transformative leadership to the Support Management function, leveraging strong strategic project planning and enterprise technical support skills.

WORK EXPERIENCE

CX Press Sutter Creek, CA

Small Business Owner CX Consultant Jan 2017 - Present

* Led independent IT consultation service specializing in SaaS-based (CX) systems, integrating with Zendesk, Jira, Salesforce, PagerDuty, and Good Data to optimize client operations and enhance user experience.

* Implemented tailored multi-channel support and analytics for multiple businesses, resulting in a 50-80% decrease in escalation rates and resolution times, enhancing customer satisfaction and loyalty.

* Delivered support services and process evaluations, generating recommendations for systems and process improvements based on best practices, subsequently leading trainings to drive adoption and implementation.

* Oversaw project management for companies transitioning from legacy CX systems to Zendesk, defining settings, fields, rules, and macros to align with internal workflows and processes, resulting in streamlined operations and improved customer experiences.

PayPal San Jose, CA

Global Support Manager Aug 2021 - Jun 2023

* Managed a remote team spanning three countries to provide seamless technical support for the Simility acquisition and AI-driven fraud and risk management products during a period of exceptional growth and pandemic-related obstacles.

* Optimized Zendesk operations by customizing macros, rules, and automations, leading to a 25% efficiency improvement and a 20% decrease in response times.

* Drove a 15% increase in customer satisfaction ratings by proactively managing and resolving product escalations, engaging in detailed customer calls, and outlining clear next steps.

* Standardized and enhanced systems and processes for daily analytics, weekly scorecards, knowledge base content, and ticketing workflow, ensuring streamlined operations and superior customer support experiences.

* Introduced Service Level Agreements (SLAs) and Customer Satisfaction (CSAT) processes for all customer interactions, raising the bar for service quality and driving a 25% improvement in customer satisfaction ratings.

Workspan Foster City, CA

Director of Support Apr 2019 - Apr 2020

* Drove the strategic creation and management of a nascent SaaS solution for partner and opportunity management in large enterprises, resulting in the successful establishment of foundational processes, framework, and team.

* Assembled and mentored a diverse and proficient team adept at understanding complex customer use cases and independently resolving issues, avoiding R&D escalations, through strategic recruitment and cross- training efforts.

* Engineered the implementation of SLA models, integrated Zendesk, Jira, and Slack for escalations and customer success, and designed a user-friendly support portal with ticket tracking and a knowledge base, resulting in significantly improved service delivery.

* Partnered with R&D teams to drive the conceptualization, development, and integration of in-product features, thereby enabling customers to effortlessly upload, process, and optimize large data sets on our Google Cloud backend.

Vormetric - Thales San Jose, CA

Director of Support Jun 2013 - Apr 2017

* Achieved a 20% reduction in testing cycle time by directing Technical Support and QA teams in qualifying new releases and reproducing complex customer issues.

* Created and implemented a Zendesk-based customer request management and escalation system, leading to a modernized support platform that replaced legacy systems and increased customer issue resolution speed by 30%.

* Generated processes for product release taxonomy, SLA framework for problem reports, customer environment replication, and qualification testing, achieving a 40% reduction in product deployment time and improved release quality.

* Strengthened the support framework through quarterly reporting, mitigating potential business-at-risk situations and boosting customer loyalty, resulting in a 20% increase in customer retention and satisfaction.

Zendesk San Francisco, CA

Senior Support Manager Aug 2009 - Jun 2013

* Implemented and conducted monthly five-day comprehensive classroom trainings, resulting in a 15% increase in product knowledge, leading to a 10% decrease in customer escalations and a 20% improvement in customer satisfaction.

* Established a successful framework for key product features, driving a 25% increase in product adoption rates and significantly contributing to the product's overall success.

* Built and oversaw Zendesk's inaugural customer support organization, leading system enhancements, personnel development, and process optimizations, culminating in a 20% improvement in customer satisfaction scores.

* Directed a 10-member Level-2 support team, effectively resolving new release issues and customer escalations, resulting in a 20% decrease in escalations and improved customer satisfaction.

SKILLS

Team Forecasting, Enterprise Technical Support, Quality Assurance, SaaS Solution Procedures, Client Satisfaction Enhancement, Hiring & Recruitment, IT Infrastructure, Process Improvement, DevOps, Operations, SLA Compliance, IT Consultation, Technical Cross-Training, Strategic Project Planning, CSAT Metrics Achievement, Process Optimization,

Meetings Coordination, Global Team Leadership, Enterprise Fraud and Risk

Management, Customer Experience Management, Service Level Agreement (SLA)

Management, Global Operations Management, Training & Coaching, Diversity, Equity, and Inclusion

(DEI), Zendesk Platform Optimization, Software Quality Assurance

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