Resume

Work
Experience

2021-2024

Increased Customer satisfaction rate from ~80% to 95-100% while also increasing our response rate by 100%.
Reduced the average customer response time from 8 hours down to 30 minutes within 3 months.
Analyzed trends in product weaknesses, especially in feature releases, to identify and address root causes, improving product quality and customer satisfaction.
Enhanced defect resolution by 40% through the implementation of Loom for defect and product feedback, leading to improved customer experience and streamlined bug ticket management.

2016-2021

Recruited, trained, and managed a 14-member 24/7 support team from inception, fostering a high- performance culture and ensuring round-the-clock exceptional customer service.
Collaborated with product and engineering teams to establish a data-driven defect priority system, resulting in a 20% reduction in average resolution times and improved overall product performance.
Effectively mentored team members, leading to numerous promotions within the company, showcasing a commitment to career development and talent growth.

2013-2016

Provided high-quality support for MakerBot Printers and Software, addressing over 200 individual tickets weekly.
Collaborated with software development teams to provide feedback on user issues, contributing to product quality improvement.

2004-2009