Summary

FAQs

• What type of companies or industries do you specialize in?

  I have over 10 years of experience supporting and leading teams in Healthcare IT, government contracting, global hospitality, and various tech-driven environments. I focus on customer-centric solutions that can be adapted to virtually any industry seeking to enhance their support operations.

• How long does it take to see improvements in CSAT and retention rates?

  Many of my clients begin to see measurable improvements (e.g., a 10–20% lift in CSAT) within the first 30 to 60 days, depending on the scope of work and size of the team. Significant, sustained growth—like my track record of increasing CSAT from 40% to 95%—is typically achieved within 3 to 6 months.

• What can I expect if I engage you on an interim basis vs. full-time?

  As an interim manager, I’ll quickly step in to stabilize and optimize your current support processes. This might include short-term projects such as backlog reduction, process re-engineering, and team training. As a full-time leader, I provide a more holistic approach—working on strategic initiatives, long-term team development, and future roadmap planning.

• How do you incorporate diversity, equity, and inclusion (DEI) into your leadership approach?

  DEI is woven into every aspect of my management style, from inclusive recruitment and onboarding to bias-free performance reviews and open communication policies. I ensure that every team member feels valued and heard, which directly impacts engagement, productivity, and customer satisfaction. I do this because I am a Human-Centric data driven leader.

• Do you also handle technical escalations and complex troubleshooting?

  Absolutely. I have hands-on experience managing both functional and highly technical escalations. I’ll coordinate closely with engineering/product teams, ensuring that complex issues are resolved swiftly and that internal documentation is updated to prevent recurring incidents.

• What tools or platforms do you typically work with?

  I’m well-versed in Salesforce, Zendesk, Intercom, Jira, and other CRM/helpdesk platforms. I adapt quickly to new tools and can recommend or implement best-fit solutions if you’re looking to upgrade your current systems.

• How do you measure success beyond CSAT scores?

  Common metrics include First Response Time (FRT), Average Resolution Time, Net Promoter Score (NPS), Employee Engagement, and Retention Rates. I also track quality and consistency of responses, agent escalation rates, and any upsell/cross-sell conversions if they’re part of your strategy.

• What’s your approach to scaling a support team as our customer base grows?

  I use a forecasting model based on ticket volume, response times, and product roadmap changes to anticipate staffing needs. I also cross-train team members to handle multiple support tiers or specialized scenarios, ensuring resilience and flexibility as your user base expands.

• Can you help us implement new processes and train our existing staff?

  Absolutely. My service includes end-to-end process design, documentation, and training programs. I work closely with your team to ensure knowledge is fully retained and that any new processes seamlessly integrate with daily workflows.

• What if my organization only needs help for a specific project, like launching a new product?

  I’m happy to engage on project-based terms as well. Whether you need short-term leadership to support a product launch or strategic guidance during an internal overhaul, we can structure a plan that fits your needs and timeline.