• Lead a cross-platform technical support and community operations team, overseeing high-volume player issues and feedback across major platforms while aligning support initiatives with product development goals.
• Implement efficient support workflows via Zendesk and community channels (Discord, Facebook), ensuring fast response times and empathetic assistance for a global player base.
• Analyze support metrics and player feedback to drive continuous improvements—informing bug fixes, game balance changes, and knowledge base updates that enhance the player experience.
• Develop internal documentation (SOPs, escalation protocols, training guides) to standardize processes and successfully onboard new support team members.
• Handled complex technical support cases and player escalations, acting as a subject-matter expert while mentoring junior support agents to maintain high service quality and consistency.
• Provided front-line support to players across PC and console platforms, resolving a high volume of inquiries with a focus on technical troubleshooting, customer satisfaction, and timely issue escalation when necessary.

Skills: Team Leadership · Time Management · Problem Solving · Decision-Making · Databases · QA

• Led a remote care operations team of 8–10 back-office support members at a pediatric health-tech startup, managing a large caseload of client families and coordinating between clinical, operational, and administrative departments to ensure seamless, high-quality service delivery.
• Improved case management workflows by developing standard operating procedures and maintaining detailed client records, which increased operational efficiency and client satisfaction.
• Spearheaded the onboarding of new client families by coordinating documentation and insurance verification, accelerating the intake process and ensuring compliance with all requirements for care services.
• Managed the insurance authorization process for ABA therapy, coordinated with clinical teams to ensure timely approvals, reviewed medical documents for compliance, and improved workflows to reduce delays and boost efficiency.
• Supported day-to-day care operations and administrative tasks, building foundational expertise in customer support and healthcare operations through direct client interaction and data management.

Skills: Team Leadership · Time Management · Problem Solving · Decision-Making · Databases · Leadership

• Managed billing support and resolved sensitive customer issues for an IT services provider, handling payment disputes and refunds with a focus on customer retention, accuracy, and compliance in high-pressure scenarios.

Skills: Business Development · Client Relations · Conflict Resolution · Problem Solving · Decision-Making

• Drove business development and client acquisition for a Shopify web development agency, managing the full sales cycle and maintaining strong client relationships that contributed to a 5-star service reputation.

Skills: Sales · Digital Marketing · Process Improvement · Business Development