I am a dedicated customer service and technical support professional with a passion for problem-solving, process improvement, and team development. With extensive experience in SaaS support, troubleshooting, and cross-functional collaboration, I excel at streamlining operations, enhancing customer satisfaction, and driving continuous improvement. 

Currently, I work as a Customer Service Representative, where I manage technical inquiries, service tickets, and customer training through a Learning Management System (LMS). Previously, as a Technical Support Specialist, I provided advanced SaaS support and maintained a 97.8% Customer Satisfaction rating while handling over 5,500 calls in 2023. 

Before transitioning to SaaS, I held leadership roles at a locally owned Security Systems Company, overseeing multi-state service operations, leading a team of 10-14 employees, and implementing process automation strategies to improve efficiency and reduce costs. My background in procurement, vendor relations, and strategic sourcing has also given me a strong foundation in optimizing business processes. 

I thrive in collaborative environments where I can leverage technology and operational strategies to enhance performance. Whether troubleshooting technical issues or developing teams, I am committed to delivering exceptional customer experiences and driving meaningful improvements.