With over a decade in technical support and customer success, including five years in the gaming industry, I specialize in optimizing customer journeys, driving strategic improvements, and building high-performing teams. My passion ultimately is serving customers, whether its taking an experience a client has to revamp documentation to making a note around frequently asked questions to implement some automation around this. Nothing beats working cross-functionally and pushing the boundaries with creative problem-solving. The end goal is to ensure the customer experience acts like a reference for other potential customers thus ensuring the biggest ambassadors are your users. My background includes leading initiatives to enhance customer satisfaction, advocating for user needs, and aligning customer insights with business goals. Skilled in agile methodologies, cross-functional collaboration, and a range of technical tools, I’m passionate about creating seamless, impactful customer experiences that support both user success and organizational growth. I have experience with the following: - Designing and implementing end-to-end customer experience strategies across touchpoints - Building and optimising customer service processes, escalation workflows, and knowledge bases - Setting up or improving CRM, helpdesk, or chat platforms (e.g., Zendesk, Intercom, HubSpot) - Developing feedback loops (e.g., NPS, CSAT, VoC) and turning insights into action - Creating customer onboarding, retention, and renewal frameworks - Managing or coaching support teams, CSMs, or offshore agents - Aligning customer success metrics with business goals and product experience - Collaborating with product, marketing, and operations to enhance customer journey