I am a passionate, creative, and visionary leader with a solid International background in developing, directing, and sustaining multicultural high-performance work teams.
Unified Support and Maintenance into a single, high-impact organization of + 30 People (14 Software Engineers, 10 Product Support Analysts, a Support Operations Lead, 1 Staff Engineer, 1 Product Manager, 2 Support Managers, and 2 Engineering Managers) across Nantes, Boston, Sydney, and London.
Built a customer-centric organization dedicated to exceptional service quality, improved product reliability, and seamless user experiences across all regions.
Drove operational excellence resulting in a 25% improvement in SLA adherence, stronger process consistency, and faster issue resolution.
Reduced the mental load for Product Support Analysts through better workload distribution, improved tooling, and clearer specialization.
Strengthened cross-team collaboration and alignment between Product, Engineering, and Support, increasing organizational impact and shared ownership of customer outcomes.
Championed best practices and led the implementation of the company’s first Customer Support product, elevating both service quality and product feedback loops.
