I am a passionate, creative, and visionary leader with a solid International background in developing, directing, and sustaining multicultural high-performance work teams.
Successfully established Support presence in Boston and Sydney, enabling true follow-the-sun coverage and significantly improving global response times and customer experience for 800+ clients across regions.
Built, led, and developed a high-performing global Support organization comprising Product Support Analysts, Support Engineers, and Team Leads across Nantes, Sydney, and Boston.
Drove strategic direction and team organization by defining clear objectives, aligning workflows, and enhancing operational efficiency, resulting in a 20% increase in SLA adherence.
Structured the Support organization by functional and technical expertise, improving cross-team collaboration and accelerating request resolution times.
Ensured customer satisfaction remained at the core of all support activities, achieving a consistent 4.7/5 CSAT score.
Managed a distributed team of 17 employees, including three direct managers, fostering leadership growth and team cohesion across multiple time zones
