Role and scope

Automation · Process · Support

After years on support desks, I got good at making them quieter.

At Lightspeed I achieved 300% of support quota while maintaining high satisfaction. Then I went after the root causes: authoring internal documentation, managing the public knowledge base, and leading senior contributors creating webinars and educational content that reduced inbound volume.

I also trained new and established team members across Zendesk, PureCloud, MaestroQA, and Docebo, building enablement capability instead of just answering tickets.