A little about me
Customer Support is a passion of mine, and I often see companies who don’t implement it well. Slow response times, unhappy employees, limited automation tools, and low customer satisfaction are just some of the issues I see on a regular basis. My clients partner with me because I bring a unique, tech-oriented perspective to all of my relationships, with a heavy focus on automation, improved CX for your customers, and employee happiness.
My Support journey began soon after I finished my undergraduate degree at Marist College, a small liberal arts school in Poughkeepsie, NY, where I go a degree in Applied Mathematics. After graduating, I got my first “real” job as a Support Analyst at a small SaaS company called Exago, which built embedded reporting software. Here, I got my introduction to the Tech industry, agile project management, and my first taste of life as a Support Agent. When the opportunity arose for my responsibilities to expand into managing the software we used everyday, Zendesk, I jumped on it. I started digging into how our processes worked at the most granular level possible, and began making improvements. I was hooked.
I used that experience in building Support work streams from Exago and parlayed it into a full-time Support Manager role at Click Therapeutics, an NYC-based biotech firm that builds Digital Therapeutics, or DTx - phone apps which are meant to to be prescribed as medication for mental diseases like depression and schizophrenia. At Click, I started as the very first Tech Support agent, and have built from the ground up a scalable customer support, now managing a small team of 6 agents providing 16 hour/day 7 day/week coverage for clinical trials and commercialized products with thousands of users.
Soon after starting at Click, I realized how valuable this experience truly was, and decided to share it with the world. In 2021, I started consulting on Upwork, and have helped clients in many industries - software, logistics, marketing, eCommerce, Finance, and even THC product distribution, build scalable support processes that keep managers, employees, and customers happy.
I live in New Rochelle, NY with my amazing long-term girlfriend, Lindsay. Outside of work, I love reading, hiking, running, biking, and sports (big Giants and Knicks fan!). I’m always eager to meet new people and tackle new challenges - so book some time to chat!
