Maddi L

Support Operations Lead

Oct 2023 - Dec 2025 • 2 yrs 2 mos

•Transformed complex technical information into clear, user-friendly written guidance—core skill directly applicable to editorial work. •Created and refined documentation, playbooks, and workflow instructions emphasizing clarity, consistency, and reader accessibility. •Coached team members on effective communication strategies, emphasizing clarity and user-friendly language. •Improved processes to eliminate confusion and streamline information flow across departments. •Managed multiple competing priorities while maintaining accuracy, consistency, and attention to detail. • Directed daily support operations, prioritizing cases and coordinating team briefings to maintain workflow alignment. • Built deep product expertise across multiple technical systems and coached team members on effective troubleshooting. • Held weekly 1:1s focused on performance, communication development, and individual growth. • Delivered high‑level support for global customers, ensuring accuracy, privacy, and compliance. • Troubleshot complex software, hardware, and network issues while providing clear, timely updates throughout case resolution. • Collaborated with engineering, logistics, and safety teams to resolve escalated technical issues and improve customer experience. • Implemented workflow and process improvements that reduced bottlenecks and increased operational efficiency. • Maintained detailed documentation through case notes, reporting, and workflow tracking, contributing insights for continuous improvement.

Customer Support Associate II & I

Sep 2022 - May 2023 • 8 mos

• Delivered empathetic, solutions focused support in fast paced, high volume environments. • Troubleshot device setup, connectivity issues, software functionality, and hardware performance. • Maintained strong KPI performance (AHT, CSAT, case resolution) with accuracy and privacy compliance. • Provided clear, step by step guidance to help customers navigate technical workflows. • Documented cases thoroughly and collaborated cross functionally to resolve complex concerns. • Identified recurring issues and surfaced trends to leadership and engineering. • Supported process refinement through customer feedback and operational insights.