HTML Website MakerThe difference between good and great customer experience lies in operational excellence.
For over a decade, I've been a leader dedicated to solving that challenge.
I have built and scaled ten different support teams from the ground up.
My teams don't just meet goals; they crush them.
I've scaled operations while maintaining CSAT above 90% and First Response Time under 90 minutes, even in high-volume environments.
My focus is on creating streamlined systems that empower teams to do their best work and delight your customers.
I believe that every decision should be informed by data, not guesswork. I start by establishing a clear set of KPIs, from CSAT to First Response Time, to create a transparent picture of our performance. This data allows me to identify trends, pinpoint bottlenecks, and make strategic adjustments. It’s how I’ve been able to continuously maintain a CSAT above 90% and consistently improve operational efficiency, even in high-volume environments.
My teams don’t just react to problems—we solve them for good. I specialize in designing and implementing scalable systems and Standard Operating Procedures (SOPs) that prevent issues before they start. Whether it’s creating a brand-new workflow or refining an existing process, my goal is always to build a robust, repeatable system. This proactive approach ensures our operations can keep pace with rapid growth without sacrificing quality.
I practice open and transparent communication to build a culture of trust and psychological safety. I believe in clearly articulating a vision and connecting the team’s daily tasks to a larger purpose. Through regular one-on-one meetings and clear team goals, I ensure every specialist is aligned, knows their value, and feels empowered to speak up and contribute to our shared mission.
I'm committed to a philosophy of lifelong learning and a passion for finding better ways to operate. This involves actively seeking feedback from the team, staying updated on the latest industry trends (like ITIL), and encouraging a mindset of experimentation. This commitment to continuous improvement ensures my teams remain agile, efficient, and innovative.
My most important role is to be a mentor and a coach. I've had the privilege of building and scaling 10 different teams throughout my career, and with each one, my focus was on empowering individual specialists to do their best work. Through one-on-one coaching and talent development, I foster a collaborative environment where every team member is a key driver of our success.
I build a culture of ownership and reliability by holding myself and my team accountable. This involves setting clear expectations, providing constructive feedback, and celebrating both individual and team successes. When everyone takes ownership of their work, it creates an environment where we learn from mistakes, continuously improve, and consistently meet and exceed our goals.
This is my personal tally of every ticket, chat, and email my teams and I have handled. Every number represents a customer problem solved, a system issue fixed, and a positive experience delivered.
This number reflects the complex, behind-the-scenes problems my teams have tackled, from system bugs to infrastructure challenges. It’s a testament to our technical expertise and problem-solving skills.
Over my career, I've had the privilege of leading teams that have provided support to hundreds of thousands of customers. This number represents our commitment to exceptional service and a customer-first approach.
Welcome to my collection of thoughts on leadership, operational excellence, and the strategies that build successful teams.
I had the privilege of mentoring Pradiv during their journey from a talented team member to a highly capable and successful Team Leader within our department. From day one, Pradiv stood out for their proactiveness, willingness to step up with any projects or other duties in our Support Team, and eagerness to help in any way possible to ensure our team’s success.
Pradiv consistently went above and beyond—working extra hours when needed, providing valuable resources and guidance, and stepping in to answer team questions whenever I and other Leadership were unavailable. Their positive and upbeat attitude created a motivating environment that lifted the entire team.
What impresses me most is Pradiv’s confidence, self-reliance, knowledge base and drive. They are a true go-getter—driven, efficient, and always ready to tackle challenges head-on. Beyond their impressive skill set, Pradiv is an all-around great team player who inspires others through both words and actions!
Any organization would be fortunate to have Pradiv on their Leadership Team, and I am confident they will continue to excel in any role they take on!
I had the privilege of working with Pradiv, and I can confidently say he is one of the most driven and capable professionals I’ve worked with.
Because of his impeccable work ethic, Pradiv rose quickly through the ranks within just a few months, taking on leadership responsibilities and guiding other team members with confidence and clarity. He actively stepped in and helped with onboarding and even overseeing/ supervising new reps, serving as a peer mentor and leader to fellow reps and new team members. Pradiv is versatile and knowledgeable across various areas of technical support and customer success and excels across areas like Retention/ refunds, Sales, Marketing, and Technical Support; ensuring each function delivered consistent results.
He consistently hit KPI targets and maintained clear and consistent lines of communication. With every project, he was my go-to person and he did it al with a contagiously positive attitude.
What stands out most about Pradiv is his initiative and ability to gets things done. Whether it’s solving tough problems, supporting his team, or building processes from scratch, he brings focus, drive, and results. Any organization would be fortunate to have him.
HTML Website Maker