Mustachio (above) powers Lee's work. 

I do my best to better myself every day. I operate with a continuous improvement mindset and bring this into overseeing business operations while developing scalable systems, processes, and procedures. I'm well-versed in planning, resourcing, and executing projects for the delivery of systems and solutions while tracking and communicating progress to stakeholders. With years working at fast-paced B2B SaaS companies, I've become an expert in building and leading teams, delivering quality technical support and service, and identifying and resolving operational problems for organizational success. 

Competencies

Business Operations · Project Management · Process Management · Analytical Problem Solving · Cross-functional Team Leadership · Support Strategy · Training and Development · Team Building · Progress Reports · Business Relationships · Technical Support · Frontend & Website Development · Customer Service and Satisfaction · Data/Trend Analysis · SaaS · Performance & Change Management  ·  Net+ Certified  ·  Scrum Certified  · SQL  · HTML/CSS  ·  Javascript  · JIRA  ·  Asana  ·  Zendesk

Professional Experience:

XOCOLATL CHOCOLATE, Atlanta, GA 2023 - Present 

Chocolatier, Operations  

I handle things from bean-to-bar creation to IT services of an ethically-conscious small batch chocolate company.  

• Sorting, roasting, and winnowing up to 150kg of various cacao beans.

• Mixing, tempering, and packaging of various chocolate products ranging from 100% dark chocolate to “Georgia Boy.”

• Performed a diverse range of responsibilities including administrative support, IT assistance, and digital marketing strategies.

BORROW MICROLOANS, Atlanta, GA 2023 - Present 

Founder, Operator 

Founded mission-driven peer to peer microloan LLC focused on providing short-term loans to individuals in need. Structured company around empowering individuals to break the cycle of poverty and thrive through financial literacy and providing microloans without any set interest fees or specific return windows.

• Established company strategy, which focuses on transparency, simplicity, benevolence over profit, and assisting borrowers build wealth alongside their loans.

• Hired and trained 3 operators to assist in handling daily operations.

• Successful funding and repayment on 280 loans for 161 individuals in 2023.

• Consistent upward trend in net return and downward trend in defaulting, resulting in 4-figure MRR within 6 months.

ZENDESK, Atlanta, GA 2022 – 2023 

Customer Advocacy Manager

Oversaw a team of up to 15 AMER region Technical Support Engineers and Specialist Engineers in diagnosing and resolving complex problems and issues impacting Zendesk users. Managed cross-team projects and operations in partnership with training, documentation, self-service, and advocacy operations.

• Enabled promotion of 4 staff and lateral career transitions of 7 staff to other teams by facilitating collaboration and team building, working to increase trust and efficiency of the  team.

• Raised the team from the bottom third percentile to second best in the AMER region by driving the adoption of a new ticket handling methodology for advocates that involved training sessions and individual and team meetings.

• Boosted team performance from 12 solves/week and 85% CSAT to 38 solves/week 92% CSAT by managing performance, coaching direct reports through personal/professional challenges, and increasing KPIs.

• Increased department CSAT scores by collaborating at peer level in decreasing ticket first response time, time to resolution, and delivering exceptional services and experiences.

CARVANA, Atlanta, GA 2021 – 2022

Partner Support Manager

Spearheaded projects in building and scaling an enterprise support department servicing 4,000 partners. Developed processes, recommended areas for continuous improvement, and identified and fixed operational problems. Managed cross-functional teams, training, performance tracking, technical support, and created weekly progress reports. Hired and led a team resolving hardware, software, and feed integration problems through phone, email, text, and chat systems.

• Achieved 93% CSAT, 20-minute average first reply, and 3 days to resolution for 1,800 tickets and $80M ARR by rolling out a Zendesk ticketing platform for chat, email, and phone and connecting to existing addresses/numbers.

• Saved $250K+ annually by consolidating existing Alternate Vehicle Sourcing (AVS) project into Partner Support by creating an AVS umbrella brand within ticket platform and training existing employees on AVS systems.

• Grew support department from assisting 10 partners to 350 with additional enterprise-focused support, resulting in 100% CSAT, 37-minute average first reply, and 4 days to resolution of 1,501 tickets in 2021.

MAILCHIMP, Atlanta, GA 2016 – 2021

WFM Analyst (2018 – 2021)

Analyzed workforce management processes and initiatives for 400+ employees that involved advising on staffing needs, monitoring volume trends, staffing adjustments, and budget forecasting. Created/documented Support WFM processes.

• Championed the set up and roll out of new WFM tools and features for Zendesk, Calabrio, and Agyle Time in collaboration with Accounting, Legal, IT, Security, Support, and Support Operations.

• Administered client business relations while analyzing and discussing data and trends for scheduling and forecasting for the Support, Specialists, Billing, and management teams.

Support Admin Lead (2017 – 2018)

Developed, implemented, and refined Support Customer Experience, a companywide CX education and culture building shadowing program for 600+ employees. Managed ticket traffic control for all user-facing channels across Support, Billing, and Compliance. Planned, coordinated, and executed holiday scheduling across all teams.

• Improved agent impact while maintaining 82% adherence by creating and managing shift schedules for 150+ agents and managers across 24/6 scheduling window, as well as enforcing and documenting schedule adherence.

• Facilitated smooth running of general business operations while improving processes by providing business insights to senior support leadership team based on observations and analysis.

Support Technician (2016 – 2017)

Delivered quality technical support to users by troubleshooting and resolving issues with Mailchimp SaaS platform via email and chat. Communicated updates to the user base and provided feedback to engineering.

• Achieved 95%+ satisfaction rating while exceeding company goals of 40 solves per day and assisting in training, shadowing, and project management cases.

HELI-FUN ENTERTAINMENT, Atlanta, GA 2014 – 2020

Founder

Founded company, designed a toy called a Heli-Fun Copter, and administered business operations, including advertising, branding, marketing, supply chain and inventory control, product design, and manufacturing.

• Grew company to 8 part-time employees for efficient business operations running, achieved $34K in second year, and secured 40+ vendor partnerships in FL, GA, CO, with groups such as Pride Atlanta and Comic-Con.

APPLE, Fort Myers, FL 2012 – 2016

Manager (2014 – 2016) 

Coached teams of 12-30 frontline and senior iOS/Mac employees while maintaining team metrics above 90% CSAT, 30 calls per day, less than 30% escalation rate on frontline teams, and over 50% takeover rate on senior teams.

Trainer (2013 – 2014)

Trained and mentored employees through live-calls and chats on all Apple hardware and software available. Created, presented, and analyzed data from training material for Mac T1 and T2 employees.

• Created MacOS troubleshooting content for internal and customer facing knowledge base at support.apple.com/mac.

Advisor (2012 – 2013)

Provided remote technical support for Apple devices within Tier 1 Mac AppleCare. Transitioned into rotations in T2, training, management, and data analysis. Piloted international AppleCare chat for MacOS devices.

• Ranked in top 2% of 23,000 AppleCare advisors for understanding user concerns and problems and implementing efficient resolutions with high user satisfaction ratings.