Senior Support Specialist at Medialab AI, Inc.

Led technical support escalations for all brands for apps, websites, and API offerings. Onboarded, trained, and led several BPO teams handling front-line support requests – providing support to audiences as small as 1,000 MAU and as large 500M MAU. Tracked and optimized BPO team performance, driving a 20% reduction in invalid escalations in support of team, platform, and company KPIs. Partnered with Product Managers to prioritize bug fixes, new features, and platform changes based on quantifiable metrics and user sentiment, requests, and key challenges - maintaining over 98% CSAT ratings. Created automation triggers and two-touch escalation processes that increased ticket deflection up to 80% across multiple workflows. Oversaw mechanisms to provide user data in compliance with valid CCPA/GDPR requests – automating tools servicing over 3,000 requests per month with immediate resolution. Built and maintained user communities for multiple brands to gather, analyze, and represent criti