Maleda Tech

Customer Support

• Lead Continuous Improvement pilots and projects focused on the analysis and improvement of service for specific Customer Support business processes, increasing operational efficiency and process quality.
• Partner cross functionally with Shared Services, Policy, and Support Product to lead process impact assessments and process design for high priority changes within the Change Management process.
• Work closely with CS Analytics to design and implement process measurement systems, analyze process data, and use insights to drive successful improvement projects to completion.
• Build queries and use data analytics tools to support process improvement efforts and identify root causes.
• Deliver successful improvement projects with measurable positive impact and transition solutions to operations for sustained results, including feature launches throughout the year.
• Build and update Functional Designs showing the interactions between customer journey, agent processes, product features, requirements, and policies.
• Create and apply Failure Modes and Effects Analysis to identify failures within processes and lead the effort to mitigate or control them.
• Perform cost and benefit analyses, construct business cases for improvement opportunities, and present recommendations to senior leadership.

Senior Continuous Improvement Lead, Customer Support Operations