Open To Work
Aimee Wadsworth
Work Preference
Summary
Data-driven, forward-thinking Customer Support Executive with years of progressive leadership scaling high-performing global support organizations within high-growth B2B SaaS and enterprise technology markets. Expert in defining global support strategies, driving operational excellence, and leveraging AI-powered capabilities to optimize workflows and maximize ticket deflection. A collaborative partner to Product, Engineering, and Customer Success teams, specializing in translating customer support data into tangible product enhancements and long-term customer retention. Deep business acumen with a proven track record of designing executive-level reporting frameworks, establishing world-class QA standards, and fostering accountability-driven cultures that transform the customer experience
Work History
Customer Support Manager – Global Support Operations
Appriss Retail/The Retail Equation
Irvine, CA
03.2023 - Current
- AI-Powered Optimization: Spearheaded the integration of Claude AI into the global support ecosystem, intentionally balancing human support with automated workflows to maximize ticket deflection.
- Data-Driven Leadership: Architected comprehensive Jira dashboards to provide executive leadership with granular visibility into critical health metrics, including CSAT, escalation rates, SLA performance metrics, and first response time (FRT).
- Cross-Functional Influence: Formulated structured communication channels with Product, Development, Infrastructure, and Customer Success to ensure customer feedback directly influenced product roadmaps and mitigated recurring technical issues.
- Escalation Ownership: Served as primary escalation point for complex client issues, ensuring swift resolutions.: Functioned as the ultimate point of escalation for enterprise client accounts, engineering swift root-cause corrections and building long-term, trusted customer relationships.
- Organizational Design: Structured the department's job descriptions; introduced a specialized Lead Support Engineer tier to optimize regional coverage and escalation pathways.
- Talent & Onboarding Strategy: Designed and executed the department's first formalized onboarding process for new hires. Introduced soft-skills training programs, successfully transforming team culture, and improving employee satisfaction scores from "unhappy" to "very happy."
Certified Support Manager
Solarwinds
Austin, TX
10.2019 - 01.2023
- Operational Excellence: Led strategic initiatives within global support org, translating data-driven insights into optimized processes that enhanced CSAT and NPS scores.
- Service Delivery Optimization: Supported strategic transition to tiered service level architecture, maximizing resource utilization and expediting resolution times for complex enterprise accounts.
- Cross-Functional Alignment: Collaborated with Engineering, Product Development, and Executive Management to synchronize daily support operations with business objectives and drive service improvements.
- Performance & Coaching: Managed, mentored, and monitored KPIs for a team of 8–15 technical support professionals, establishing clear pathways for upward mobility and internal promotion.
Senior Manager, Support & Service | Manager, Support & Service / Customer Service Manager
iSolved, Inc./Qqest Software Systems
Salt Lake City, UT
05.2006 - 08.2018
- Service Delivery Optimization: Devised and launched the strategic transition to a tiered service level architecture, maximizing resource utilization and accelerating resolution times for complex enterprise accounts.
- World-Class Quality Assurance: Conceptualized and executed the first formal Quality Assurance (QA) framework in company history, orchestrating a monumental lift in customer satisfaction survey scores from 2.6/5 to 4.89/5.
- Efficiency Optimization: Re-engineered support workflows, reducing average call handle times from 45 minutes to 17 minutes and hold times from 35 minutes to 8 minutes.
- Scale & Workforce Management: Oversaw operations for up to 42 direct reports; established dedicated Workforce Manager (WFM) function, reducing absenteeism and tardiness by 15%.
- Capability Building: Instituted topic-specific, skill-based training frameworks to rapidly scale team product knowledge, resulting in higher employee productivity and enhanced service delivery.
- Performance Architecture: Developed and implemented structured performance review tools and coaching rubrics to align team metrics with organizational growth targets.
Skills
- AI & Technology Ecosystem Optimization
- Service Level Architecture
- SLA, KPI & Escalation Management
- Executive Dashboards & Support Analytics
- Global Support Strategy & Scaling
- Cross-functional collaboration
- Workforce Planning & Organizational Design
- Continuous Process Improvement
- Talent Development & Culture Transformation
Certification
- ServiceSkills Customer Experience Certified | 2024
- Certified Support Manager (CSM) | 2022
- Six Sigma White Belt Certified (Continuous Process Improvement & Operational Excellence) | 2019
Timeline
Customer Support Manager – Global Support Operations
Appriss Retail/The Retail Equation
03.2023 - Current
Certified Support Manager
Solarwinds
10.2019 - 01.2023
Senior Manager, Support & Service | Manager, Support & Service / Customer Service Manager
iSolved, Inc./Qqest Software Systems
05.2006 - 08.2018