Aldith Gratton

• Built, scaled, and later restructured a multi-channel healthcare member support organization from launch to 18,000+ members, growing to 50 agents and 3 managers, then reducing to 5 agents and 1 team lead to control costs while sustaining 98% CSAT.
• Redesigned operating model and service hours from 24/7 to 8am– 8pm (Mon–Fri), aligning staffing with demand and reducing client grievances by 90%.
• Owned all member support channels (phone, chat, email), implementing Zendesk to manage 700+ monthly tickets and improve SLA performance to first response within 1 business hour.
• Reduced average handle time to 30 seconds through automation and AI-driven tooling, including call summarization, ticket deflection, and standardized response frameworks.
• Partnered with Product, Clinical, and Compliance leaders to translate member feedback into operational and product improvements while maintaining HIPAA, SOC 2, HITRUST, and PCI compliance.
• Owned end-to-end talent strategy, including hiring, onboarding, coaching, and performance management for a psychologically safe, high-accountability organization.

E-commerce Mattress Brand, Liquidated July 2021

• Led the customer support and success department, managing 4 onshore team leads and 45 agents across a 24/7 customer experience operation.
• Designed and implemented a global offshore support model, adding 50+ offshore agents and 4 team leads to enable full 24/7 coverage while reducing operating costs.
• Executed a workforce transformation, reducing the onshore team from 45 to 20 agents while maintaining service quality through the offshore (BPO) model. Drove a rapid turnaround in customer experience, increasing CSAT from 60% to 98% within three months through standardized processes, improved escalations, and quality coaching.
• Implemented Zendesk as the centralized support platform, improving customer communication, escalation visibility, and leadership oversight of performance metrics.
• Built onboarding, training, and performance management programs, establishing clear accountability and repeatable service standards during rapid change.

Includes leadership, consulting, and hands-on roles across Zendesk administration, customer operations, and support technology in SaaS, ecommerce, and healthcare environments.

• Customer operations and support technology leadership across healthcare, SaaS, and e-commerce organizations, specializing in Zendesk strategy, automation, and scalable support workflows.
• Designed and implemented Zendesk environments, automation, and performance reporting for teams of 10–50+ agents, enabling efficiency, quality, and compliance at scale.

MDacne Inc - Digital Health Acne Subscription - Remote

• Built and scaled the customer experience function from a solo role to a team of 6 agents, supporting 200+ daily member interactions across a regulated digital health environment.
• Improved member satisfaction to 95% by implementing efficient escalation processes and strengthening collaboration with Clinical teams.