Kris Porras
San Jose,CA
Summary
Experienced with managing support teams and ensuring high-quality customer service. Utilizes strong leadership and problem-solving skills to address and resolve complex issues. Track record of fostering team collaboration and maintaining adaptable strategies to meet evolving needs.
Overview
10
10
years of professional experience
Work History
Support Supervisor (IT)
Rippling
01.2022 - Current
- Supervised daily operations to ensure efficient service delivery and customer satisfaction.
- Analyzed support metrics to identify trends and develop strategic solutions for improvement.
- Coordinated with IT engineers and product teams to optimize support tools and systems for better user experience.
- Implemented performance management strategies to support underperforming agents while mentoring high performers in achieving career advancement and professional growth.
- Spearheaded and executed pilot programs to evaluate and enhance operational efficiency.
- Handled high-priority executive escalations, delivering effective solutions and maintaining clear, timely communication with stakeholders.
- Worked cross-functionally with legal, product, security, and risk teams to design and implement urgent SOPs for incident management and resolution.
Senior Support Specialist
Rippling
04.2021 - 01.2022
- Led troubleshooting efforts for IT-related issues, enhancing user satisfaction and operational efficiency.
- Developed training materials for onboarding new support specialists, streamlining knowledge transfer and skill acquisition.
- Analyzed customer feedback to identify trends, implementing solutions that improved service delivery and client retention.
- Collaborated with product teams to refine support processes based on user insights, driving continuous improvement in service quality.
- Managed high-volume support tickets while maintaining excellent customer service ratings.
Workplace Support Team Lead
Wipro Limited @Facebook
08.2020 - 04.2021
- Manage the workflow for enterprise support team with 15+ direct reports, as well as delegate and oversee various projects and responsibilities to agents.
- Conceptualize and execute successful internal operational enhancements to drive high-quality interactions with strategic partners, as well as improve agent productivity.
- Exceed team metrics by achieving 95%+ for quality and 80% for CSAT MoM.
- Collaborate cross-functionally with Facebook teams to implement new support processes and channels, while advocating for the support team by giving constructive feedback to ensure effectiveness.
- Analyze and break down support data and agent performance data.
- Provide technical support for escalations raised by internal teams and external customers.
- Maintain daily communication with other regional Team Leads to ensure consistency and uniformity across all regions.
Quality Assurance Specialist
Wipro Limited @Facebook
10.2019 - 10.2020
- Coordinated the on-boarding, training and mentoring of new employees.
- Assisted the Team Lead by overseeing and managing team day-to-day operations, as well as ensure metrics are achieved.
- Conducted agent performance audits, analyzed agent performance reports, and organized additional trainings if necessary for WhatsApp API and Workplace by Facebook.
- Collaborated cross-functionally with Facebook teams to drive exceptional interactions with strategic partners.
- Served as the first point of contact for escalations sent by other teams for North America.
- Developed and implemented effective support processes with other regions.
Enterprise Support Specialist
Facebook Via Russel Tobin
10.2018 - 10.2019
- Focused support on two SaaS solutions: Workplace by Facebook and WhatsApp API.
- Provided high-level customer service in an efficient manner to ensure exceptional quality interactions with C-level executives, HR leads, and IT administrators.
- Deciphered and troubleshooted technical bugs (SAML, Graph API, and SCIM) and corresponded with Engineering for further assessment.
- Identified trends and opportunities for new processes to be created.
- Achieved and exceeded daily performance metrics related to key performance indicators.
- Created schedules to ensure that there is full coverage for our region.
Customer Success Associate
Square (Caviar)
02.2017 - 07.2018
- Demonstrated ability to identify and troubleshoot critical issues to provide optimal solutions for Caviar stakeholders.
- Provided high-end SMS, email and phone support for restaurant partners and users.
Account Manager/Onboarding
Square
08.2017 - 10.2017
- Focused on the expansion of the new Square Payroll product for Q3.
- Qualified inbound and outbound sales leads and responded to product inquiries via phone and email.
- Listened and shared market insights with Product and Marketing teams.
- Collaborated with the Square Payroll team to identify onboarding improvements in workflow and customer experience.
- Exceeded project sales goal by 92%.
- Assisted product managers in the research and development of the Square Payroll product launch.
Marketplace Quality Agent
Pinterest
11.2015 - 02.2017
- Enforced Pinterest advertising guidelines and policies as part of promoting actively useful, authentic, and beautifully promoted content to inspire users.
- Collaborated with in-house entities to include legal teams, policy developers, and commerce agents to assess current advertiser trends and formulate new advertising policies based on real-time data.
Education
Bachelor of Arts - Psychology
San Jose State University
San Jose, CA05.2016
Skills
- Operational Excellence & Process Improvement
- Project Management & Coordination
- Technical Troubleshooting & Problem Solving
- Cross-Functional Collaboration & Stakeholder Engagement
- SaaS Support & Implementation
- Quality Auditing & Assurance
- Performance Analysis & Optimization
- Workforce Performance Management
- Escalations Management & Resolution
- Product Analysis & Trend Identification
- Product Launch Readiness & Team Enablement
Timeline
Support Supervisor (IT)
Rippling
01.2022 - Current
Senior Support Specialist
Rippling
04.2021 - 01.2022
Workplace Support Team Lead
Wipro Limited @Facebook
08.2020 - 04.2021
Quality Assurance Specialist
Wipro Limited @Facebook
10.2019 - 10.2020
Enterprise Support Specialist
Facebook Via Russel Tobin
10.2018 - 10.2019
Account Manager/Onboarding
Square
08.2017 - 10.2017
Customer Success Associate
Square (Caviar)
02.2017 - 07.2018
Marketplace Quality Agent
Pinterest
11.2015 - 02.2017
Bachelor of Arts - Psychology
San Jose State University