Lindsay Coleman
Atlanta,GA
Summary
Dynamic Support Operations leader with over 8 years of experience in high-growth SaaS environments, specializing in complex escalations, workflow optimization, and enhancing customer experience. Proven success in transforming support operations through the implementation of AI-powered tools, automation, and strategic process improvements, fostering cross-functional collaboration to drive results. Expertise in managing high-volume support across Zendesk and various messaging platforms while consistently achieving strong SLA performance and effectively resolving sensitive customer issues. Committed to enhancing operational efficiency through comprehensive documentation, self-service resources, and scalable workflows that empower teams and elevate customer satisfaction.
Overview
10
10
years of professional experience
Work History
Client Support & Operations Lead
ParkMobile, LLC
Atlanta, United States
02.2018 - 01.2026
- Directed oversight of support operations, ensuring adherence to SLA standards for response time and quality.
- Managed resolution of intricate customer and system escalations to enhance service efficiency.
- Optimized operational workflows and enhanced triage methods to effectively decrease backlog by 30%.
- Implemented strategic KPI management and operational oversight to achieve consistent SLA attainment exceeding 95%.
- Analyzed and refined QA protocols and reporting methods, successfully reducing error rates to less than 1% year-over-year.
- Executed AI tool implementations and automated Zapier workflows to enhance operational efficiency.
- Curated and updated knowledge base and help center materials to support user self-service initiatives and decrease support ticket inquiries.
- Identified support trends and engaged with cross-functional teams to optimize customer experience.
- Facilitated resolution of delicate customer matters by employing strong communication skills and demonstrating empathy.
- Spearheaded backend system integration to facilitate operational transition during acquisition.
- Compiled and presented operational insights and KPI metrics to inform leadership on business performance trends.
Senior Client Support Agent
ParkMobile, LLC
Atlanta, United States
02.2018 - 01.2026
- Facilitated effective management of high-priority customer escalations to enhance support service quality.
- Led initiatives as subject matter expert on product workflows, escalations, and operational processes.
- Collaborated with engineering teams to diagnose software issues and enhance resolution workflows.
- Transitioned 100+ clients to a new self-service platform to enhance user autonomy with minimal disruption.
- Created and implemented standardized onboarding processes and documentation to improve efficiency and maintain consistency across teams.
- Conducted comprehensive training and offered process guidance to strengthen team capabilities and optimize operational performance.
Client Support Specialist
ParkMobile, LLC
Atlanta, United States
02.2018 - 01.2026
- Managed high-volume technical, billing, and operational support requests across multiple channels
- Resolved customer escalations through troubleshooting, root cause analysis, and cross-functional coordination
- Managed Zendesk ticket workflows while maintaining strong SLA and customer satisfaction performance
- Identified recurring support trends and contributed to workflow and documentation improvements
- Assisted with knowledge base and Help Center updates to improve self-service adoption and reduce ticket volume
- Trained new team members on company protocols, ensuring consistency in service delivery.
Member Services Specialist
ParkMobile, LLC
Atlanta, United States
02.2018 - 01.2026
- Resolved high-volume payment, refund, and account-related issues, ensuring accurate and timely customer support
- Assisted users in navigating mobile application features, enhancing user experience and satisfaction.
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
Customer Service Administrator/Finance
ICare Financial
Kennesaw, United States
07.2016 - 02.2018
- Processed high-volume financial transactions and reconciled accounts in collaboration with internal teams
- Partnered with collections and healthcare providers to resolve discrepancies and improve billing accuracy
- Implemented digital tracking and reporting tools, improving visibility and operational efficiency
- Documented issues and escalated complex transaction and system errors for technical investigation
- Maintained strong CSAT through effective communication and resolution management
Education
BBA - Information Systems
Kennesaw State University
Kennesaw, United StatesCertification Prep - Digital Project Management Certification Course
Kennesaw State University
Kennesaw, United States05-2026
Skills
- Zendesk Administration
- Jira
- SQL
- Looker
- Complex Escalation Management
- AI-driven support processes
- Technical Troubleshooting
- Customer conflict management
- Knowledge Base Optimization
- Interdepartmental teamwork
- Issue resolution analysis
- Client engagement strategies
Timeline
Client Support & Operations Lead
ParkMobile, LLC
02.2018 - 01.2026
Senior Client Support Agent
ParkMobile, LLC
02.2018 - 01.2026
Client Support Specialist
ParkMobile, LLC
02.2018 - 01.2026
Member Services Specialist
ParkMobile, LLC
02.2018 - 01.2026
Customer Service Administrator/Finance
ICare Financial
07.2016 - 02.2018
BBA - Information Systems
Kennesaw State University
Certification Prep - Digital Project Management Certification Course
Kennesaw State University