Masikini Nanga

Field Support Lead

DFW International Airport Board.

03.1999 - Current

Managed a team of support professionals, fostering teamwork and setting performance goals.
Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
Monitored and analyzed support metrics to detect trends, identify gaps, and recommend solutions for improvement.
Proactively identified potential product flaws through pattern analysis of recurring customer issues.
Offered assistance in implementing and developing training programs.
Generated reports to track performance and analyze trends.
Responded to customer inquiries and provided technical assistance over phone and in person.
Fostered a culture of ongoing learning within the support department by continually seeking out industry best practices.
Established quality assurance protocols that led to consistent delivery of high-quality customer service experiences.
Mentored junior team members, providing guidance on best practices and professional development opportunities.
Served as escalation point for critical client issues, working closely with stakeholders to achieve resolution.
Reduced average resolution time by implementing standardized troubleshooting techniques across the team.
Coordinated efforts with product management teams to ensure effective user experience based on customer feedback.
Improved customer satisfaction by addressing and resolving support issues in a timely manner.
Developed and maintained relationships with key clients, ensuring long-term customer loyalty.
Participated in company-wide initiatives aimed at improving overall operational effectiveness.
Collaborated with cross-functional teams to identify areas requiring additional support resources or process improvements.
Enhanced communication channels within the organization to facilitate information flow between departments related to customer needs and concerns.