Miguel A. Granda
Director Of Customer Support Operations
New York
Summary
A strategic and hands-on Customer Operations leader with over a decade of experience in healthcare and high-growth environments. Proven expertise in leading end-to-end service delivery and scaling support functions through strategic BPO vendor management. Skilled in leveraging data and technology, including CRM platforms (Zendesk, Salesforce) and automation, to drive operational efficiency, enhance the customer experience, and achieve strong business outcomes. A highly effective cross-functional collaborator with a demonstrated ability to flex between tactical execution and high-level strategy.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Director of Customer Support Operations
Intrivo Diagnostics, Inc.
01.2021 - Current
- Owned and managed the end-to-end performance of a BPO vendor, proactively identifying risks and driving accountability to meet and exceed key performance indicators (KPIs) and service levels.
- Spearheaded a critical CRM migration from Salesforce to Zendesk, a key initiative that streamlined processes, reduced operational costs and headcount by over 70%, and maintained a 4.7/5 CSAT score.
- Pioneered process improvement and automation initiatives, leveraging AI to create self-service resources and enhance customer autonomy, directly influencing product roadmap decisions and improving the customer experience.
- Partnered with internal stakeholders in Product and Engineering to design and lead the customer service strategy for new telehealth product launches, ensuring thoughtful planning and execution.
- Balanced hands-on operational execution with strategic oversight, managing and resolving high-priority customer escalations while simultaneously designing long-term systems and scalable solutions.
- Collaborated with senior leadership on operational modeling and budget planning, providing data-informed forecasts to drive strategic decisions and resource allocation.
- Developed and monitored key performance indicators (KPIs), providing weekly executive-level reporting on the health of customer service to the CEO and senior leadership.
- Cultivated a high-performing support culture through comprehensive training, development of a centralized knowledge base for agents, and regular coaching, which drove sustained customer satisfaction.
Customer Service Specialist
Ajanta Pharma
07.2020 - 12.2020
- Provided exceptional support for order placement, tracking, and issue resolution, ensuring a seamless customer experience for pharmaceutical clients.
Customer Service Representative
Rising Pharma, Inc.
08.2019 - 07.2020
- Managed a key portfolio of clients, including AmerisourceBergen, Cardinal Health, McKesson, and Walmart, by processing orders and ensuring timely deliveries.
- Collaborated cross-functionally with warehousing, supply chain, and sales to identify and promote short-dated products, generating $6M in sales over three months.
Sales Support Representative
Natural Products Group
12.2016 - 08.2019
- Managed a diverse portfolio of 25 enterprise and mid-market clients, including Natural Grocers, Sprouts, and The Vitamin Shoppe.
Education
Bachelor of Arts - Criminal Justice
Rutgers University
New Brunswick, NJSkills
- Service Delivery Management
- BPO Vendor Management
- Operational Metrics & KPIs
- Cross-Functional Collaboration
- Escalation Management
- Process Improvement & Automation
- CRM Tools: Zendesk, Salesforce Service Cloud, NetSuite
- Startup & High-Growth Environments
Timeline
Director of Customer Support Operations
Intrivo Diagnostics, Inc.
01.2021 - Current
Customer Service Specialist
Ajanta Pharma
07.2020 - 12.2020
Customer Service Representative
Rising Pharma, Inc.
08.2019 - 07.2020
Sales Support Representative
Natural Products Group
12.2016 - 08.2019
Bachelor of Arts - Criminal Justice
Rutgers University
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