Shari Millett
Leander,TX
Summary
Dynamic Customer Support Leader with over 10 years of experience driving performance and service excellence in SaaS environments. Proven track record of leading high-performing teams, significantly boosting productivity, enhancing customer satisfaction, and streamlining issue resolution. Expertise in team development, conflict management, and strategic problem-solving fosters a cohesive and motivated workforce. Proficient in leveraging CRM platforms such as Salesforce and Zendesk to optimize tools and processes, consistently delivering exceptional customer experiences.
Overview
9
9
years of professional experience
Work History
Lead Customer Support Analyst
ESGI
03.2023 - Current
- Monitor and evaluate customer support interactions to ensure quality, accuracy, and compliance with service standards.
- Analyze customer feedback, service issues, and support trends to identify opportunities for improvement.
- Prepare detailed reports on customer support performance and present findings to management.
- Partner with the IT department to optimize CRM systems and support software tools.
- Develop and implement training programs to enhance service quality and staff performance.
- Provide advanced technical and troubleshooting support to customer service teams.
- Maintained CSAT of 95% or higher.
Customer Support Supervisor
Wheel
08.2021 - 02.2023
- Established and managed overnight and weekend shifts, ensuring continuous operational coverage.
- Recruited, trained, and supervised a team of five, setting clear goals, conducting performance reviews, and managing compensation.
- Oversaw support operations serving hundreds of medical professionals, ensuring high service quality and rapid issue resolution.
- Analyzed and reported key performance metrics, including call volumes, service levels, and staffing plans, to senior management.
- Assisted clinicians through onboarding and training, providing real-time troubleshooting and support.
- Monitored team and customer interactions to ensure consistency with service standards.
- Created and delivered operational and performance reports across departments.
- Improved and maintained CSAT of 88% or higher
Lead Technical Client Analyst
Saddle Oak Software
03.2018 - 02.2021
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
- Provided input for complex documents to support client-ready final versions.
- Improved CSAT to above 93% consistently.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Collaborated with upper management to drive strategy and implement new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Familiarity with all aspects of customer business including QuickBooks, accounting, inventory, warehouses, manufacturing, shipping, and invoices.
- Integration with multiple E-Commerce platforms, including Shopify, Big Commerce, Ship Station and QuickBooks.
Lead Implementation Analyst
Activ8 POS Software
10.2017 - 05.2018
- Led software implementation projects, ensuring seamless integration for diverse client environments.
- Analyzed client requirements to tailor solutions that enhance operational efficiency and user satisfaction.
- Developed training materials and conducted sessions to empower clients in utilizing Activ8 POS features effectively.
- Collaborated with cross-functional teams to troubleshoot system issues, improving response times and customer support quality.
- Analyzed client requirements to develop tailored implementation strategies for POS software solutions.
Education
Associate of Applied Science -
Austin Community College
Austin, TX05-2009
Associate of Applied Science -
NMSU @ Carlsbad
Carlsbad, NM05-1994
Skills
- Customer Support Leadership
- Escalation Management
- Customer Experience (CX) Optimization
- Onboarding management
- CRM Management (Salesforce, Zendesk)
- SaaS Platform Support
- Performance Metrics & KPI Tracking
- CSAT Improvement Strategies
- Data Analysis & Trend Identification
Timeline
Lead Customer Support Analyst
ESGI
03.2023 - Current
Customer Support Supervisor
Wheel
08.2021 - 02.2023
Lead Technical Client Analyst
Saddle Oak Software
03.2018 - 02.2021
Lead Implementation Analyst
Activ8 POS Software
10.2017 - 05.2018
Associate of Applied Science -
Austin Community College
Associate of Applied Science -
NMSU @ Carlsbad