Tiana Belyea
Naples,FL
Summary
Results-driven leader adept at guiding high-performing teams and implementing strategic initiatives to drive business success. Known for fostering a collaborative environment and achieving measurable milestones. Exhibits strong leadership and adaptability to changing business needs.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Director, Customer Support
Veryon
07.2024 - Current
- Lead the strategic direction, culture, and performance of the Customer Support organization for a global SaaS aviation platform.
- Own KPI frameworks, reporting, and continuous improvement initiatives to enhance efficiency, customer satisfaction, and operational visibility.
- Serve as executive escalation point, ensuring a customer-first culture and adherence to company policies.
- Confidently leveraged AWS and RingCentral to support system behavior analysis, call monitoring, operational troubleshooting, and cross-team alignment. Managed Team of 22 individuals across 7 products triaging an average of 1800 inbound calls monthly.
- Partnered with Finance and Customer Success leadership to build and refine customer-value benchmarking metrics, providing deep insights into customer health, retention drivers, onboarding efficiency, and long-term account outcomes.
- Developed a comprehensive customer-health and performance measurement framework connecting support operations to customer value, renewal likelihood, product adoption, and lifecycle success. Contributed to maintaining CSAT above an 88% standard for a consecutive 12 months.
Director of Customer Support & Onboarding
Veryon
01.2023 - 07.2024
- Directed support and onboarding teams, improving customer experience, consistency, and operational scalability.
- Took ownership of monthly KPIs and reporting using Salesforce dashboards, Excel analytics, and JIRA insights.
- Confidently utilized AWS and RingCentral for call flow monitoring, system troubleshooting, and operational alignment.
- Collaborated with Finance and Customer Success to produce customer-health, onboarding, and support-efficiency metrics.
- Built standardized dashboards and reporting models connecting onboarding velocity, product adoption, and support efficiency to renewal probability, churn risk, and customer satisfaction.
- Exposure to SQL, Python, and Power BI through cross-functional work with data teams.
- Designed and implemented customer health scoring models.
- Executed strategic integration plans aligning systems, workflows, and customer experience standards across acquired entities.
Customer Service Manager
Veryon
03.2021 - 01.2023
- Managed daily operations of customer service teams, ensuring SLA compliance and high-quality customer interactions.
- Implemented training programs and performance dashboards using Microsoft Office, Salesforce, and JIRA.
- Supported early integration efforts during organizational changes.
- Analyzed customer trends to reduce escalations and improve service outcomes.
Customer Service Team Lead
Veryon
06.2020 - 03.2021
- Supervised frontline support staff and optimized workflow distribution.
- Monitored KPIs and provided targeted coaching to improve accuracy and efficiency.
- Supported rollout of new SaaS tools and process improvements.
Aviation Analyst
11.2019 - 06.2020
- Conducted data analysis to support aviation maintenance and operational decisions.
- Improved data accuracy and reporting through cross-functional collaboration.
- Strengthened customer relationships through clear communication and problem-solving.
Lead Floor Manager
Superior Wellness Benefits
06.2019 - 10.2019
- Oversaw daily floor operations and team coordination.
- Applied analytical skills to improve workflow and resolve customer concerns.
- Utilized Five9 cloud contact center system for call routing, reporting, and performance monitoring.
Purchasing Agent
Accel Aviation Accessories
01.2016 - 06.2019
- Managed purchasing operations, vendor relationships, and inventory accuracy.
- Negotiated pricing and contracts to reduce costs and improve supply chain efficiency.
- Ensured timely delivery of aviation components through cross-departmental coordination.
- Worked confidently with Quantum Control ERP.
Assessment Consultant
Willough at Naples
06.2014 - 12.2016
- Conducted client assessments and coordinated care plans.
- Maintained detailed documentation and collaborated with multidisciplinary teams.
- Advocated for clients and families to ensure quality care.
Education
High School Diploma -
Charlotte High School
Punta Gorda, FL05-2012
Skills
- Customer Support Strategy & Operations
- SaaS Customer Experience Leadership
- Customer Success & Lifecycle Health Management
- KPI Ownership
- Reporting & Performance Management
- Escalation Management & Customer Advocacy
- Process Improvement & Change Leadership
- Salesforce Reporting, Administration & Portal Enablement
- Technology & Tooling Proficiency (Microsoft Office, AWS, RingCentral, JIRA)
- Team Leadership, Coaching & Talent Development
- Analytical & Data‑Driven Decision‑Making
- Executive Communication & Business Acumen
Certification
- Business Acumen Skill Assessment — Completed 2024-10
- L6 Leadership Course — Completed 2022-12
Timeline
Senior Director, Customer Support
Veryon
07.2024 - Current
Director of Customer Support & Onboarding
Veryon
01.2023 - 07.2024
Customer Service Manager
Veryon
03.2021 - 01.2023
Customer Service Team Lead
Veryon
06.2020 - 03.2021
Aviation Analyst
11.2019 - 06.2020
Lead Floor Manager
Superior Wellness Benefits
06.2019 - 10.2019
Purchasing Agent
Accel Aviation Accessories
01.2016 - 06.2019
Assessment Consultant
Willough at Naples
06.2014 - 12.2016
High School Diploma -
Charlotte High School