Tiffany Maki
GTM Support Team Manager
Bellingham,WA
Summary
Passionate Technical Support Manager with background in SaaS, G-Suite, and Microsoft environments. Dedicated to maintaining world-class customer service and driving repeat business. Collaborative team player known for cultivating company culture, promoting team members internally, and working efficiently.
Proactive and meticulous manager with over 20 years experience in people management.
Expertise generating optimal satisfaction levels while preventing churn and maintaining a 95% CSAT score.
Celebrates Diversity!
Overview
20
20
years of professional experience
Work History
Technical Support Manager
Legwork/PlanetDDS
Wenatchee, WA
03.2019 - Current
- Recruited, hired, and personally trained new team
- Maintains 95% team CSAT
- Support team members have highest-ranking company CSAT
- Met/exceeded 2021 KPIs
- Led team to solve over 10k Zendesk tickets in 2021
- Deployed multiple team programs to improve culture
- Support AEs and BDRs with instant resources for sales opportunities
- Created pipeline tool with GTM members to upsell current customers
- Highly skilled at being customer-centric
- Internally promoted 3 team members
- Heavily engaged with support team to maintain cohesiveness, loyalty, and promote professional development
- Saved company over $90k annually by reducing Zendesk package and working efficiently with limited resources due to pandemic
- Brought team successfully through recent acquisition
Location Manager
Rotech Healthcare
Wenatchee, WA
06.2017 - 03.2019
- Managed branch operations, including sales, customer service, & Respiratory Therapy.
- Worked efficiently to manage growing business and maintain budget.
- Supported AE with meeting sales goals for region.
- Established new patient accounts, increased sales by 10%.
Program Manager of Residential Services
Evergreen Supported Living
Bellingham, WA
09.2006 - 06.2015
- Recruited, trained, managed, and empowered over 200 employees over 8+ years.
- Developed and created programs and monitored effectiveness against individual participant needs.
- Exceeded goals through exemplary documentation and participant success.
- Onboarded software documentation that met/exceeded state guidelines and policies.
- Received 100% in state audit in 2012.
Education
High School Diploma -
Eastmont Senior High School
East Wenatchee, WA06.1998
Skills
- Proficient in Zendesk
- Fluent in company software
- Daily use of Hubspot, G-suite, Microsoft 365, Snagit, Grafana, & Splashtop
- Customer-Centric
- Communicates well under pressure
- Works closely & effectively with C level & GTM team
- Natural leader
- Learns software quickly
- Staff Management
- Training and mentoring
- Technical troubleshooting
- Customer de-escalation
- Managing service level agreements
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Stoodis
-Indigenous Peoples
Timeline
Technical Support Manager
Legwork/PlanetDDS
03.2019 - Current
Location Manager
Rotech Healthcare
06.2017 - 03.2019
Program Manager of Residential Services
Evergreen Supported Living
09.2006 - 06.2015
High School Diploma -
Eastmont Senior High School
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