Victoria Given

•Led and managed a team of 18 globally across multiple time zones. Overseeing performance management, coaching, escalations, and service delivery for 500+ active client accounts

• Recognized for creating exceptional customer experiences by combining technical expertise with a highly empathetic, relationship-focused approach to service and support

• Directed day-to-day support operations across SaaS, POS, hardware, and payment processing environments, ensuring high-quality customer experiences and timely issue resolution

• Managed support volume of 30–50+ weekly tickets, optimizing workload distribution, response quality, and operational efficiency

• Served as the primary liaison between Customer Support, Product, Engineering, and Operations teams, translating customer feedback into actionable product and service improvements

• Designed and implemented performance management programs, including KPI tracking and incentive-based initiatives, increasing team engagement, accountability, and productivity

• Built scalable workflows, documentation systems, and knowledge management processes to support rapid organizational growth and operational consistency

• Led cross-functional projects from planning through execution, improving internal processes, customer satisfaction, and overall service delivery

• Supported company growth from startup stage to hundreds of merchants

• Built training content and knowledge bases from scratch using Scribe and Loom, and CRM tools, reducing repetitive support requests and improving team efficiency

• Provided administrative and operational support across legal, property management, and human resources functions within a fast-paced law firm environment

• Managed calendars, scheduled appointments, screened and directed client communications, and maintained organized records and documentation

• Coordinated property operations, including maintenance requests, vendor scheduling, lease administration, tenant communications, and renovation projects

• Supported day-to-day property management activities to ensure efficient operations and positive tenant experiences

• Assisted with HR functions including benefits administration, employee documentation, compensation tracking, and personnel record management

• Utilized QuickBooks and Microsoft Office 365 to manage reporting, documentation, scheduling, and operational workflows

• Developed strong organizational, multitasking, and problem-solving skills while balancing responsibilities across multiple business functions

• Delivered exceptional customer experiences through personalized consultations, relationship building, and service excellence, fostering a loyal and repeat client base

• Built and maintained long-term client relationships through strong communication, trust, and a customer-first approach

• Mentored and supported salon protégés by providing guidance, training, and day-to-day coaching to help develop technical and customer service skills

• Collaborated closely with front desk coordinators, management, and fellow stylists to ensure seamless scheduling, client satisfaction, and operational efficiency

• Managed a high-volume appointment schedule while maintaining service quality, attention to detail, and positive client outcomes

• Resolved client concerns professionally and empathetically, ensuring a positive experience and strengthening customer loyalty

• Developed strong communication, problem-solving, and relationship management skills in a fast-paced, customer-focused environment

• Delivered large-scale training programs to hundreds of beauty professionals through workshops, educational events, and hands-on learning experiences

• Represented the company at regional and national industry events, serving as a brand ambassador and building relationships with salon professionals and business owners

• Supported business growth through product education, consultative selling, and long-term relationship management

• Tailored training and communication strategies to diverse audiences, translating technical concepts into practical, business-focused solutions

• Fostered strong client relationships by providing ongoing support, education, and personalized recommendations to drive customer success and loyalty