Mia Sircar
Toronto,Canada
Summary
Dynamic professional with a proven track record in Cross-functional Enablement and Data-Driven Decision Making. Designed innovative support models, achieving ≥99% SLA adherence and significantly enhancing team productivity and customer loyalty through actionable insights.
Overview
38
38
years of professional experience
Work History
Manager, Customer Care & Experience
Litera (an HG Portfolio Company)
Toronto, Canada
08.2023 - 08.2025
- Strategic Transitions: Led multiple product support team transitions (KIRA/Transact, Create, Check & Repair, WFM/QA), driving CSAT scores from 83.5% to 100% and reducing Time to Resolution (TTR) by over 50%.
- Support Model Innovation: Designed and launched global 24x5 support models; scaled underperforming teams to 18x5 coverage using AI-powered agents, sustaining ≥99% SLA adherence and high team engagement.
- Escalation Mitigation: Authored a product recovery plan targeting churn-heavy offerings; partnered cross-functionally to reduce escalated tickets by 38% in six months through Voice of Customer insights and engineering alignment.
- Operational Excellence: Spearheaded development of QA scorecards, performance dashboards, and IDPs—achieving QA scores ≥90% and aligning team operations with strategic product goals.
- Team Resilience & Growth: Achieved 100% SME coverage across 12 core products and reduced knowledge-related escalations by 32% through mentoring and succession planning.
- Customer Loyalty & Influence: Delivered five actionable customer insights and strategic presentations, contributing to NPS improvement from 42 to 55 and influencing roadmap prioritization.
- Cross-Functional Leadership: Streamlined workflows across product lines, enhancing collaboration between Product, Engineering, and CX teams to improve delivery velocity and customer experience.
- Culture & Engagement: Implemented career development frameworks that led to internal promotions and sustained engagement during organizational transformation.
- Leadership Development: Sponsored by the Tillman Academy for executive growth and actively contributed to employee resource groups, reinforcing inclusive, values-driven leadership.
Team Leader, Customer Care & Experience
Litera (an HG Portfolio Company)
Toronto, Canada
12.2023 - 08.2023
- Directed a global support team across three time zones, implementing coaching and performance systems that elevated team productivity and service consistency.
- Built and scaled a high-performing support function with deep product fluency, launching training programs that accelerated onboarding and reduced ramp-up time.
- Led integration of new support teams into existing structures, driving cross-functional alignment and accelerating productivity through strategic onboarding and process optimization.
- Delivered an education-focused product initiative globally, while engaging B- and C-level stakeholders to manage escalations, strengthen relationships, and align support strategy with business goals.
Captain (Retired), Chief Trauma Nursing Officer
Canadian Armed Forces Medical Services
Borden, Canada
01.1988 - 12.2017
Team Leader, Emergency & Trauma Nursing
The Scarborough Hospital
Toronto, Canada
01.2004 - 12.2008
Team Leader, Emergency & Trauma Nursing
Mount Sinai Hospital
Toronto, Canada
01.1997 - 12.2004
Education
Master of Science - Nursing Leadership And Management
Columbia University
New York, NY06-2004
Bachelor of Science - Nursing
Ryerson University
Toronto, Ontario01.2000
Skills
- Customer Advocacy & Voice of Customer
- Customer Experience Strategy
- AI & Automation
- Cross-functional Enablement
- Support & Success Operations
- Change Management
- Customer Self-Service & Knowledge Management
- Data-Driven Decision Making
- NPS & Feedback Program Design
- Operational Efficiency & Cost Optimization
- Employee Engagement & Leadership
- Escalation management
- Team leadership
- Cross-functional collaboration
- Process optimization
- Data analysis
- Strategic planning
- Support model design
- Customer experience
- Performance monitoring
- Employee development
- Resource allocation
- Trend analysis
- Expectation setting
Awards
- Tillman Academy Sponsorship, 2023, Military & Veteran Foundation for Leadership Development
- S2CER2 Fellowship, 2000-2004, Columbia University, New York
Timeline
Team Leader, Customer Care & Experience
Litera (an HG Portfolio Company)
12.2023 - 08.2023
Manager, Customer Care & Experience
Litera (an HG Portfolio Company)
08.2023 - 08.2025
Team Leader, Emergency & Trauma Nursing
The Scarborough Hospital
01.2004 - 12.2008
Team Leader, Emergency & Trauma Nursing
Mount Sinai Hospital
01.1997 - 12.2004
Captain (Retired), Chief Trauma Nursing Officer
Canadian Armed Forces Medical Services
01.1988 - 12.2017
Master of Science - Nursing Leadership And Management
Columbia University
Bachelor of Science - Nursing
Ryerson University
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