Vikki Dziuma
Toronto,ON
Summary
Detail-oriented and results-driven leader with 8 years of experience in customer support. Proven track record in implementing effective quality control measures, ensuring compliance, and managing risk in a fintech environment. Proficient at coaching teams to deliver exceptional service that aims to decrease customer effort and drive loyalty. Committed to fostering a culture of continuous improvement and development within Mercury.
Overview
8
8
years of professional experience
Work History
Technical Support Manager
Docebo
09.2023 - Current
- Tracked KPIs and managed a remote team of up to 12 analysts, providing regular coaching, training, and evaluations
- Managed escalations and collaborated with cross-functional teams to ensure issues were addressed promptly and effectively
- Reduced ticket backlog and streamlined case lifecycle processes for improved efficiency and quicker response times
- Monitored support metrics and implemented case management strategies for enhanced customer experience
- Developed comprehensive training initiatives to continuously upskill support and adjacent teams
Customer Support Team Lead
Paddle
09.2022 - 07.2023
- Managed a remote team of 6 analysts, providing regular coaching, training, and evaluations
- Implemented a QA framework to ensure adherence to internal quality standards and improve customer experience
- Developed a robust internal knowledge base and management framework to improve training, consistency, and scalability
- Monitored support metrics and implemented process improvements for enhanced customer experience
Senior Customer Support Specialist
Paddle
05.2019 - 09.2022
- Conducted in-depth troubleshooting and collaborated with cross-functional teams to ensure prompt and effective resolutions
- Served as an escalation point for complex technical issues requiring advanced subject matter expertise
- Mentored team members and developed comprehensive training materials to improve team knowledge and performance
- Identified trends in customer feedback, proposing solutions for improvement in product offerings and internal procedures
Customer Success Lead
Flixel
05.2016 - 05.2019
- Developed and maintained strong relationships with customers to understand their needs and ensure their success
- Conducted in-depth troubleshooting and collaborated with cross-functional teams to ensure prompt and effective resolutions
- Developed a robust internal knowledge base and video tutorials to accelerate self-service and drive adoption
- Utilized data analytics to develop a predictive model for anticipating customer churn
Education
Bachelor of Arts - Studio Arts
University of Guelph
Guelph, ONProduct Management
Brainstation
Toronto, ON08.2023
Front-End Web Development
General Assembly
Toronto, ON12.2021
Skills
- Leadership
- Customer communications
- Technical troubleshooting
- Escalation management
- Quality assurance
- Incident management
- Change management
Timeline
Technical Support Manager
Docebo
09.2023 - Current
Customer Support Team Lead
Paddle
09.2022 - 07.2023
Senior Customer Support Specialist
Paddle
05.2019 - 09.2022
Customer Success Lead
Flixel
05.2016 - 05.2019
Bachelor of Arts - Studio Arts
University of Guelph
Product Management
Brainstation
Front-End Web Development
General Assembly
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