Brandyn Marshall
Customer Support Operations Manager @Digital Gaming Corporation
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WORK HISTORY
Customer Support Operations Manager @Digital Gaming Corporation
Lead global 24/7 customer support operations across U.S. and South African teams, proactively scaling the function to align with business growth and evolving customer expectations.• Define and track key performance indicators (KPIs) for resolution quality, SLA adherence, and CSAT to ensure a data-driven approach to performance management and reporting.• Act as a key escalation point for high-priority or complex technical issues, partnering cross-functionally with Product, Engineering, and Compliance to address root causes.• Oversee support platform configurations (Zendesk) and implement tooling enhancements to optimize workflows, reduce time-to-resolution, and improve scalability.• Champion process automation initiatives and knowledge base improvements to enable self-service and reduce manual touchpoints.• Collaborate closely with stakeholders in Customer Retention, Risk, and BI to align on support readiness, customer insights, and roadmap feedback.• Hire, coach, and mentor Team Leads and senior support agents, fostering a culture of accountability, engagement, and professional development.• Direct performance and workload management, capacity planning, and break/floor scheduling to ensure continuous, high-quality support delivery.• Deliver strategic reporting to senior leadership on support trends, team performance, and resource planning needs to support long-term scaling and success.
EDUCATION
Virginia Union University
Business Admin.
SKILLS
ABOUT BRANDYN MARSHALL
Strategic and results-driven Customer Service & Operations Leader with over 20 years of…
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