Emma Jane Barrow

Support Operations Manager @Salesloft

Clearwater, FL, US

Created training programs for onboarding and ongoing development, while maintaining and updating standard operating procedures.• Led cross-functional migration projects during the Salesloft and Drift acquisition, collaborating with leadership to align Customer Support strategies with overarching company objectives.• Analyzed Salesforce reports to drive process improvements and enhance team performance.• Developed a unified Quality Assurance program to review and assess customer interactions across various channels—such as chat, email, and web shares—identifying opportunities for coaching and agent development.