Eric M.
Senior Manager, Enterprise Technical Support @Instacart
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WORK HISTORY
Senior Manager, Enterprise Technical Support @Instacart
Toronto, ON, CA
EDUCATION
Carleton University
Biological Science
SKILLS
ABOUT ERIC M.
Greetings! Welcome to my LinkedIn ProfileMy passion and expertise are transforming technical support teams into customer-centric powerhouses. With a career spanning over 25 years, From leading global SaaS support teams to optimising complex workflows, my journey is defined by turning challenges into opportunities for growth and innovation.I led initiatives that elevated customer satisfaction and operational efficiency. By developing cutting-edge health dashboards and support processes, I ensure that our remote team excels in delivering exceptional results. My role is all about leveraging data-driven insights to align support operations with our strategic goals.As a Senior Technical Support Manager at OpenText Corporation, I mastered the art of balancing high customer satisfaction with operational efficiency. Achieving a 97% CSAT score and reducing complex issue escalations by 50% was no small feat, and it was made possible through innovative leadership and a focus on team empowerment. I led significant improvements in service reliability and client satisfaction. Whether developing SOPs, managing 24x7 SaaS infrastructure, or guiding cross-functional teams, I consistently drove performance enhancements and operational excellence.I bring a global perspective and a collaborative approach to everything I do. With deep expertise in ITIL, cloud computing, and project management, I’m committed to promoting a culture of continuous improvement, strategic planning, and exceptional service delivery.My career lies in leveraging data-driven insights to drive innovation, streamline operations, and deliver exceptional customer experiences. Driven by a commitment to innovation and excellence, I thrive on building high-performing teams and delivering tech-driven solutions that exceed expectations. Let’s connect and see how we can push the boundaries of what’s possible together!Specialties: Servant Leadership, Emotionally Intelligent Communicator, Culture Influencer, Service Delivery, Empathy and Urgency.Personal Interests: portrait photography, woodworking, microcontrollers, home automation, wilderness canoeing, storytelling, French cooking, shiny new tech.
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