Erikka T.
Global SaaS Director of Support | MBA Candidate | Process Improvement Catalyst | Revenue Amplifier | Cross-Functional Bridge Builder | Change Management Champion | Google Project Management Certified
- Role
- Global Director of Support at Vcita
- Location
- Nashville, TN, US
- LinkedIn followers
- 500 followers
About Erikka T.
Strategic executive who bridges AI strategy with operational excellence, translating…
Experience
Global Director of Support
Jan 2022 — Present
Leading a global technical product support team spanning multiple locations, including internal and an outsourced team in Argentina, fostering collaboration with Product, R&D Engineers, Marketing, Sales, and Customer Success teams to drive growth and retention solutions.Currently, taking on a leadership role with AI agents, tools and integrations. Strategizing for scalability and implementing new AI tools and technologies to augment & enhance performance and experience.Spearheading integration of qualitative and quantitative customer feedback into strategic decision-making processes across all business units, including technical support, partner services, product management, R&D, legal, and finance, enhancing overall customer satisfaction.Gathering & sharing feedback on new product launches, significantly reducing bugs and improving product quality, which enhanced customer satisfaction and streamlined global operations.Directing the gathering of product requirements, user stories, and customer use cases, and conducting QA testing to provide actionable feedback on product roadmaps and enhancements, ensuring continuous improvement throughout the product lifecycle.Contributed to the Excellence Task Force by devising and implementing strategies for performance excellence and change management. Focused on delivering a seamless customer experience to exceed KPIs and OKRs. Analyzed TTFR, CSAT, and NPS data trends to drive results through targeted behavioral coaching and feedback.Fostering a diverse remote team culture with a strong emphasis on open communication and relationship-building, as an integral part of leadership success in a global environment.TOOLS| ZENDESK | G SUITE | OFFICE | JIRA | CONFLUENCE | AIRCALL | TRELLO | ZOOM | SLACK | SENDGRID | OPEN AI | ADA | WORKNET |
Education
University of the People
Associate of Science - AS, Business Administration
Western Governors University
Bachelor of Science - BS, Marketing
University of the People
Certificate in Finance
Western Governors University
Master of Business Administration - MBA, Business Administration and Management, General
University of the People
Certificate in Marketing
Coursera
Google Project Management Career Certificate
University of the People
Bachelor of Science - BS, Business Administration
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