Francis Pendon
Director, Support & Implementation @Readymode
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WORK HISTORY
Director, Support & Implementation @Readymode
Vancouver, BC, CA
I am responsible for multiple departments comprised of 20 agents and 2 managers across four teams - Professional Services, Technical Support Billing Operations, and Technical Account Management which support a $2.6M MRR client base. I drive significant operational improvements including recapturing 50% additional capacity through Salesforce chatbot implementation, reducing onboarding wait times from 2 days to 24 hours, and growing the Technical Support team by 33% while building our Technical Account Management function from the ground up. Working closely with our CRO, I drive departmental direction through quarterly ROCKS to optimize the customer journey from onboarding to proactive support and billing assistance.
EDUCATION
Humber College
Police Foundations Diploma, Canadian Law/Legal Studies/Jurisprudence
SKILLS
ABOUT FRANCIS PENDON
An accomplished Customer Experience Director with a demonstrated history of success in directing and strategizing customer service, technical support, and call centre operations. Experienced in managing diverse teams, both locally and overseas, and adept at supporting every stage of the customer journey. Proven track record of scaling teams, optimizing processes, and implementing effective strategies by implementing innovative solutions, streamlining services and achieving substantial cost savings.
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