Karen Vaughan
Technical Support Engineer @Ascend
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WORK HISTORY
Technical Support Engineer @Ascend
London, GB
EDUCATION
Southall College
Systems Analysis and Design
Hounslow College
Teachers Certificate - Adult Education Teacher, Adult and Continuing Education and Teaching
Drayton Manor High School
Maths, English Language, English Lit, French, Geography, Physics, Biology, Chemistry, RE, Sociology
Drayton Manor High School
A Levels
SKILLS
ABOUT KAREN VAUGHAN
With over 30 years of experience in IT and management, I am a seasoned and results-driven Global Support Operations Director at Masabi, a leading provider of mobile ticketing solutions for public transport. My mission is to ensure the highest level of customer satisfaction and retention across all product lines and regions, by leading and developing a team of globally dispersed support professionals.In my current role, I leverage my ITIL certification and CRM expertise to optimise the ticketing system, implement best practices, and handle customer escalations. I also contribute to RFPs, contract reviews, and renewals, and use NPS and customer feedback to measure and improve our service quality and performance. Additionally, I have a proven track record of managing multi-cultural and geographically dispersed teams, building strong relationships with internal and external stakeholders, and driving significant improvements in process and results.
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