Kolby S.
Director Customer Operations and Support at SOCi, Inc.
- Role
- Director, Customer Operations and Support at SOCi.ai
- Location
- Salt Lake City, UT, US
- LinkedIn followers
- 500 followers
About Kolby S.
I am a dynamic and accomplished professional specializing in high technology, leveraging my expertise in SQL, Python, and JavaScript to drive innovation and deliver exceptional results. As a leader in the field, I currently oversee a team of skilled Technical Account Managers, guiding and empowering them to excel in their roles.With a Masters degree in Business Intelligence, I possess a deep understanding of leveraging data and analytics to drive strategic decision-making. I am passionate about leveraging cutting-edge technology to develop and implement robust solutions that optimize business processes and enhance operational efficiency.Throughout my career, I have successfully led numerous projects, collaborating with cross-functional teams to identify business needs, design solutions, and execute implementations that drive measurable results. My ability to effectively communicate complex technical concepts to both technical and non-technical stakeholders enables me to bridge the gap between business requirements and technological solutions.I thrive in dynamic environments and excel at identifying opportunities for process improvement and efficiency gains. With a keen eye for detail and a natural curiosity, I continuously stay abreast of emerging trends and technologies, allowing me to adapt and innovate in ever-changing landscapes.
Experience
Director, Customer Operations and Support
Jul 2025 — Present
Directed a global, multi-tier support organization (T1/T2/T3 and Enterprise Support), strengthening service delivery across regions and customer segments.• Established a fully operational BPO program—leading vendor selection, hiring, onboarding design, knowledge-base revamp, and tool configuration.• Led day-to-day departmental operations with ownership over Jira, Zendesk, and cross-functional workflow governance.• Achieved significant performance gains, raising CSAT from 7.3 to 9.5, SLA consistency from 83% to 99%, and boosting agent productivity from 1 to 7 daily ticket closures.• Realized over $450K in annual cost savings through strategic workforce planning and operational efficiency initiatives.• Introduced AI-enabled automations and process optimizations that materially improved throughput, accuracy, and scalability.• Oversaw BPO teams in Manila and Cairo, with senior support functions in Canada and the United States, driving high performance, cross-cultural alignment, and a consistent global customer experience.
Education
University of Utah - David Eccles School of Business
Master of Science - MSIS, Business Intelligence and Analytics
2019 — 2020
University of Utah - David Eccles School of Business
Bachelor of Science (B.S.), Information Systems
2016 — 2019
Salt Lake Community College
Associate of Science (AS), Business
2015 — 2016
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