Madeleine Nylec

About Madeleine Nylec

Experienced professional with a history of customer account management and retention, strategic partnership building, and client relationship development. Throughout my career, I have shown that I am a driven, motivated self-starter with the ability to adapt to change quickly and efficiently.

Experience

1. Product Support Manager

   Latchel

   Jul 2023 — Present

   Lead and mentor a Product Support team of 3, setting performance goals, coaching for growth, and driving a culture of ownership, quality, and customer obsession- Manage complex escalations and deep-dive investigations (e.g, invoice disputes, integration sync issues, vendor prioritization), delivering clear executive summaries with actionable recommendations- Build and optimize SOPs, training programs, and communication templates to streamline workflows, reduce errors, and ensure consistent, customer-first experiences- Partner cross-functionally with Product, Ops, Engineering, and Customer Success to escalate systemic issues, influence product improvements, and align support processes with business goals- Develop and maintain dashboards, trackers, and data analyses (Salesforce, Assembly, SQL, Google Sheets) to monitor CSAT, productivity, and SLA adherence, informing leadership decisions.

Education

• Texas Tech University

  Bachelor of Agricultural Sciences and Natural Resources, Agricultural Economics

  2012 — 2017

• Texas Tech University

  Bachelor of Classical & Modern Languages & Literature, Spanish Language and Literature

  2012 — 2017