Maureen Hayes
Director of Support, Legion Technologies | Transformational leader with a customer-centric mindset
- Role
- Director of Customer Support at Legion Technologies
- Location
- Pittsburgh, PA, US
- LinkedIn followers
- 500 followers
About Maureen Hayes
High-energy, passionate, influential leader with decades of experience leading high performing global teams and customer support operations. Thrives on the challenges of increasing organizational effectiveness, solving complex business needs, and building a disciplined operational rhythm.
Experience
Director of Customer Support
Jan 2024 — Present
Led the global support organization through a period of rapid scaling, creating a Technical Account Management service while driving operational excellence, organizational transformation, and measurable improvements in customer experience• Brought support functions in-house by establishing low-cost support centers in Romania and India to optimize coverage and efficiency, provide 24 by 7 support, and achieve a 50% margin •. Developed the Technical Account Management service, created and delivered value propositioning and presentation resulting in 56% net new program growth • Optimized support processes to reduce ticket processing time resulting in 98% improvement on responsiveness, reducing backlog by 36%, reducing resolution duration by 39%, and improving overall satisfaction by 5% • Partnered with Engineering to streamline handoffs, reducing ticket escalation time to Engineering by 52% and cutting resolution time for escalated issues by 46% across teams • Collaborated with partners and delivery teams to design and execute a hypercare process for 100% of customers in implementation to ensure smooth customer go-lives and high adoption success
Education
Carnegie Mellon University
Bachelor of Science - BS, Business Management
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