Susannah Leong

About Susannah Leong

I am a results-oriented customer support leader with 12 years of experience driving excellence in training & enablement, quality assurance, and customer sentiment. I am a strategic leader in internal reporting and external vendor management, specializing in organizing both onboarding and upskilling training programs for global internal teams, external vendors, and AI platforms. I am an expert in synthesizing complex customer-facing specialist quality assurance data into actionable insights and leading cross-functional initiatives to meet aggressive organizational and individual KPIs, leading to higher customer satisfaction. I am an excellent communicator with the ability to translate complex business goals into clear, actionable outcomes for internal specialists and external contact center partners.

Experience

1. Technical Support Enablement & Quality Content Lead Analyst

   Smartsheet

   Aug 2024 — Present · Bellevue, WA, US

   Develop job aid and training content to reinforce team knowledge gaps found by analyzing QA data in Level AI and Salesforce, increasing annual CSAT Own training compliance reporting for 150+ staff via Tableau, ensuring entire department meets KPIs, leading to higher customer satisfaction scores and product release readiness Host weekly cross-functional partnership meetings with SMEs and leadership to drive product release readiness, align on prioritizing required training due dates, and highlight incompliant personnel Partner with technical teams to deploy Agentic AI pilots for front-line phone support, raising case deflection Streamline knowledge article update process to align with rapid product deployment, maintaining 100% front-line readiness Market ongoing department communications and newsletters, architect inaugural Enablement & Quality SOP playbooks, and synthesize quarterly LOB statistics for leadership MBRs, driving impact and staff enablement Pioneer and manage net new global onboarding roadmaps for all support pods, managers, and QA roles Manage end-to-end installation of Sanas noise application for 100+ global specialists, enhancing user phone support at $0 cost Direct train-the-trainer initiatives for leaders, ensuring consistent service quality and knowledge transfer across global channels Lead department initiative to certify 180+ global staff in Builder Certificate of Achievement via onsite exams Champion job aids and training in WFM transition from Playvox to AWS platform, ensuring seamless team enablement, knowledge transfer, and adoption across 150+ staff within 30 days Orchestrate 11-week global onboarding of in-house and outsourced support to guarantee new hires’ 100% product knowledge and live customer interactions readiness Audit new hire training through rigorous employee closed-loop feedback process and post-onboarding survey analytics while transforming the enablement catalog to appeal to different learning styles

Education

• University of Illinois Urbana-Champaign

  Bachelor of Arts (B.A.), Communication, Sociology

Skills

• Singing
• Microsoft Office
• Making Coffee
• Teamwork
• Data Analysis
• Microsoft Word
• Leadership
• Social Media Marketing
• Microsoft Excel
• Powerpoint
• Microsoft Access
• Time Management
• Facebook
• Crm
• Event Planning
• Communication
• Access
• Social Networking
• Customer Service
• Social Media
• Customer Relationship Management (Crm)
• Public Speaking