William Will Lamb

About William Will Lamb

Senior Operations and Customer Experience Leader with 10+ years of success in business operations, contact center management, and support transformation across SaaS, fintech, and technology environments. Proven record of driving operational excellence, customer satisfaction, and scalable growth through KPI ownership, process optimization, and workforce planning. Expert in cross-functional collaboration, compliance management, and data-driven decision making to enhance service delivery and business outcomes. Adept at developing high-performing global teams and aligning operations with organizational strategy and customer needs.Core CompetenciesLeadership & Strategy:Global Operations, Workforce Planning, Business Continuity, KPI Optimization, SLA Management, Support Transformation, Customer Operations Strategy, Business Process Improvement, Customer Experience, Voice of the Customer (VoC)Compliance & Risk:Risk Mitigation, Operational Compliance, Process Auditing, Policy DevelopmentTechnical & Data:SQL for Data Analysis, Root Cause Analysis, Knowledge Base Development, Technical Escalation Management, Six Sigma White Belt (Process Improvement), Support Analytics, Continuous Improvement, Data-Driven Decision MakingPeople & Culture:Coaching & Mentoring, Hiring & Career Development, Training Program Design, Change Management, Cross-Functional LeadershipTechnology Skills:Salesforce, Zendesk, Jira, Confluence, Thoughtfarmer, IVR Systems, SQL, Payment Gateways

Experience

1. Manager, Engineering Support

   Tipalti

   Jun 2024 — Present · Plano, TX, US

   Directed engineering support operations, ensuring seamless integration between technical teams and project stakeholders. Managed a team of engineers, fostering professional development and optimizing performance. Developed and implemented processes to improve system reliability and operational efficiency. Designed and enforced escalation protocols to ensure timely resolution of critical support cases and alignment with SLAs across global support teams. Coordinated cross-functional initiatives, providing technical solutions and driving project success. Monitored KPIs and delivered actionable insights to enhance customer satisfaction and team productivity. Played a key role in driving a 23% increase in productivity within the U.S Team in the first 6 months. Served as the primary point of contact for both internal and external escalations for all North American teams. Acted as a feedback conduit to Product and Engineering teams, translating customer insights into feature improvements and support workflow enhancements. Established and managed a second team of Support Engineers based in Medellín, Colombia, expanding global support capabilities and operational coverage.

Education

• University of Phoenix

  Bachelor's degree

• ITT Technical Institute

  Network and System Administration/Administrator