Mark Nader

• Directed a global support team, conducting regular performance audits to ensure adherence to quality standards.
• Conducted quality checks on support tickets and customer communications to uphold excellence in service delivery.
• Maintained up-to-date progress tracking across ongoing projects, ensuring transparency and alignment with deadlines
• Oversaw escalations for high-value clients, delivering swift and effective resolutions.
• Designed and implemented a comprehensive Support Manual and Knowledge Base, enhancing onboarding and customer self-service.
• Analyzed SLA compliance, workload distribution, ticket resolution time, and CSAT metrics to drive continuous improvement.
• Introduced new resolution pathways, and lead the testing and implementation of new business opportunities, B2B scaling, and collaboration, improving overall quality of projects’ lifecycle, customer satisfaction, and company growth.
• Empowered the team by delivering actionable solutions to operational challenges, enhancing morale and capability
• Managed vendor relations, finances, and payments, ensuring alignment with contractual terms.
• Collaborated cross-functionally to maintain operational transparency and meet project deadlines.