Veroni Dicks

Background

About Veroni Dicks

Experienced Team Lead specializing in technical support, customer experience, and operational management. With over 4 years in SaaS and LMS support, I excel at driving process improvements, managing KPIs, and leading high-performing teams. What I Do Best: Technical Support Leadership – Managing core & seasonal support teams (35-45 agents) to exceed performance targets in FCR, CSAT, and resolution times. Process Optimization & Data Analysis – Making data-driven decisions to streamline workflows, reduce escalations, and boost efficiency. Quality Assurance & Training – Conducting QA reviews, leading train-the-trainer sessions, and coaching supervisors & agents. Client Relations & Stakeholder Management – Acting as the primary liaison with clients, aligning support strategies with business goals. Passionate about team development, customer success, and leveraging technology to enhance operations. Currently open to leadership roles in SaaS, EdTech, and customer support operations. Let’s Connect – I’m actively exploring new opportunities!