Yael Adar

Background

About Yael Adar

I am a seasoned Senior Customer Success and Technical Support Manager with over 20 years' experience in the field of operations improvement management. My expertise lies in crafting exceptional customer experiences, team leadership, project/program management, and driving operational efficiency. In my previous roles, I have demonstrated an ability to consistently deliver high-quality results. For instance, as a Support Manager, I successfully led a team that maintained a 97.2% customer satisfaction rate. I have managed multiple teams across different geographics, resulting in increased efficiency and improved processes which led to a backlog reduction of 20% and increased customer loyalty by 50%. I am adept at using tools like Salesforce, Zendesk, Make and others for KPI reporting and dashboard building. My proficiency extends to planning and implementing new services (NPI), managing sensitive relationships between various teams, and establishing standard working procedures in compliance with ITIL and ISO standards. I continuously strive for improvement and utilize AI to optimize processes. But beyond these accomplishments, what truly sets me apart is my relentless commitment to optimizing customer journeys from onboarding through to renewal. I also take pride in building solid partnerships with both internal stakeholders and external vendors, always ensuring smooth operations.