Zantha S.

Background

About Zantha S.

I am a results-driven Director, specializing in scaling operations, optimizing customer experience, and leveraging technology to drive efficiency. With extensive experience in SaaS-based customer support, call center management, and process automation, I lead high-performing teams to deliver exceptional customer outcomes.As Director of Implementation & Technical Customer Support at HungerRush, I oversee customer experience operations, strategic support initiatives, and cross-functional collaboration to enhance product adoption and ensure seamless customer interactions. My leadership spans across support teams, product, and engineering, aligning technical solutions with business goals to maximize efficiency and customer satisfaction.Key Areas of Expertise- Customer Experience & Technical Support Leadership – Managing large-scale teams, optimizing performance, and increasing resolution efficiency- Process Optimization & Performance Improvement – Led initiatives that increased conversion rates by 10%, through improved operational workflows- Cross-Functional Leadership & Product Strategy – Driving major initiatives that align technology, business strategy, and customer success partnering with Product, Engineering, and Operations teams to enhance customer experience and drive product enhancements based on user insights- SaaS, B2B, and Call Center Operations – Expertise in Salesforce, Zendesk, Jira, and Confluence, just to name a few to enhance decision-making and customer engagement.Leadership Impact & Achievements- Led integration of new technology into HungerRush’s POS system, ensuring seamless adoption and functionality implementing process improvements that increased efficiency and reduced time to launch and response times- Developed a data-driven performance enhancement program (PIP and CPEP), improving overall KPIs through tailored coaching- Streamline escalation and resolution framework, ensuring faster issue resolution and higher customer satisfaction.Before HungerRush, I held leadership roles in service management, revenue operations, and business strategy at ABM Industries, where I led talent development, process optimization, and SEC compliance initiatives.I am passionate about using data, technology, and leadership to create high-performing teams. If you’re interested in collaborating, exchanging insights, or discussing customer experience strategy, let’s connect!Email me at zantha.springer@gmail.com