Customer Support Manager

Real portfolio pieces built during the course, not a certificate for its own sake. Each one is work you can show.

• Management decision logEvery decision from the eight days on one page: what was decided, who raised it and when, the authority it was made under, the reasoning stated so somebody could disagree with a specific part of it, what the decision cost, and the condition that would bring it back. The last two fields are what separate it from a diary.
• Metric diagnosis and restatementAn eleven point first contact resolution gap between two sites traced to its cause: a case logging practice and a reporting definition written in 2023, rather than a difference in performance. States what the corrected figure is, what it does to the site that looked best, and how that was put to the team lead and to the director.
• Policy decision recordTwo repeated exceptions and two opposite answers. Nine returns window waivers across nine products became a policy change with its cost and its authority band written down; five bereavement refunds in four months deliberately did not, because a rule would have cost more than the exceptions and would have required asking a bereaved customer for documentation.
• Cross department case and follow throughA contact driver owned by another department, quantified rather than complained about: 212 contacts in nine weeks, 38% of the warranty queue, $9,400 in replacements. Carries what was asked for, what the answer was, and what happened to a well-made case from six months earlier that reached one person's inbox and stopped there.