Robert DelFave
Charlotte,NC
Summary
Strategic Customer Support Leader with over 10 years of experience in global SaaS operations, AI automation, and customer experience optimization. Proven ability to design AI-driven workflows that boost CSAT to 97%, optimize resolution times, and scale high-performance remote teams. Passionate about leveraging technology to enhance efficiency, self-service, and proactive support strategies.
Overview
12
12
years of professional experience
Work History
Senior Manager of Product Support & AI Enablement
Meltwater
01.2019 - Current
- Spearheaded the design and launch of the Mel AI Chatbot, automating 27% of customer inquiries and reducing live agent workload by 35%, saving 1,614 agent hours in 2024.
- Achieved a 97% CSAT score across 18,248 surveys in 2024 through standardized onboarding and continuous quality monitoring.
- Optimized support operations by implementing Intercom and JSM, leading initiatives to improve global efficiency and operational workflows.
- Led a distributed support team to high engagement and retention through structured coaching and team-building initiatives.
- Collaborated with Engineering to develop 'ChatSync', an AI-driven integration automating support chat summaries into JSM, streamlining cross-functional workflows.
- Consistently exceeded key support metrics, including a 3.4-minute median first reply time for live chats and a 0.4-hour first reply time for email tickets in 2024.
- Managed large-scale projects, introducing new systems and processes to achieve challenging objectives and enhance operational efficiency.
- Oversaw performance evaluations, compensation, and hiring to maintain optimal staffing levels and team performance.
- Provided strong leadership to enhance team productivity and morale, setting clear targets and objectives to drive success.
Client Support Team Manager
Meltwater
01.2018 - 01.2019
- Led a team of 10+ employees to achieve a 95% CSAT through personalized coaching and performance management.
- Collaborated with Product and Sales teams to ensure seamless support readiness for product launches.
- Coached staff through daily tasks and complex challenges, enhancing team problem-solving capabilities.
- Evaluated personnel performance, introducing incentives and team-building events to boost morale and productivity.
- Analyzed customer service data to identify trends and implement solutions, improving overall customer experience.
Client Support Team Lead
Meltwater
01.2017 - 01.2018
- Managed the client-facing Help Center, ensuring seamless product rollouts and high support quality.
- Maintained exceptional service standards, proactively resolving customer issues to enhance satisfaction.
- Addressed client inquiries efficiently, asking targeted questions to expedite resolutions.
- Collaborated with cross-departmental teams to research and resolve complex customer issues.
Client Support Specialist
Meltwater
01.2016 - 01.2017
- Provided technical troubleshooting for SaaS platforms, partnering with Account Managers to enhance client support.
- Developed expertise in Boolean logic and data analysis, delivering actionable insights for client campaigns.
- Resolved client inquiries efficiently, using targeted questions to streamline solutions.
- Delivered exceptional client service, strengthening relationships and fostering future business opportunities.
Client Support Engineer
TrackStar International & ShoreTel
01.2013 - 01.2016
- Delivered high-quality technical support, troubleshooting SaaS platforms and VoIP systems efficiently.
- Contributed to product improvements through QA testing, customer feedback, and device integration.
- Implemented technical solutions that boosted customer satisfaction and operational performance.
- Addressed client inquiries promptly, using targeted questions to expedite resolutions.
Education
Bachelor of Arts - History
Liberty University
Remote01.2020
Associate of Arts - History
Monroe Community College
Rochester, NY01.2010
Skills
- Customer Support Leadership & Strategy
- Global Support Strategy & Leadership
- Data-Driven Performance Management
- Remote Team Leadership
- AI-Driven Solutions Development
- AI Chatbot Deployment
- AI-Driven Support Optimization
- AI-Enhanced Ticketing Solutions
- Customer Experience & Operations
- SaaS Client Support
- Key Performance Indicator Enhancement
- Multi-Channel Customer Support
- Tech Stack & Process Optimization
- Intercom, Zendesk, JSM
- KPI Analysis & Reporting
- Workflow Automation & Process Improvement
Timeline
Senior Manager of Product Support & AI Enablement
Meltwater
01.2019 - Current
Client Support Team Manager
Meltwater
01.2018 - 01.2019
Client Support Team Lead
Meltwater
01.2017 - 01.2018
Client Support Specialist
Meltwater
01.2016 - 01.2017
Client Support Engineer
TrackStar International & ShoreTel
01.2013 - 01.2016
Bachelor of Arts - History
Liberty University
Associate of Arts - History
Monroe Community College
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