Kevin L.

Kevin L. is an experienced professional in customer support management with a robust track record of leadership and performance improvement. Currently serving as Senior Manager of Global Customer Support at the International Institute of Business Analysis (IIBA) since April 2019, Kevin has excelled in overseeing remote customer support specialists and vendor partners, achieving top-tier performance metrics. Previously, at Descartes Visual Compliance + MK Denial, Kevin worked as an Implementation Specialist, focusing on enhancing customer satisfaction through proactive communication and support. As Director of Customer Support at Nelson Education from 2008 to 2018, Kevin led significant process enhancements that earned the organization top rankings in customer satisfaction surveys. Earlier in a managerial role at Carswell, a Thomson Reuters business, Kevin established a Customer Retention Team that generated over $1 million in annual savings.