Aisha Mensah

Customer Support Team Lead

aisha.mensah@email.com · +44 7700 900123 · Manchester, UK

Profile

Customer support professional with 6 years in SaaS support, the last two leading a team of 9. Sustained 96% CSAT while cutting average handle time 22%.

Work Experience

Support Team LeadMar 2023 - Present

Cloudline, Manchester

Lead a team of 9 agents covering 3 time zones
Held 96% CSAT while ticket volume grew 40% year over year
Built onboarding program that halved new-agent ramp time

Senior Support AgentJan 2019 - Feb 2023

Cloudline, Manchester

Top 5% resolution rate three years running
Wrote 60+ help-center articles deflecting ~500 tickets/month

Profile

Work Experience

Education

Skills