Teresa Holger

I’m a customer service operations and technical support leader with 8+ years of experience delivering high-touch B2B service in fast-paced environments. I specialize in owning end-to-end ticket lifecycles, managing escalations, and optimizing workflows that improve SLA compliance, response time, and customer satisfaction. I’ve worked across SaaS, IT, and service-driven organizations, serving as a Tier 2/3 escalation point and a trusted partner to customers, product, engineering, and operations teams. I’m hands-on with CRM and ticketing platforms including Zendesk, Salesforce, and HubSpot, where I’ve improved case visibility, prioritization, and customer communication. My work has led to measurable results, including a 21% reduction in escalation resolution time, maintaining 95%+ CSAT, and improving customer workflow efficiency through documentation, SOP development, and knowledge-base improvements. I thrive in roles where responsiveness, accountability, and service quality matter, and I’m motivated by building systems that help teams respond faster, resolve issues effectively, and deliver consistent, high-quality customer experiences.