Mira Gemayel

• Lead, develop, and engage a 40-person global customer service and technical support
organization, driving a high-performance culture through clear standards, coaching, and
performance management.
• Own support operations across multiple regions, improving first-contact resolution, SLA
adherence, and operational efficiency.
• Use performance data to identify gaps and implement improvements in resolution speed,
service quality, and customer experience.
• Lead hiring, onboarding, and training via global onboarding and performance frameworks,
ensuring team readiness and consistent service quality.
• Partner cross-functionally with Sales, Product, and Engineering, using data-driven insights
to influence decisions and drive operational and strategic improvements.
• Repositioned customer support as a strategic driver of retention and customer experience.

• Delivered measurable performance against targets (40% year-over-year growth) by setting
clear KPIs and accountability systems.
• Managed executive stakeholders and joint planning across multiple regions,
communicating clearly to align and influence decisions.

• Resolved complex commercial and technical escalations while maintaining SLA compliance.
• Exceeded quarterly targets through structured planning, proactive management, and close
attention to performance metrics.

• Managed enterprise and strategic accounts with a consultative, customer-focused
approach, consistently exceeding performance targets.

leadership and operations in a fast
paced, cross-cultural environment. coordination, scheduling, and
stakeholder communication.

Pre-hospital emergency care delivered with composure and clear decision-making under real
time pressure.