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Phillip Labossiere
Looking for a jobHead of Client Services
Visionary support executive who transforms customer support into revenue-driving, AI-enabled operations.
United StatesHead of Client Services at Malik Law Firm, PLLC
About
I am a results-driven support executive who partners with C-suite leaders to design omni-channel, AI-enabled support ecosystems that reduce churn and drive revenue. I have led global support operations across time zones, scaled teams through private-equity transitions, and built training hubs that increase self-service adoption.
My initiatives have directly impacted the bottom line: aligning support with sales to drive $2.87M in revenue growth, improving critical-issue resolution by 20% for 15,000+ clients, and reducing ticket volume and resolution time through AI and automation. I consistently maintain high customer satisfaction while optimizing costs and SLA performance.
I bring hands-on experience with Zendesk, Salesforce, HelpScout and enterprise analytics tools, a track record of award-winning service (5x Stevie Awards), and a collaborative leadership style focused on measurable outcomes and sustainable scaling.
Experience
Head of Client Services
Directed client service operations by partnering with legal counsel to overhaul internal processes. Successfully integrated a CRM platform that simplified the intake experience and automated document and payment processing.
CRM SystemsCRM ManagementMyCaseUSCIS ApplicationsUSCIS And Or E Verify ProcessesImmigration Law
Head of Professional Services
Redesigned client onboarding and training to accelerate revenue and reduce support dependency, increasing self-service adoption 10%, reducing churn 8%, and achieving 96% CSAT while cutting backlog 45%.
Client OnboardingZendeskSalesforceCSATSelf Serve AdoptionCross Functional Collaboration
Education
New York Institute of Technology
Completed a Bachelor of Science focusing on Computer Science and Business Management.