I Transform Support Teams Into Revenue Drivers

15+ years turning underperforming support operations into top 1% customer experiences. Your next competitive advantage starts with world-class support leadership.

✓ 30% Productivity Gains

✓ 5000+ Deployments

✓ 350+ Trained

Hire Me Now Book Discovery Call

damon.muncy@hotmail.com LinkedIn 📍 Louisville, KY

Damon L. Muncy - Support Operations Leader

15+

Years Leading

Top 1%

CSAT Scores

Core Competencies That Drive Results

Proven expertise across the entire support operations spectrum

👥

Support Leadership

High-Performing Team Building • KPI & Metrics Management • SLA & Escalation Management • Process Optimization • Quality Assurance • Cross-Functional Collaboration

🎯

Customer Experience

CSAT/CES/FCR Excellence • Voice of Customer Programs • B2B & SaaS Support • Knowledge Base Development • Customer-Centric Culture Building

🚀

Technical Excellence

Enterprise Ticketing Systems • CRM Platforms • ITSM • Automation Tools • API Integrations • Hardware/Software Deployment

🤖

AI & Innovation

Google AI Essentials Certified • Generative AI Applications • Process Automation • Predictive Maintenance • AI-Enhanced Support Workflows

📊

Data-Driven Strategy

Performance Analytics • ROI Optimization • Vendor Management • Contract Negotiations • Budget Management • Compliance

🎓

Training & Development

Curriculum Design • Onboarding Programs • SOP Development • Skills Gap Analysis • Mentoring & Coaching • Knowledge Transfer

Proven Track Record of Excellence

ThinkSign Optoelectronics

2019 - 2024

Support Services Manager • Louisville, KY

Led 5,000+ active deployments with exceptional SLA compliance
Achieved 30% productivity improvement through strategic automation
Implemented enterprise ticketing systems reducing resolution times
Served as voice-of-customer to Product and Engineering teams
Managed vendor relationships optimizing investment returns

Diversified Consultants Inc

2017 - 2019

Training & Development Manager • Louisville, KY

Trained 350+ team members with industry-leading success rates
Designed bi-weekly training cycles outperforming peer offices
Created comprehensive SOPs accelerating onboarding
Implemented QA frameworks maximizing employee growth

Yum! Brands / KFC IT US

2010 - 2015

Help Desk & QA Support Analyst • Louisville, KY

Maintained sub-5-minute AHT while exceeding all SLA metrics
Supported 4,400+ POS/BOH systems nationwide
Promoted to QA Technical Analyst for exceptional performance
Executed staged releases from pilot to national deployment

AT&T Internet Services

2008 - 2010

Technical Support Team Lead • Louisville, KY

Led DSL & U-verse support for residential & business customers
Coached peers to raise team performance metrics
Collaborated with management to improve support tools

Why Companies Choose Me

"I thrive in fast-paced, rapid-growth environments. My passion lies in continuously raising the bar for support and service. I believe in being the voice of the customer within the company, seeing escalations not as problems, but as opportunities to strengthen relationships and improve our products."

— From my recent application to Fillout