Trusted adviser to startups, VCs, and enterprises
The Founder and Principal of The Support Strategy, Lala Mamedov, Ph.D. and MBA, is a highly respected Support and Services executive with leadership experience ranging from optimizing and delivering global frontline support to managing customer deployments to building customer success and support operations in Consumer, SMB, and Enterprise spaces.
She has provided hands-on management and thought leadership at a number of prominent companies, such as Netscape, VeriSign, PayPal, Intuit, Juniper Networks, and others, as well as advising a number of startups.
Lala Mamedov has in-depth practical experience developing and implementing both transformative strategic innovations, practical efficiencies, and productivity improvements. She has led successful service automation efforts, resulting in, as an example, a 50% reduction in inbound case volume. In another instance, she achieved a 45% increase in team productivity by implementing subject matter specialization, closed loop feedback process, and more sophisticated and streamlined managed service implementation processes, including building a team of home based agents.
Lala Mamedov is a sought-after participant in support industry events as a speaker and a panelist. She has been recognized as “Innovator of the Year” by the Consortium for Service Innovations for her contribution to the development of Knowledge Centered Support (KCS) framework. She is a tenured judge of the annual Top Ten Support Websites competition.