Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Rahela Nieto

Lakewood,CO

Summary

Strategic, results-driven, and dynamic support leader with 10+ years of experience driving high-impact Support Operations in agile, fast-paced, high-growth environments. Proven track record in building and scaling high-performance teams, designing strategic support frameworks, and delivering operational excellence that elevates customer satisfaction, strengthens loyalty, and improves operational efficiency. Leverages data-driven decision-making and innovative, AI-powered solutions to optimize support metrics, streamline workflows, and deliver exceptional customer experiences. A collaborative team player who leads with transparency, fosters a culture of trust, and promotes continuous learning, ensuring teams consistently exceed expectations and business goals.


Overview

24
24
years of professional experience

Work History

Associate Director, L1 Support

Twin Health
12.2023 - Current
  • Established KPI tracking and reporting in Zendesk, Lightdash, and Salesforce, providing clear visibility into headline metrics, operational performance, customer satisfaction, and team productivity, enabling data-driven executive decisions.
  • Partnered directly with senior leadership on high-impact initiatives to align support operations with business growth objectives, cost-reduction targets, and long-term strategic priorities.
  • Analyzed support metrics and KPIs to identify trends, address problem areas, and shape the product and support roadmap, incorporating AI enhancements to stay ahead of industry standards.
  • Partnered cross-functionally with Product, Engineering, Clinical Operations, and Supply Chain to deliver technically accurate, comprehensive, and customer-focused solutions, improving first-contact resolution rates and product usability.
  • Executed operational efficiency initiatives, including optimizing communication channels, refining support tiers, and selecting scalable AI-enabled tools for automation and knowledge delivery.
  • Led, mentored, and expanded a multi-layered support organization of Associates, Specialists, Leads, and Managers, fostering a culture of excellence, transparency, accountability, and continuous learning.
  • Designed and implemented a self-service knowledge base integrated with AI-powered search, reducing inbound ticket volume and improving time-to-resolution.
  • Consistently achieved and exceeded CSAT/NPS goals through targeted process improvements, strategic resource allocation, and skill development programs.

L1 Technical Support Manager

Twin Health
09.2021 - Current
  • Designed and implemented a balanced support framework integrating dedicated support staff and self-service strategies, resulting in improved efficiency, reduced COGS, and enhanced customer satisfaction rates (NPS and CSAT).
  • Led and mentored a team of support professionals, fostering a culture of excellence, accountability, and continuous learning.
  • Analyzed support metrics and KPIs to identify trends, address areas of concern, and implement process improvements to optimize support delivery.
  • Collaborated closely with cross-functional teams, including Product, Engineering, Design, Member Experience, Customer Success, and Supply Chain to enhance product offerings and overall customer experience.
  • Ensured the support team was equipped with all necessary tools and training to provide top-notch service and product expertise.
  • Strategically identified, selected, and implemented Support Tooling (including Zendesk-like platforms) to facilitate rapid scaling and efficient management of the support platform.

Clinical Support & Operations

Virta Health
10.2019 - 04.2020
  • Supported clinical operations, facilitating seamless service delivery and operational excellence.
  • Contributed to process improvements, resulting in enhanced operational efficiency and member satisfaction.

Assistant Center Operations Director

Concentra
10.2017 - 08.2018
  • Assisted in managing operations of a medical center, supporting staff coordination and facility management.
  • Collaborated with leadership to implement strategic initiatives aimed at improving operational performance, streamlining workflows and optimizing resource utilization.
  • Ensured compliance with regulatory standards and company policies.

Physical Therapist Assistant

Encore Rehabilitation Services
12.2015 - 04.2016
  • Assisted in providing physical therapy services to patients, focusing on their rehabilitation goals, and supported the therapy team in implementing treatment plans and monitoring patient progress.
  • Contributed to creating a positive and supportive environment for patients undergoing rehabilitation.

Customer Service Director

United Airlines
01.2002 - 01.2011
  • Directed global customer service operations, ensuring high levels of customer satisfaction, efficient service delivery, and on-time departures.
  • Managed and developed a team of customer service representatives, providing comprehensive training, coaching, and performance management.
  • Implemented initiatives to improve service quality, streamline processes, and enhance the overall customer experience.

Education

Master of Business Administration (MBA) -

University of Colorado
Colorado Springs
06-2019

Bachelor of Science (B.S.) - Clinical Management & Leadership

The George Washington University School of Medicine And Health Sciences
05-2017

Associate's Degree - Physical Therapist Assistant

Northern Virginia Community College
Springfield, VA
05-2015

Skills

  • Customer Support Leadership & Scaling
  • Customer Satisfaction (CSAT) & Net Promoter Score (NPS) Improvement
  • Strategic Planning & Execution of Support Frameworks
  • Cross-functional Collaboration (Product, Engineering, Customer Success, Operations, Supply Chain)
  • Team Leadership, Mentoring & Development
  • Data-Driven Decision Making & KPI Analysis (Zendesk, Salesforce, Lightdash)
  • Implementation & Optimization of Support Technologies (Zendesk, AI-enabled support solutions, Jira, Slack Workflows)
  • Process Improvement & Operational Efficiency
  • Technical Acumen & Issue Investigation
  • Excellent Communication & Interpersonal Skills
  • Adaptability in Fast-Paced, High-Growth Environments
  • Project management
  • Relationship building

Languages

German
Native or Bilingual
Croatian
Native or Bilingual

Timeline

Associate Director, L1 Support

Twin Health
12.2023 - Current

L1 Technical Support Manager

Twin Health
09.2021 - Current

Clinical Support & Operations

Virta Health
10.2019 - 04.2020

Assistant Center Operations Director

Concentra
10.2017 - 08.2018

Physical Therapist Assistant

Encore Rehabilitation Services
12.2015 - 04.2016

Customer Service Director

United Airlines
01.2002 - 01.2011

Master of Business Administration (MBA) -

University of Colorado

Bachelor of Science (B.S.) - Clinical Management & Leadership

The George Washington University School of Medicine And Health Sciences

Associate's Degree - Physical Therapist Assistant

Northern Virginia Community College

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Rahela Nieto