Tim Lopez is the director of support services and social research for TSIA. In this role, he works with TSIA’s members to streamline support processes, improve their social support offerings, and achieve their overall support-oriented goals.
Tim has held various support leadership roles, and is most notably known for launching Symantec’s award-winning Social Media Customer Care team. While at Symantec, Tim drove down support response times, increased social support volume, and introduced response automation tools, all while maintaining 98% Customer Satisfaction.
Tim has spoken at many conferences over the years, sharing best practices, personal experiences, and social support expertise. Tim is passionate about customer experiences and modernizing operations for the new era of support services.
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