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Martin Drapal is a seasoned professional in technical support management with extensive experience in leading teams and enhancing customer service operations. Currently serving as the Senior Manager of Technical Support at Outreach, Martin is responsible for building and leading a team of EMEA Technical Support Engineers, overseeing specialized POD teams, and managing KPIs to ensure high-quality support across multiple languages. Prior to this role, Martin held various positions at AT&T, including Operations Manager, where responsibilities included quality and people management, as well as technical training for new team members and initial troubleshooting of network services. Martin's expertise in data analysis and collaboration with engineering teams has been pivotal in driving improvements and advocating for enhanced customer experiences.