Andrea Silas
About Andrea Silas
Andrea Silas serves as the Vice President of Technical Support at DreamHost, where she has worked since 2003. She manages a large team and has significantly contributed to enhancing customer service and operational efficiency.
Current Role at DreamHost
Andrea Silas serves as the Vice President of Technical Support at DreamHost, a position she has held since 2014. In this role, she coordinates a team of over 110 members across three different offices and remote locations. Her responsibilities include overseeing hiring processes, internal technical training, and performance quality assurance for the Technical Support team. Silas plays a significant role in managing relationships with various departments, including Social Media, Marketing, Infrastructure, and Product Management.
Career Progression at DreamHost
Andrea Silas has experienced a steady career progression at DreamHost since joining the company in 2003. She has been promoted four times, reflecting an increase in responsibilities over her tenure. Prior to her current role, she served as the Director of Technical Support from 2012 to 2014 and as the Manager of Technical Support from 2011 to 2012. This trajectory highlights her commitment to the organization and her ability to adapt to evolving roles within the company.
Achievements in Customer Support
Under Andrea Silas's leadership, the Technical Support team achieved a notable 9.9/10 score in the 2015 PC Mag hosting customer survey. This score reflects the team's effectiveness in providing high-quality customer service. Additionally, she played a key role in the creation and oversight of the Social Customer Care team, which was designed to enhance customer service alignment with DreamHost's brand.
Focus on International Conversions
In her capacity as Vice President of Technical Support, Andrea Silas focuses on international conversions as part of her oversight of the inbound sales function. This aspect of her role involves strategizing to improve sales processes and customer engagement on a global scale, ensuring that DreamHost effectively meets the needs of its international clientele.