Making Customer Support Simpler, Smarter, and More Human with Theresa
October 29 2026
For Theresa, great customer support is pretty simple: make things easier for customers, keep looking for ways to improve, and never assume this year's best is good enough for next year.
As a Director of Customer Support at McAfee, Theresa leads teams supporting customers around the world through voice, chat, advanced support, training, quality, and operations.
From transforming how support teams work to exploring what AI could make possible next, Theresa is always looking for the next opportunity to improve the customer experience.
Keep Reinventing
Theresa spends a lot of time thinking about a deceptively simple question: how can we do better for customers? Over the last two years, that question has driven significant changes across her teams.
Support experts have been cross-trained across voice and chat, teams have simplified how customers get help, and data and new tools are helping identify what’s working and where there are opportunities to improve.
For Theresa, though, improvement is never really finished. “As I tell my team, every year we must keep reinventing ourselves to stay relevant. Delivering on what we did this year again next year is not good enough. We must set the bar higher.”
It’s a mindset she brings to everything from day-to-day operations to bigger questions about what the future of customer support could look like.
What Could AI Make Possible?
One of the areas Theresa is most excited about right now is AI. Her teams have been partnering closely with McAfee tech teams to explore how AI can support both customers and the people helping them.
Today, AI can already help answer many customer questions. Theresa is excited about where it can go next, from helping customers complete everyday tasks themselves to giving support experts the right information when they need it.
“It is a fascinating area where technology augments what we do every day, giving my frontline teams more time to focus on the customer experience and giving our customers more flexibility with how they interact with us.”
For Theresa, that last part matters. Technology should make things easier, but great customer support still comes back to understanding what the person on the other end needs.
The Best Support Experience? You Might Not Need Support at All
Ask Theresa what a great customer experience looks like and the answer might be a little unexpected. “A great customer experience is when the product works so easily that the customer never has to call or chat with my teams for assistance.”
That doesn't make Customer Support any less important. In fact, it gives Theresa's teams another role to play.
They hear directly from customers every day. They gather feedback, recreate issues, and bring those insights back to teams across McAfee to help improve the experience. The aim is to learn from what customers are telling them today so tomorrow's experience can be even better.
That customer focus has also earned external recognition, with McAfee recognized in Newsweek and Statista's America's Best Customer Service 2027. For Theresa, it's another reflection of what teams across the company are working toward every day.
“I Have So Many Proud Moments”
Ask Theresa what she's most proud of since joining McAfee and picking just one thing isn't easy. “I have so many proud moments with them that it is hard to pick just one.”
In a relatively short time, her teams have evolved the way global support operates, introduced new training, simplified processes, and significantly improved how customer issues are managed.
But Theresa keeps coming back to the people. “I am extremely proud of every single member of this team and what they do every day.”
They also keep her standards high. Theresa describes a team that continually looks at its own processes, simplifies where it can, and challenges ways of working that aren't delivering at the level they expect. That willingness to question, improve, and try something different is exactly what Theresa wants to see.
Winning Together
Theresa came to McAfee after working in telecom, an environment she describes as fast-paced. She found that same sense of momentum in the way teams at McAfee rally around ambitious goals.
“The goals are not easy ones and require strong partnership across organizations to achieve them. We win or fail together.”
It's that sense of shared ownership she values most. Customer Support can't improve the customer experience alone. It takes teams across different disciplines working toward the same outcome.
And that willingness to work together, challenge what's already there, and keep moving forward is a big part of what keeps Theresa energized.
Miles, Mutts, and Making Time to Recharge
Outside work, Theresa is still on the move. “I run or walk almost every day. You can usually find me outside in the evenings or on weekends.”
That could mean getting miles in around the neighborhood, running a 5K or 10K, or tackling a half marathon.
There's another very important part of her downtime too: her Golden Retrievers. In Theresa's own words: “Just look at them. How could you not be happy looking at those sweet fur baby faces!”
Build What's Next at McAfee
Theresa's career is a reminder that customer support isn't standing still. New technology is creating new possibilities, customer expectations continue to evolve, and there's always another opportunity to make an experience simpler and better.
At McAfee, that means having the space to challenge how things work today, collaborate across teams, and keep setting the bar higher for tomorrow.
Cookies are used on this site to assist in continually improving the candidate experience and all the interaction data we store of our visitors is anonymous. Learn more about your rights on our Privacy Policy page.
Corporate Headquarters