About
Experienced and results-driven Customer Success Head with a strong background in strategic management and team leadership, adept at optimizing customer satisfaction and driving loyalty. Proven ability to implement data-driven strategies that significantly reduce churn and boost customer retention, leveraging expertise in managing large support teams and fostering continuous improvement. Seeking to apply extensive experience to shape customer-centric strategies, elevate client experiences, and drive substantial business growth.
Work
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Summary
Led a global team of 15 customer success professionals, driving business transformation and optimizing processes to enhance client experience and retention.
Highlights
Led and mentored a global team of 15 customer success professionals, delivering exceptional support and fostering cross-country collaboration.
Spearheaded multiple business transformation projects, standardizing and streamlining processes to enhance operational efficiency and service delivery.
Partnered with the engineering team to identify and resolve root causes of support issues, significantly reducing customer churn.
Orchestrated successful client engagement campaigns, meticulously tracking team progress and ensuring timely project delivery.
Innovated and optimized customer success processes, directly contributing to measurable improvements in customer retention rates.
Designed and implemented comprehensive onboarding and offboarding programs, accelerating new hire productivity and improving team integration.
Developed and launched a robust customer management process, alongside effective onboarding and training programs that elevated team performance.
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Summary
Directed comprehensive operations and strategic initiatives for a global online platform, leading a diverse team of 200+ staff to optimize business performance and stakeholder relations.
Highlights
Managed end-to-end operations and led a diverse team of 200+ staff, overseeing recruitment, onboarding, and comprehensive training programs.
Developed and implemented competency-based training programs, aligning 100% with Key Performance Indicators (KPIs) to enhance team performance.
Implemented strategic policies and operational processes that significantly reduced absenteeism and attrition rates across the organization.
Collaborated effectively with internal and external stakeholders, negotiating critical vendor contracts and ensuring full regulatory compliance.
Provided strategic guidance and leadership for critical projects, effectively leading project meetings and resolving complex conflicts.
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Summary
Provided strategic consulting to multiple startups, driving operational efficiency, cost reduction, and market entry initiatives.
Highlights
For Lust Have It!, developed a streamlined client management process and negotiated key supplier deals, resulting in significant cost reductions.
For PulseRadio, designed and implemented robust operational processes that reduced fraud and disputes by an impressive 87.42%.
For Blys, successfully established core operational processes and recruited key personnel, ensuring effective business management and growth.
For SmartSari, spearheaded the establishment of Manila operations and successfully negotiated critical vendor contracts for the SmartSari app launch.
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Summary
Managed customer service and training operations, overseeing recruitment and development for over 100 agents to enhance client support and quality.
Highlights
Oversaw the recruitment, comprehensive onboarding, and training of 100+ new customer service agents, building a high-performing team.
Formulated and implemented new chat support and quality control policies, significantly enhancing the quality and efficiency of client support.
Played a pivotal role in the successful establishment and operationalization of a new Business Centre in Manila.
Led cross-functional collaborative projects, contributing insightful articles and positive reviews that enhanced the company's online presence.
Languages
English
Filipino
Skills
Customer Success & Operations
Customer Satisfaction, Customer Retention, Churn Reduction, Service Delivery, Process Optimization, Policy Formulation, Quality Control, Project Management, Client Management, Business Operations, Standardization, Streamlining.
Leadership & HR
Team Leadership, Talent Development, Recruitment, Onboarding, Training & Development, Performance Management, Employee Relations, HR Leadership, Organizational Culture Shaping, Conflict Resolution, Stakeholder Management.
Data & Analytics
Data Analytics, Decision-Making, Market Research, KPIs (Key Performance Indicators), Fraud Reduction.
Tools & Platforms
Zendesk, Intercom, Crisp, Asana, Autopilot, Divi Themes, Freshdesk, Google Docs, HeapAnalytics, Hootsuite, Hubspot, Jira, Kayako, Mailchimp, MS Office, Notion, Shortcut, Slack, Trello, Wordpress, WHM, cPanel, Zendesk Support, Zendesk Guide, Zendesk Explore.
Programming Languages
HTML, CSS, PHP.
Compliance
DOLE Regulations, Regulatory Compliance.