Founder & Consultant (part-time)

OCT 2023 - PRESENT · 2.9 years

Spearheaded CX recruitment & onboarding projects for start-up teams. Provided BPO and Customer Experience Operations consultation to clients.

Operations Director (Fractional/Part-time)

MAY 2024 - AUG 2025 · 1.3 years

Provided operational guidance in helping them scale their operations. Spearheaded the Philippines operations and expansion.

Head of Customer Experience & Sales

AUG 2022 - JUN 2023 · 11 months

Helped scale from 0-$1m ARR by leading end-to-end Customer Experience & Sales. Authored workflows resulting in consistent customer satisfaction and high sales conversion rates (50-60%). Bridged the gap between departments (engineering, marketing, operations), driving 50% month over month growth. Initiated Customer Success functions that helped retain supply side.

Customer Success Associate

DEC 2022 - APR 2023 · 5 months

Part-time / Seasonal. Provided excellent customer service experience that led to user retention and customer satisfaction. Contributed to best customer service practices and honed customer success skills.

Customer Service and Operations Manager

MAY 2021 - MAY 2022 · 1.1 years

Functioned as both Customer Experience & Operations manager. Managed a remote team of 20 people across marketing, customer service, and engineering. Spearheaded a successful offshore strategy that reduced 2-3x operational costs. Improved and built SOPs and workflows, resulting in 2-3x more efficiency and productivity. Acting Project Manager for various web and app development projects.

Customer Support Specialist / Supervisor

JUL 2016 - AUG 2020 · 4.2 years

Worked as a customer support specialist for Wish, an e-commerce platform. Got promoted to supervisor, leading a team of up to 15 customer service agents across different LOBs (refunds, escalations, disputes, shipping & order processing). Authored CSAT driving email templates & canned responses used by more than 500 agents.

Assistant Manager

JUN 2014 - MAY 2016 · 2 years