Customer Success and Operations Manager

I evaluate generative AI language models across multiple freelance projects through structured, prompt-based conversations. I assess performance based on naturalness, engagement, helpfulness, accuracy, audio quality, conversational dynamics, task completion, and overall preference.

I apply active listening, critical thinking, and structured qualitative feedback to support model alignment and iterative LLM improvement. My work includes evaluating models trained for conversational and podcast-hosting use cases.

I taught live small-group English classes for children and teenagers in a remote setting. I used a neuroscience-based methodology focused on building spoken fluency from the learner's first contact with the language.

I maintained continuity with the same student groups throughout the course, building trust, sustaining engagement, and helping learners reduce their fear of speaking English.

I designed complete English lessons for adult learners from scratch, using grammar topics as a foundation while adapting materials and activities to each class profile and pace.

I graded tests, provided individual feedback, and used creativity and adaptability to create engaging learning experiences without a fixed teaching methodology.

I led strategic customer lifecycle, operations, and people management initiatives for Wise Up Live. I helped achieve a 15% churn reduction, maintained a 90% post-onboarding retention rate during the pandemic transition to remote work, and increased NPS by two points through structured feedback systems and proactive service improvements.

I managed multidisciplinary teams of more than 45 instructors, monitored performance and engagement KPIs, and reported results to C-level leadership. I developed workflows connecting Product, Sales, and Customer Success teams to reduce customer journey friction, accelerate platform adoption, and improve operational consistency.

I contributed to the launch of Wise Up Live, an EdTech platform that scaled from approximately 1,000 students and 10 instructors to 10,000 students and 45 to 50 instructors in about two years. I supported onboarding by helping create platform tutorial videos.

I tested the student platform and a newly implemented CRM, documented UX findings for front-end and back-end teams, and recommended reporting requirements. I also tested early-stage class methodology, reported findings to R&D, and authored scripts for L1 chatbots handling initial student support before escalation to Customer Success.

I coordinated high-demand academic operations, customer service, onboarding, and teaching quality activities. I supported students through in-person, phone, WhatsApp, and email communication while guiding new learners through enrollment and onboarding.

I led teacher and cross-department meetings, evaluated classes, structured technical training for new employees, and created customer-service playbooks. I monitored engagement metrics to identify bottlenecks and improve educational workflows while maintaining strong performance review results.

I taught English to adult and teenage learners in an on-site school environment. I prepared lessons and learning materials aligned with students' proficiency levels, goals, and individual needs.

I continuously evaluated student performance, graded tests, and provided feedback to adjust the course pace and focus. I used empathetic communication and structured learning journeys to sustain student engagement.