Customer Experience Manager
About Me
7 years of customer service experience in e-commerce, customer support, and trust & safety
management. Improved customer satisfaction scores by 15%, reduced customer response times by 50%,
developed SLA metrics reporting and evaluation, improved campaign review and approval process to
ensure a first response SLA in under 6 hours, and led crisis management efforts to mitigate negative
impacts on user trust and platform reputation.
Skills
Customer ServiceProcess ImprovementTeam LeadershipTeam ManagementAML
Education
Advanced Diploma in Biomedical Engineering Technology
Experience
Leadership and Team Development: Nurtured and mentored a customer support team, providing
ongoing training and opportunities for skill development. Improved team morale and performance,
resulting in increased productivity and engagement.
• Customer Feedback Loop: Established a structured feedback loop, gathering insights from customer
interactions and analyzing them to drive continuous improvement. Incorporated user suggestions
into product updates, leading to enhanced functionality and user satisfaction.
• Streamlined Support Processes: Streamlined and optimized customer support processes, reducing
response times by 50% and ensuring quicker issue resolution. Implemented a ticketing system and
standardized workflows that enhanced team efficiency and customer experience.
• Cross-functional collaboration: Collaborated closely with the product and compliance teams to align
customer needs with platform enhancements and promotional activities. Collaborated closely with
customer success, and payments to identify pain points in the customer journey and implement
process improvements.