I am a customer success and operations professional with 6+ years of experience leading customer-facing teams, improving retention, and resolving complex escalations in fast-paced environments.
I have built my career around customer onboarding, account management, customer support, and customer health monitoring, with a strong focus on delivering measurable service outcomes.
In my current and previous roles, I have led teams, coached staff, managed performance improvement plans, and supported forecasting, reporting, and operational planning.
I am experienced in CRM systems, technical support, process improvement, automation, and using AI productivity tools to improve communication, reporting, and efficiency.
I enjoy working cross-functionally with sales, technical support, and operations teams to improve the customer experience and support business growth.
I am open to remote and international opportunities where I can contribute my leadership, customer success, and operations expertise to a high-performing team.
Lead and supervise customer-facing teams to achieve service quality, operational, and customer success KPIs. Develop schedules, recruit and train staff, coach team members, handle escalations, monitor customer health, prepare reports, support forecasting, and implement process improvements and automation.
Managed customer accounts, negotiated payment solutions, resolved inquiries and escalations, maintained CRM records, and supported customer retention initiatives.
Handled inbound and outbound calls, emails, and chat support; supported onboarding and account activation; managed NPS follow-ups; provided technical support; updated CRM records; handled payment reconciliation; and coordinated cross-departmental escalations.
Generated leads, converted prospects into customers, conducted onboarding and product education, managed payment accounts, resolved service issues, and supported technical coordination.
Managed inbound and outbound collection calls, negotiated payment plans, updated customer accounts, resolved disputes, and monitored outstanding balances.
Bachelor of Science, Community Resource Management
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