Growing businesses don't usually have a shortage of ideas. The challenge is turning those ideas into processes, systems, and ways of working that actually work.
That's where I do my best work.
I'm an Operations & Automation professional focused on improving how businesses work behind the scenes. I enjoy getting to the root cause of operational problems, improving inefficient processes, and building practical systems that make work clearer, faster, and easier to scale.
My background spans customer operations, SaaS, fintech, technology, and business analysis, with experience across process improvement, workflow automation, SOP development, project coordination, and AI-assisted automation.
I’m at my best when I can look beyond the immediate problem, understand what's causing the friction, and build a better way of working. 🚀
Supported operational improvement initiatives by identifying workflow gaps, evaluating solutions, and implementing process improvements to increase efficiency and scalability.
Developed four SOPs and five operational guides within two weeks to standardize processes and improve execution consistency. Researched vendor tools and designed six AI-assisted automation workflows using Make and AI tools to reduce manual effort.
Delivered global customer support through email and live chat, maintaining a 1.38-minute first response time and more than 95% CSAT. Resolved complex escalations involving payments, KYC verification, account security, and compliance.
Reviewed cases against internal policies, identified recurring issues, and collaborated with Product and Engineering teams on platform improvements. Authored SOPs, Help Centre content, and internal knowledge resources while assisting teammates with complex cases.
Investigated platform incidents, reviewed cases against company policies, and resolved complex customer inquiries while maintaining 90% CSAT and a 100% QA score.
Documented case outcomes and partnered with Operations, Product, Customer Support, and Legal teams to resolve platform issues. Contributed to improvements in SOPs and workflows that enhanced system efficiency and user experience.
Managed influencer and creator inquiries through email and Freshdesk, providing timely support and guidance on platform functionality. Reviewed reported issues, resolved requests, and escalated complex cases to internal teams.
Created and maintained FAQs, troubleshooting guides, and SOPs to improve operational consistency. Monitored recurring issues and recommended workflow improvements to strengthen the creator experience.
Supported more than 80 users daily through live chat, email, and phone, helping customers use mileage tracking, reporting tools, and application features while maintaining a 99% CSAT score.
Investigated technical issues across web, Android, and iOS platforms, escalated bugs to Engineering, and tracked resolutions. Onboarded new users, improved the onboarding experience, and increased customer satisfaction by 10% through education and product feedback analysis.
Developed customer education campaigns and digital learning experiences that increased engagement by 15% across multiple audience segments. Created digital educational resources and masterclass programs that increased engagement by 10%.
Measured campaign performance, optimized content workflows, and managed scheduled content for multiple business lines. Increased sign-ups for digital events by 20%.
Bachelor of Computer and Information Sciences, Business Systems
Bachelor of Computer and Information Sciences specializing in Business Systems.
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