Customer Service Operations Manager ModSquad
I lead customer service operations for a top-5 revenue account operating as a standalone business unit. I own client delivery, service-level performance, quality governance, workforce planning, client communications, weekly performance calls, QBRs, escalations, and retention conversations.
I manage 11 direct reports and more than 100 global contractors across time zones. I oversee hiring, performance coaching, onboarding, complex escalations, and operational documentation, including approximately 100 SOPs, runbooks, and workflows. My new-hire onboarding framework was adopted as a basis for company-wide onboarding policy.
I improved CSAT by approximately 20 points to a sustained 75–80%, reduced contractor attrition by approximately 60%, and designed quality scoring rubrics used by the account. I monitor CSAT, AHT, TTFR, and SLA performance daily to protect customer experience and margins.
I built the account data ecosystem by consolidating fragmented WFM, CRM, and QA sources into automated reporting. I created 30+ Looker Studio dashboards, ETL pipelines processing 200,000+ rows weekly, Z-score forecasting models, and 60+ AI-assisted low-code automations. I am also an admin-level SME for Zendesk and Kustomer and contributed to the Zendesk-to-Kustomer migration, including process redesign, UAT, and team transition.
