Customer Success Manager

I structured and managed development, QA, and customer support workflows in Jira, coordinating requests from intake through testing, resolution, and closure.

I coordinated priorities across clients and technical teams, tracked blockers and dependencies, translated business needs into clear requirements, and managed case prioritization, technical escalations, client communication, testing, and defect validation.

I guided Shopify merchants through onboarding, configuration, and troubleshooting for pickup and delivery solutions using video calls, live chat, and email.

I worked with developers to investigate product issues and coordinate fixes, provided product training and proactive guidance, maintained support documentation, and shared merchant feedback with product and development teams.

I built customer support processes from the ground up, improving response times, service quality, and consistency of support practices.

I managed client relationships and account health, analyzed customer feedback and usage trends for retention and renewal opportunities, and partnered with sales and product teams to address customer needs.

I provided technical support for time-tracking, project management, and proof-of-work tools through email, live chat, screen sharing, and video calls.

I investigated technical issues through resolution, recommended relevant features and solutions based on product usage, documented customer interactions, and collaborated with global support and product teams.

I managed the enrollment coordination team responsible for prospective customers' initial experience with the company. I developed workflows, procedures, and performance trackers to organize operations and monitor service standards.

I conducted one-on-one meetings, coached and trained team members, coordinated with sales on packages, contracts, quotes, and pricing changes, and used performance data and customer feedback to improve enrollment processes.

I launched and managed support programs for technology startup clients, adapting processes and service delivery to meet individual business requirements.

I led small teams through onboarding, training, and client-specific support preparation; managed client relationships; updated support procedures; and provided email support and sales services through CRM platforms.

I coordinated faculty course registration, tracked course completion progress, distributed certificates, and maintained course-related records.

I also supported email communications and administrative processes for faculty development activities.

I provided support to faculty members with a focus on service quality, organization, and performance indicators.

I assisted with operational coordination and communications to help maintain an effective faculty support experience.

Bachelor's Degree in International Relations.