Customer Success & Operations Leader | 17+ Years of Experience
Results-driven Customer Success and Operations professional with over 17 years of progressive leadership experience across BPO, digital services, and client-facing environments. Proven ability to build, manage, and scale high-performing teams of 10 to 20+ members while driving measurable improvements in service delivery, client retention, and operational efficiency.
Specializes in end-to-end customer success operations from onboarding design and SOP development to performance management, escalation handling, and churn prevention. Experienced in leading cross-functional initiatives that align Customer Success with Sales and senior leadership to achieve shared business outcomes.
Core strengths include:
Team leadership and performance coaching across multi-tier structures
Building and optimizing reporting dashboards, CRM systems, and operational workflows
Designing scalable SOPs, onboarding programs, and quality assurance frameworks
Root cause analysis, churn rescue strategies, and lifecycle management
Business review presentations to senior stakeholders and clients
Cross-industry experience spanning e-commerce, healthcare, legal services, telco, and social media
Known for consistently earning promotions by exceeding performance expectations and for bringing a structured, accountability-driven approach to every team and account managed. Comfortable working across multiple time zones in remote and hybrid environments.
Open to full-time, long-term leadership roles where operational ownership and measurable impact are valued.
