Customer Success Manager with 4+ years managing teams of up to 100 across the Philippines and US, plus 10 years in customer service and e-commerce before that. I focus on keeping customers happy, teams running smoothly, and service consistent, using both hands-on management and the right tools to get there.
What I bring:
Team Management: I've built and run teams across multiple markets, including designing the training program that's gotten every new hire fully onboarded and ready to go, 100% success rate so far.
Client Relationships: I sit between clients and internal teams to make sure nothing falls through the cracks. My focus is always on what keeps customers coming back, not just what looks good on a report.
AI Optimization: I've used tools like Netomi and Sierra AI to cut down response times and take repetitive work off my team's plate, so they can spend more time on the conversations that actually need a human. I also spent 2 years in Quality Assurance with Playvox and Level AI, which taught me a lot about what separates good service from great service.
Systems I know well: Shopify, Zendesk, Kustomer, Apollo, Global E, Google Workspace, MS Office, Notion and Canva.
At the core, I'm someone who leads by example, pays attention to the details that matter, and communicates clearly enough that my team always knows what's expected of them.
