Professional Experience
20+ years of proven leadership in global customer success operations, now applying that expertise to AI solutions architecture with measurable business impact.
Career Overview
Two decades of hands-on leadership in customer success operations across four continents, building and scaling teams that consistently exceed business objectives. My expertise spans from front-line customer service to executive-level strategic planning, with a proven track record of turning underperforming operations into industry-leading organizations.
Throughout my career, I've managed P&L responsibility for multi-million dollar operations, led teams of 150+ professionals, and implemented data-driven processes that improved NPS scores by 40+ points while reducing operational costs by 35%. My experience includes BPO operations, SaaS customer success, and global team management across diverse cultural and regulatory environments.
Currently transitioning this operational expertise into AI solutions architecture, focusing on customer success automation, predictive analytics, and intelligent document processing. Every technical implementation leverages my deep understanding of business operations to ensure measurable ROI and sustainable adoption.
Professional Timeline
AI Experience Strategist & Consultant
2023 - Present | Independent Consultant
Developing AI/ML solutions for customer success automation, document intelligence, and predictive analytics. Focus on measurable ROI and business impact rather than just technical implementation.
Key Achievements:
- • Reduced customer service response time by 85% through intelligent document automation
- • Implemented predictive churn models achieving 40% reduction in customer attrition
- • Built RAG-powered knowledge systems improving resolution rates by 60%
Director of Customer Success
2018 - 2023 | SaaS Technology Company
Led global customer success organization across US, Philippines, and India. Managed $3.2M annual P&L while overseeing 120+ person international team and driving strategic customer outcomes.
Key Achievements:
- • Improved NPS from 32 to 76 through data-driven process optimization
- • Reduced customer churn by 28% while expanding team coverage by 200%
- • Implemented customer health scoring system reducing escalations by 45%
- • Built cross-cultural training programs for seamless global operations
Operations Manager - BPO Services
2015 - 2018 | Global BPO Provider
Managed multi-site operations across Philippines, India, and Chile for Fortune 500 clients. Responsible for quality assurance, performance metrics, and client relationship management for $2.8M annual contract portfolio.
Key Achievements:
- • Achieved 99.2% SLA compliance across all client contracts
- • Reduced operational costs by 35% through process automation
- • Implemented ISO 27001 security framework across all sites
- • Built quality monitoring systems adopted company-wide
Customer Operations Manager
2010 - 2015 | E-commerce & Financial Services
Progressive leadership roles managing customer service teams from 15 to 80+ agents. Focused on performance optimization, training programs, and customer satisfaction improvements across multiple industries.
Key Achievements:
- • Promoted from team lead to manager within 18 months
- • Implemented first customer feedback system increasing satisfaction by 42%
- • Developed training curricula reducing new hire ramp time by 30%
- • Built performance dashboards adopted across 5 business units
Customer Service Representative & Team Lead
2005 - 2010 | Telecommunications & Retail
Started career in direct customer service roles, quickly advancing to team leadership. Developed foundational expertise in customer psychology, problem resolution, and process improvement.
Foundation Building:
- • Consistently ranked in top 5% for customer satisfaction scores
- • Identified and documented process improvements adopted team-wide
- • Mentored new hires and developed peer training programs
Leadership & Implementation Philosophy
Data-Driven Decisions
Every strategic decision backed by quantifiable metrics and business outcomes. Focus on measurable impact, not vanity metrics.
Global Team Leadership
Cross-cultural management expertise with proven success leading diverse teams across time zones and regulatory environments.
Operational Excellence
Process optimization mindset focused on sustainable improvements that scale with business growth.
Technology Integration
Leveraging emerging technologies to solve real business problems, with emphasis on user adoption and ROI.
Skills & Tools
AI & Development
Cloud & Infrastructure
Web & APIs
Data & Analytics
Certifications
CAPM® Certified Associate in Project Management
Project Management Institute (PMI)
AWS Machine Learning Specialty
In Progress - Expected 2024
Global Experience
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From front-line customer service to AI solutions architecture, my experience spans the full spectrum of customer operations. Let's discuss how this proven track record can drive results for your organization.