Customer and Client Success Manager
Philippines
I bring over a decade of experience in customer service and operations, including leading teams, managing escalations, and driving consistent KPI performance in both voice and non-voice environments. I’m strong in coaching, quality management, reporting, and using data to turn performance gaps into clear action plans. What makes me stand out is my balance of empathy and accountability—I don’t just focus on hitting targets, I focus on understanding the root cause behind challenges and fixing them in a sustainable way. For clients, that means reliability, transparency, and results. I’m comfortable being the bridge between frontline teams and stakeholders, ensuring priorities are clear, risks are flagged early, and performance stays on track. I bring structure, proactive communication, and a genuine commitment to delivering a customer experience that builds trust, loyalty, and long-term value.
Foundever, full_time
Apr 2023 to Dec 2025
I led a team of over 20 members, consistently achieving 95%+ SLA compliance and exceeding customer satisfaction targets. I conducted weekly business reviews with senior leaders and clients, providing actionable insights that improved operational efficiency, and increased agent productivity by 20% within six months through performance scorecards and real-time feedback.
CSS Corp – Manila, Philippines , full_time
Apr 2019 to Mar 2023
I directed daily operations for a multi-channel support team, consistently maintaining CSAT scores above 90%. I optimised workforce management to reduce average handling time by 12% without compromising quality, and developed onboarding and training modules that shortened new hire ramp-up time by 25%.