Operations Lead Customer Success Specialist | 12+ Years Experience
South Cotabato
Accomplished Operations Lead, Account Manager, and Customer Experience Specialist with over 12 years of expertise spanning fintech, BPO, remote team management, and enterprise technical support. Throughout my career, I have built a proven track record in end-to-end client onboarding, cross-functional team leadership, churn reduction, and workflow optimization using industry-standard CRMs and operations platforms. What sets me apart is my ability to blend rigorous process compliance and data-driven performance tracking with a strong focus on client satisfaction. Whether I am managing high-volume financial support channels, overseeing multi-industry Virtual Assistant teams, or guiding enterprise businesses through account setup and verification, I am dedicated to driving efficiency and protecting sensitive data. Core Expertise & Key Skills: Operations & Account Leadership: Team supervision, real-time coaching, client retention, account expansion, and performance analytics. Client Onboarding & Process Design: End-to-end verification, requirement gathering, SOP compliance, escalation workflows, and pipeline management. Customer Support & Fintech Operations: Omnichannel support (phone, chat, email), complex financial inquiries, dispute/claims resolution, and QA auditing. Tools & Platforms: Salesforce, HubSpot, Zoho CRM, Intercom, RightNow (RNT), Monday.com, Basecamp, Google Workspace, and enterprise banking systems. Let's collaborate to streamline your operations, elevate your customer experience, and scale your business efficiently.
Virtual Staffing Solutions, full_time
Dec 2025 to Apr 2026
Resolved basic to complex debit account inquiries while consistently exceeding key performance indicators across CSAT, AHT, and QA quality metrics. Processed formal dispute claims, tracked open support tickets, and seamlessly transferred or escalated out-of-scope customer cases to specialized business units. Ensured rigorous compliance with privacy protocols when handling sensitive banking data, maintaining comprehensive documentation for every interaction.
Virtual Champs Global, contract
Nov 2024 to Apr 2025
Ensured strict alignment with client-specific deliverables, business goals, and performance benchmarks. Executed continuous performance tracking, metric reporting, and regular client alignment meetings to identify coaching opportunities and proactively drive account growth through increased headcount and billable hours. Fostered long-term client relationships and minimized account churn by implementing proactive retention strategies and maintaining consistent service delivery standards.
Volopay, full_time
Apr 2024 to Dec 2024
Coordinated requirement gathering and partnered closely with Airwallex for validation, document compliance, and approval. Collaborated with the internal sales organization to manage the new account pipeline, generate enrollment invoices post-approval, and ensure smooth handoffs to dedicated Account Managers. Maintained structured follow-ups via phone and email to expedite document submission, reducing onboarding turnaround time and enhancing initial client adoption.