Operations / Customer Success ManagerOperations / Customer Success Manager

Key Achievements:

● Improved customer journey experience by proposing a revision of the company’s terms of service, business process, and/or voice of the client-facing team. Refund and cancellation are reduced up to 80%, less escalation is experienced from daily reported tickets to twice or thrice every month. Product and service innovation is also created to fill some gaps of the entire journey that can potentially increase the revenue. ● Structured measurable customer and staff feedback to identify career growth opportunities both for the company and its staff. Aids in improving the skill set of staff based on projections that a company needs in the future utilizing the available resources. ● Designed workload and staff projection to facilitate process improvement whether it needs modification of protocol or automation on certain areas of the business. Reduced manpower cost of a start-up business to 50% while improving the quality of work. ● Explored mentorship and coaching programs (for sales, fitness, business, relationship, etc.) to maintain the scope of support meets the promised result of a coach/mentor. Facilitate a client success rate monitoring that strengthens marketing and sales effort. ● Advocates delegation of complex tasks by breaking them down to smaller and simpler to-do lists via SOP creation. Clients are able to free 60% to 80% of their tasks. ● Managed 56 Virtual assistants for an agency by closing deals and creating the roadmap of what the client needs versus what they want. Sales increased from 3 a week to 7 or 9 a week. Project manage 10 to 15 cases daily for the delegation with junior VAs. ● Improved customer journey experience by proposing a revision of the company’s terms of service, business process, and/or voice of the client-facing team. Refund and cancellation are reduced up to 80%, less escalation is experienced from daily reported tickets to twice or thrice every month. Product and service innovation is also created to fill some gaps of the entire journey that can potentially increase the revenue. ● Structured measurable customer and staff feedback to identify career growth opportunities both for the company and its staff. Aids in improving the skill set of staff based on projections that a company needs in the future utilizing the available resources. ● Designed workload and staff projection to facilitate process improvement whether it needs modification of protocol or automation on certain areas of the business. Reduced manpower cost of a start-up business to 50% while improving the quality of work. ● Explored mentorship and coaching programs (for sales, fitness, business, relationship, etc.) to maintain the scope of support meets the promised result of a coach/mentor. Facilitate a client success rate monitoring that strengthens marketing and sales effort. ● Advocates delegation of complex tasks by breaking them down to smaller and simpler to-do lists via SOP creation. Clients are able to free 60% to 80% of their tasks. Managed 56 Virtual assistants for an agency by closing deals and creating the roadmap of what the client needs versus what they want. Sales increased from 3 a week to 7 or 9 a week. Project manage 10 to 15 cases daily for the delegation with junior VAs.