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Provides high-level customer support, marketing analysis, and content creation Facilitates implementing revised escalation procedures while standardizing SOP documentations resulting in significant increase to service quality levels , turnover reduction while maintaining consistent response time SLAs Collaborates with the founders in terms of market insights, analysis and research Conducts research and analysis that can leverage our software with the competitors and increase market growth Proactively detects and addresses areas of improvement in known bugs or software errors, optimizing user experience and software performance.

* Responsible for setting up processes and conducted marketing research that will serve as a benchmark reference for our brand• Oversaw hiring processes that resulted to a 48-72 hours ETA of sourcing, hiring and onboarding of new team members for WebDev, Customer Service and Content writers.• Provided assistance and guidance to the CEO when it comes to pre launch requirements from Tech, tools, hiring, SOPs etc that led to defined guidelines and processesRight hand of the CEO (visionary) when it comes to implementing strategies for the entire organization • Served as the mediator for all departments and orchestrates the execution of projects • Presided all meetings and team cadence and ensuring issues are discussed and tasks are explained during the meeting • Conducted due diligence and reviews if current SOPs are still up to date-and sustainable • Collaborated with the marketing team and identified metrics that are critical to the business that resulted to a more efficient roll out of initiatives and had positively impacted Customer Service, Content teams and Data Analysts.

* Responsible for setting up processes and conducted marketing research that will serve as a benchmark reference for our brand• Oversaw hiring processes that resulted to a 48-72 hours ETA of sourcing, hiring and onboarding of new team members for WebDev, Customer Service and Content writers.• Provided assistance and guidance to the CEO when it comes to pre launch requirements from Tech, tools, hiring, SOPs etc that led to defined guidelines and processesRight hand of the CEO (visionary) when it comes to implementing strategies for the entire organization • Served as the mediator for all departments and orchestrates the execution of projects • Presided all meetings and team cadence and ensuring issues are discussed and tasks are explained during the meeting • Conducted due diligence and reviews if current SOPs are still up to date-and sustainable • Collaborated with the marketing team and identified metrics that are critical to the business that resulted to a more efficient roll out of initiatives and had positively impacted Customer Service, Content teams and Data Analysts.

Recruited and profiled targeted team members to drive organizational growth for an eCommerce brandPlanned training approach to improve team skills and drive performance focused on customer centric approach in chat and email Collaborated with marketing to set strategic direction and implement long-term business plans.Reviewed and optimized operational customer service processes, and rolled out changes to achieve excellence in service delivery.

* Outsourcing/Offshoring Company that provides consulting, analytics, technology and operations to international clientele• Sustained revenue target by 110% year on year by improving shrinkage and increasing billable hours• Accountable for financial and people metrics of the organization and contractual obligations such as CSAT, AHT and Quality• Launched multiple campaigns and initiatives that resulted in the improvement of the client and corporate metrics (500 FTEs)• Collaborated with in house partners on projects and initiatives that leaned towards increasing productivity, performance and engagement and led to revenue opportunities• Implemented change management and increased engagement that led to a decrease in shrinkage from 14% to 5% • Collaborated with the Analytics team to enhance chat processes that resulted in cost efficiency from the client side and improvement on quality metrics• Participated in the preparation for the request for proposal (rfp) for a new line of business that will result to ramp in terms of headcount and profitability leverage of the organization