Customer Success & Service Expert | 12+ Years in BPO, Service Desk & Client Management Hello! I'm a highly experienced Customer Success Manager and Support Specialist with over 12 years of experience in customer-facing roles across BPO, telecommunications, IT service desks, and operations management. My career began on the front lines as a Call Center Agent for a major ISP, where I learned the foundations of empathy-driven customer support. I then spent 3 years as an Assistant Operations Manager in a fast-paced BPO environment, leading teams to exceed performance metrics and service SLAs. For 5 years, I managed global IT service desk teams, optimizing service delivery and ensuring high levels of end-user satisfaction. Most recently, I’ve thrived as a Customer Success Manager, helping clients achieve their goals through proactive relationship management, onboarding, and strategic support while helping the business improve on existing system functionalities based on user engagement. Core Competencies: Customer Success & Retention Service Desk & Ticketing Systems (e.g., Test rail, Confluence, Jira) BPO & Operations Leadership Conflict Resolution & Escalation Handling SLA Management & Reporting Onboarding, Training, and Client Engagement Cross-functional Collaboration Why Work With Me? I bring a balance of hands-on customer service expertise and strategic success planning. I understand the full customer journey—from first contact to long-term loyalty—and I’m passionate about building lasting relationships that deliver measurable results. Let’s connect if you're looking for a reliable, proactive, and people-centric virtual assistant or customer success partner who can hit the ground running.