PORTFOLIO
Helping companies scale global support teams without sacrificing customer experience.
Proven Impact:
10+ Years leading global CX, onboarding, and support teams across SaaS, eCommerce, and tech
95% on-time enterprise onboarding delivery
40% reduction in churn for a B2B SaaS client (+30% LTV)
92% CSAT across multi-region operations
4 continents managed with compliant, scalable systems
Core Expertise:
Global Customer Support Leadership
Customer Success & Onboarding
AI & Automation in Support
Cross-Functional Operations
Vendor & BPO Management
Case Study Highlights:
Customer Success Turnaround
✅ Cut churn from 25% to 12% in 6 months, boosting LTV by 30% and renewals by 40%.
Support Ops Scale-Up
✅ Reduced response times from 48h to 6h, improved CSAT from 68% to 92%, and increased efficiency by 45%.
Global Expansion
✅ Launched LATAM hub in 90 days, cut operating costs by 30%, and added seven figures in capacity.
Enterprise Onboarding
✅ Led 45 consultants, reduced onboarding timelines by 40%, maintained 95% on-time delivery.
Leadership Approach
Develop high-performing teams through coaching and feedback
Implement scalable processes balancing automation with personalized service
Leverage customer data for continuous improvement
Drive alignment across Product, Engineering, Legal, Finance, and Compliance.
Support Excellence Framework
ASSESS needs and pain points
DESIGN scalable solutions
IMPLEMENT tools, processes, and training
OPTIMIZE using customer data
SCALE sustainably across regions