💼 Experience

Revenue Operations – Rhino

Apr 2023 – Jul 2025

• Launched and configured CRM + billing integrations, reducing billing exceptions by 10%

• Implemented auditing procedures that improved uptime and reduced incidents

• Partnered with product, engineering, and finance teams to streamline workflows, boosting efficiency by 15%

• Authored operational runbooks and stakeholder reports to maintain alignment and speed decision‑making

Business Support Specialist / Support Advocate – Wonolo

Jul 2021 – Apr 2023

• Coached and led support reps, improving resolution times and increasing CSAT scores

• Redesigned escalation policies, cutting repeat complaints by 20%

• Maintained CRM health and delivered weekly reports to drive prioritized product and ops fixes

Operations & Customer Support – Lead the Way Fitness

Dec 2020 – Jun 2021

• Managed daily operations across CRMs and scheduling tools, improving scheduling accuracy

• Documented SOPs for coaches and admin staff, reducing onboarding time for new hires

Operations Executive – WorldRemit (Zepz)

Jun 2018 – Jan 2021

• Investigated and resolved escalated transaction issues, improving payment success rates

• Identified process gaps and implemented fixes that reduced failure rates and rework

• Collaborated across compliance, engineering, and customer service to streamline incident resolution

Earlier Roles (2010–2018)

• Team Leader, Level 2 Support – KKH Technology (OnePlus)

• Team Leader, POS Support – eBusiness BPO (Oracle – Micros)

• Technical Support Specialist – [24]7.ai (Time Warner Cable)

• Dispatch Team Leader – Phillogix (Mercury Drugs, CVS Pharmacy)

• IT Support Specialist – TCB Technologies

• Customer Service Manager – Kroger