πΌ Experience
Revenue Operations β Rhino
Apr 2023 β 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 decisionβmaking
Business Support Specialist / Support Advocate β Wonolo
Jul 2021 β 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 β Lead the Way Fitness
Dec 2020 β 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 β WorldRemit (Zepz)
Jun 2018 β 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 (2010β2018)
Team Leader, Level 2 Support β KKH Technology (OnePlus)
Team Leader, POS Support β eBusiness BPO (Oracle β Micros)
Technical Support Specialist β [24]7.ai (Time Warner Cable)
Dispatch Team Leader β Phillogix (Mercury Drugs, CVS Pharmacy)
IT Support Specialist β TCB Technologies
Customer Service Manager β Kroger