If your customer support is slowing down your growth, costing too much, or not keeping up with demand, I fix that by combining AI with high-performing human teams.
I’m a Customer Experience and Operations Manager with 14+ years of experience building scalable support systems across SaaS, e-commerce, and tech. My edge is designing AI-enabled customer support programs that seamlessly blend automation with human expertise, delivering faster responses, lower costs, and consistently high-quality customer experiences.
Here’s what I’ve delivered:
- Built and scaled CX programs of startups
- Designed AI + human support systems that improve speed without sacrificing quality
- Reduced support inefficiencies through QA frameworks, SOPs, and automation
- Managed multi-program operations with full ownership of SLAs, performance, and P&L
- Unlocked new revenue opportunities by expanding service capabilities
I don’t just manage support. I design systems where AI and humans work together to deliver better, faster, and more scalable customer experiences.
SERVICES
AI-Enabled Customer Support Systems
- AI + human hybrid support design
- Automation workflows (-----------, APIs, AI drafting systems)
-AI QA frameworks to ensure accuracy and brand alignment
Customer Support Operations
- End-to-end CX setup (Zendesk, Gorgias, HelpScout, Shopify)
- SLA design and performance optimization
- Escalation management systems
Team Scaling & Leadership
- Hiring, onboarding, and ramp strategies
- Coaching systems and performance management
- Remote team leadership
Process Optimization
- SOP development and workflow redesign
- Reducing AHT, improving CSAT & FCR
- Efficiency audits and system improvements
Data & Performance
- KPI tracking (CSAT, AHT, FCR, NPS)
- Staffing models and capacity planning
- Performance reporting and insights
Verified
