🌟 About Me

I am a seasoned professional with extensive experience in customer service management, game operations, and digital content management. My expertise spans across Web3, gaming, and social media industries, with a strong focus on team leadership, process optimization, and stakeholder management.

💼 Professional Experience

👩‍❤️‍💋‍👨 Customer Success Manager - DOWN Dating App

• 👥 Directly reports to the President on the operational status and performance of the Support and Safety teams.
• 📝 Designed and implemented the Quality Audit process for the Support and Safety teams, enhancing the accuracy and effectiveness of issue resolution and user satisfaction.
• 📈 Review and optimize processes across the Support and Safety teams to enhance operational efficiency, boost productivity, and reduce resolution time.
• 🎫 Continuously enhance the CRM system to streamline support interactions, improving user experience and support team efficiency.
• 📖 Developed and maintain the Operations Manual for the Safety and Support teams, ensuring consistency, efficiency, and adherence to best practices.
• 🤝 Collaborate with cross-functional teams to develop and refine AI-driven prompts for automated detection of bad actors, enhancing the overall experience for legitimate users.
• 🤖 Spearheaded AI-driven projects for Support: AI Support Agent, Quality Auditor, and User Feedback and Sentiment Analyzer

🦄 Customer Service Manager - Laguna Games

• 🚀 Led and developed a team of Web3 CS professionals through monitoring, coaching, and career development
• ⚙️ Managed CS processes for Crypto Unicorns and Rainbow Rumble to achieve highest output efficiency
• 🏆 Ensured high-quality service through regular output audits
• 📊 Monitored team KPIs and identified areas for improvement
• 🛠️ Optimized CRM tool (Zendesk) to remove productivity blockers
• 📚 Maintained up-to-date FAQs for games and stakeholders
• 🤝 Provided support to other departments through various ad-hoc tasks