Professional Summary
"Customer Operations & Performance Manager with
10+ years of experience leading high-volume teams for
global brands like Uber, Auto & General, Hollard, and T-Mobile. Expert
in diagnosing operational bottlenecks and implementing 'People-First'
strategies. Recently, I contributed to UX testing and onboarding for
MiCasaRenta.co, combining technical curiosity with user empathy."
Experience
Customer Ops & UX Lead
MiCasaRenta.co (Startup)
Oct 2023 - Present
- Redesigned agency onboarding templates improving clarity.
-
Evaluated platform usability gaps (UX) and implemented
educational content.
-
Responsible for auditing CX workflows and managing bilingual
communications.
L&D Facilitator
Hollard Insurance
2023 – 2024
- Delivered end-to-end systems training for 150+ agents.
-
Accelerated user proficiency, stabilizing AHT targets
post-launch.
-
Reported on training effectiveness to senior stakeholders.
Regional Team Manager
Auto & General
May 2023 - Sep 2023
-
Boosted internal employee satisfaction ranking from last to 2nd.
- Managed daily operations for 20 remote and onsite agents.
Operations Manager
Uber / Majorel
2021 - 2022
- Implemented "Think Powerful" coaching framework.
- Decreased monthly staff turnover by 5%.
- Reduced AHT from 907 to 790.
Senior Team Manager
T-Mobile
2018 - 2021
- Ranked as Top Team Leader (2019, 2020).
- Reduced onboarding time from 5 to 3 months.
Skills
Tech & Tools
HTML5 & CSS3
JavaScript
Salesforce
Zendesk
Claim Center
SEO
WordPress
Management
Team Leadership
Ops Management
L&D Training
KPI Analysis
People & Culture
Strategic Planning
Education
App Rationalization
SAP LeanIX (2025)
Web Fundamentals
SheCodes (2024)
HR Management
Coursera (2023)
Business Admin
IDEAS University (2018)
Full Scholarship
Recommendations
(Archived from LinkedIn)