Customer Success Manager

• Aug 2022 - Present

Operations Team Lead

• Nov 2017 - Jul 2022

• Coordinated operation strategies and activities while adhering to client guidelines and requirements, ensuring efficiency and compliance.• Experienced in understanding client priorities and problems & helping translate actions for the team• Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.• Created risk & propose mitigation plans and partnering with other support teams to resolve requests/issues in a timely manner• Coached team members in techniques necessary to complete job tasks.• Conducting placement tests, assessing candidates' linguistic proficiency and placing them in their appropriate levels.• Participated in cross-functional team-building activities.• Conducted root cause analysis in deficient areas to identify and resolve central issues.• Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.• Distributed individual assignments to team members and monitored progress against production timetables Show less

Subject Matter Expert

• Nov 2017 - Nov 2017

Content Developer-Team Lead

• May 2015 - Oct 2017

Content Developer

• Nov 2015 - May 2017