John Paul Cabrillos

Customer Success Enablement Manager and Operations Analyst with 10+ years of experience in customer success, SaaS support, quality assurance, training & enablement, customer operations, and process optimization within fast-paced BPO and customer experience environments.

Supported global brands including Google, AT&T, T-Mobile, Bell Canada, Instacart, Temu, and Humana across customer support, technical support, onboarding, QA operations, retention, and performance analytics.

Experienced in improving customer experience, operational efficiency, employee performance, and customer retention through scalable enablement strategies, data-driven decision-making, workflow optimization, and operational support.

Core expertise includes:
• Customer Success & Customer Operations
• SaaS & Technical Support
• Training & Enablement
• Leadership Coaching
• Quality Assurance & Performance Management
• KPI Reporting & Data Analytics
• Root Cause Analysis (RCA)
• SOP Documentation & Process Improvement
• Customer Experience Optimization
• Onboarding & Learning Enablement

Key accomplishments include spearheading leadership enablement programs for 100+ Team Leaders focused on coaching, operational efficiency, retention strategies, RCA, SMART action planning, and analytics-driven decision-making. Achieved a 98% endorsement rate from training to production and conducted coaching, evaluations, and performance improvement initiatives for 1,000+ employees.

Passionate about customer success, SaaS operations, enablement, analytics, process improvement, and helping organizations scale through operational excellence and customer-centric strategies. Open to remote opportunities in Customer Success, Enablement, Operations, QA, and SaaS Support.