At Seis, I owned Customer Support and Customer Experience operations for a U.S.-based fintech serving more than 500,000 customers. I led a distributed 24/7 organization of 50+ team members across frontline support, Team Leads, Quality Assurance, Training, and Retention.
I designed and refined Intercom workflows, routing, automation, macros, and escalation paths, and led the migration from Talkdesk to Intercom Phone. Using Intercom reporting and operational data, I monitored service performance while maintaining company-wide CSAT above 4.8/5.
Before becoming Head of Customer Support, I was a Customer Support Team Lead and Customer Support Specialist at Seis. Earlier, as a Vehicle Registration Coordinator at Euromotors, I managed documentation and regulatory processes; I also completed Translation & Interpretation coursework at LITS - Lima Institute of Technical Studies.
