Open to opportunities

James Constantino

@jamesconstantino

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Proactive customer support leader optimizing CX and CRM systems in fintech and e-commerce.

Philippines

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What I'm looking for

I seek a collaborative, data-driven role in fintech or e-commerce where I can scale support operations, implement CRM/automation, improve CX metrics, and lead coaching and cross-functional initiatives.

I am a data-driven customer support leader with 8+ years of experience scaling support operations and improving service KPIs across fintech and e-commerce environments. I focus on operational efficiency, SLA compliance, and measurable CSAT/NPS uplift while managing large user bases and cross-functional initiatives.

At PalawanPay I led CRM (Zendesk) deployment, built the Help Center, and reduced resolution time by 40%, delivering $200,000 USD in implementation savings and annual cost reductions through automation. I drive feedback-to-action loops, author SOPs, and coach teams to ensure consistent service quality and escalation management.

I also have a strong background in training and onboarding, KYC and compliance support, and crisis-level social media escalations. I collaborate closely with Product, Marketing, and Engineering to streamline customer journeys and implement VOC-driven improvements.

Experience

Work history, roles, and key accomplishments

Current

Operations Lead - Customer Support

Current

PalawanPay

Jun 2021 - Present (4 years 2 months)

Led the Customer Support team at PalawanPay, scaling operations for 20M+ users and deploying Zendesk to increase agent productivity and improve resolution time by 40%. Established SOPs, escalation protocols, and a feedback-to-action loop to drive CSAT/NPS improvements.

Customer Support Zendesk CRM Administration SLA Management CSAT Team Leadership Process Improvement Escalation Management

Customer Care Professional

American Express

Mar 2017 - May 2021 (4 years 2 months)

Delivered high-quality customer support, consistently meeting or exceeding CSAT, NPS, and handle time KPIs while ensuring compliance standards. Acted as team point of contact in supervisors' absence and contributed to process improvements that enhanced efficiency.

Customer Support CSAT NPS Compliance Escalation Management Team Leadership Process Improvement Quality Assurance

Product Trainer

Sutherland Global Services

May 2016 - Dec 2016 (7 months)

Led new hire onboarding and training for PayPal operations, developing upskilling programs and refresher trainings that improved agent productivity and reduced attrition. Managed nesting and endorsements to ensure smooth operational ramp-up.

Training Delivery Onboarding Curriculum Development Coaching PayPal Operations Performance Improvement

Training Mentor

Sutherland Global Services

Nov 2015 - May 2016 (6 months)

Mentored newly trained representatives to ensure smooth transition to production through targeted coaching and feedback, supporting 100% training certification rates. Provided ongoing support to maintain quality and performance.

Mentoring Coaching Performance Monitoring Feedback Onboarding