Jan Milaan Santos

I turn customer signals and support data into operational visibility, then use that evidence to improve workflows and guide measurable corrective action.

My background spans 8+ years across customer support, team leadership, account operations, performance reporting, and business analysis. I now position that experience within Customer Experience Operations, connecting frontline reality with the information leaders need to improve service and decide which operational problems deserve priority.

My work covers CX analytics, Support Operations, KPI dashboards and scorecards, metric definitions, trend and variance analysis, root-cause analysis, Voice of Customer, process improvement, SOP governance, knowledge management, reporting quality, and stakeholder reporting. I establish current-state baselines, inspect recurring support demand and journey friction, check whether the available data is reliable, and turn findings into prioritized actions with clear ownership and measurement.

For founders, CEOs, directors, and brand owners, this creates a practical view of what is happening, why performance is changing, which problems should be addressed first, and whether the response is working. My outputs include decision-ready summaries, documented workflows, measurement plans, and recommendations that teams can implement and track.

I work best as a senior individual contributor. I can independently own reporting, diagnosis, documentation, and improvement workstreams while coordinating with Support, Operations, Product, Marketing, Fulfillment, Finance, and client-facing teams. My earlier leadership experience helps me judge whether a proposed change will hold up in daily execution.

My public portfolio demonstrates how I approach CX operations baselines, support KPI dashboards and metric dictionaries, SOP governance, Voice of Customer, automation and human handoff, post-purchase contact reduction, and corrective-action design. Where internal data cannot be disclosed, I use modeled or synthetic data and label it clearly.

I am targeting remote senior specialist and analyst roles in Customer Experience Operations, CX Analytics, Support Operations, Customer Operations, Voice of Customer, Knowledge Management, and Process Improvement.