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Jessa joyce Sampiano

@jessajoycesampiano

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Customer Experience leader driving CSAT, workflow optimization, and high-performing support teams.

Philippines

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What I'm looking for

I’m seeking a full-time, remote leadership role focused on CX operations and team enablement where I can drive CSAT improvements, optimize workflows, and mentor high-performing support teams.

I am a Customer Experience leader with over nine years of hands-on experience in high-volume eCommerce support, escalation management, and CX operations. I specialize in building SOPs, coaching teams, and applying analytics to reduce ticket volume and improve CSAT.

At Ryze Superfoods I mentored agents, served as the escalation point for complex cases, and maintained a 95%+ CSAT while reducing handling time by 20% through documentation and process improvements. I have a proven track record of root-cause analysis that reduced repeat tickets and improved team efficiency.

I bring empathy, clear communication, and operational ownership to every role, and I am experienced with Shopify, Gorgias, Zendesk, Freshdesk, AI workflow tools, and other CX platforms. I seek to lead and enable teams for long-term growth and consistent customer excellence.

Experience

Work history, roles, and key accomplishments

Customer Experience Lead

RYZE Superfoods Inc

Jan 2022 - Oct 2025 (3 years 9 months)

Served as escalation point for complex cases and mentored agents, maintaining 95%+ CSAT while building SOPs that reduced handling time by 20% and improving consistency across support operations.

Customer Experience Escalation Management Coaching Gorgias Zendesk Shopify & QA Workflow Optimization

Customer Service Associate

Concentrix

Sep 2017 - Dec 2021 (4 years 3 months)

Managed global email and phone support handling billing, subscriptions, and escalations, improved internal workflows and documentation, and reduced repeat tickets through root-cause analysis.