At CELIGO INC. - CloudExtend, I joined as a customer support representative and was promoted to Solutions Consultant and Support Manager. I partnered with Account Executives on onboarding and helped resolve client escalations.
I spearheaded the integration of Intercom’s Fin AI into support ticket workflows, refining its accuracy through custom guidance entries and ongoing scenario testing. This cut average resolution time and reduced the deflection rate by roughly 20%.
I also built a monitoring artifact in Claude that brings together customer sentiment, ticket status, and trend data across high-value accounts, helping the team prioritize pain points. As Support Manager, I oversaw support performance, audited tickets, and led new-hire training.
Before CloudExtend, I directed employee and healthcare benefits data integrations at ADP PHILIPPINES and owned the API side of financial and cost-tracking integration projects at SAP CONCUR. Earlier, at SYKES ASIA, I handled complex travel reservations and was promoted to Subject Matter Expert.
