JSJoy Serrano
@joyserrano
Director in Operations & Client Relations driving customer success.
IndiaWhat I'm looking for
I am a results-driven Director with 10+ years of experience delivering client satisfaction, retention, and business growth across corporate and NGO sectors. I specialize in customer experience, project coordination, and operations management with a hands-on approach to streamline processes and empower teams.
I have led cross-functional teams, managed field workforce, and served as primary point of contact for partners and clients across multiple geographies, improving communication consistency by 90% and increasing client engagement by 70%. I designed project models, oversaw data collection, and produced audit-ready documentation and quarterly impact reports for 20+ clients.
I excel at bridging internal teams with external stakeholders, implementing data-backed strategies, and maintaining meticulous documentation systems. I am passionate about building long-term partnerships, ensuring operational excellence, and delivering measurable results that support strategic decision-making.
Experience
Work history, roles, and key accomplishments
Relationship Operations Manager
Value Network Ventures
Jun 2024 - Dec 2025 (1 year 6 months)
Served as primary point of contact for international partners, coordinated cross-functional teams, and managed workforce and communications to sustain project impact and reporting accuracy across host communities.
Director, Operations
Santha Ruby Medical Assistance Foundation
May 2018 - Jun 2024 (6 years 1 month)
Led operations, project design, and partner relationship management across multi-geography initiatives, improving client engagement and participation by up to 70% and ensuring 100% on-time project delivery and audit-ready documentation.
Customer Success Manager
Life CVs
Apr 2023 - Sep 2023 (5 months)
Managed customer support and onboarding operations, delivered training sessions, and implemented feedback-driven curriculum changes to improve service quality and KPI adherence during a short-term engagement.
Product & Program Coordinator
Antano & Harini
Feb 2020 - Nov 2022 (2 years 9 months)
Coordinated product and program delivery for 700+ clients, managed onboarding and events, and maintained 100% efficiency in event coordination and client follow-up.
Associate - IT Help Desk
Sutherland Global Services
Jan 2018 - Feb 2019 (1 year 1 month)
Provided IT help desk support for AT&T processes, handling incident resolution and customer-facing technical assistance to maintain service levels.
Communication Instructor
Paradesous Institute of Learning
Jan 2017 - Dec 2017 (11 months)
Delivered communication and personality development instruction, designing curricula and training modules to improve learner outcomes.
Business Development Executive
Ninitonet Networks Pvt. Ltd
Jul 2016 - Jul 2017 (1 year)
Supported business development activities, client outreach, and sales operations to drive revenue and market presence.
Assistant General Manager - Marketing
Pallava News
Nov 2015 - May 2016 (6 months)
Assisted in marketing strategy and execution to increase brand visibility and audience engagement across channels.
Education
Degrees, certifications, and relevant coursework
Stanford Seed (AMI)
Diploma in Entrepreneurship , Executive / Leadership Education
2023 - 2024
Grade: NA
Activities and societies: Stanford SEED seminar (2023)
Completed a Stanford SEED seminar focused on empowerment and enterprise skills in 2023.
Fly Air Aviation Academy
Postgraduate Diploma, Aviation / Flight Dispatch & Ground Handling
2014 - 2016
Activities and societies: Exodus travel solutions and itinerary planning; 1st place best case study/presentation awards
Completed a PGD in Flight Dispatch & Ground Handling with practical training and awards in itinerary planning and presentations.
Madras Christian College
Bachelor of Science, Geography, Tourism & Travel Management
2012 - 2015
Activities and societies: Debate (1st place), Best Presentation, Overall performer; World Tourism Day events
Participated in seminars and events including World Tourism Day and achieved debate and presentation awards during studies in related programs.
Ministry of Tourism, Kohima (Internship)
Cultural Tourism Research
2014 - 2014
Activities and societies: Research internship on cultural tourism
Researched cultural tourism impacts and promotion strategies during a December 2014 internship.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Singapore
Finland
Switzerland
BelgiumSalary expectations
Job categories
Skills
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