Lhea User

Owns company-wide operations across three revenue verticals and a 23-person organization, setting monthly operating budgets and resourcing plans. Founded and runs the Business Solutions vertical, designing and building custom AI-powered platforms and CRMs for niche service businesses on a 21-day build-to-invoice cycle.

Directed day-to-day operations across support, client success, and lead-generation functions, aligning teams around shared performance targets. Built and refined operational processes and reporting cadences to improve cross-team visibility and handoffs.

Owned the end-to-end client lifecycle including onboarding, relationship management, and retention for outsourcing and funding clients. Served as primary escalation point for client issues and identified upsell opportunities by tracking client health.

Supported campaign planning and execution for lead generation across the Business Funding and Outsourcing verticals. Coordinated content, messaging, and brand consistency across marketing channels.

Managed client relationships end-to-end, driving satisfaction, retention, and renewal across a diverse client portfolio. Built repeatable onboarding and check-in processes to standardize the client experience.

Delivered virtual customer support for a U.S. real estate client, handling inquiries, scheduling, and client communications.

Resolved complex payments and account issues for Stripe customers, meeting quality and compliance standards for a fintech platform. Recognized as a senior-level executive for consistent process accuracy and customer handling on high-stakes financial cases.

Led and coached a frontline customer service team, owning performance metrics, quality scores, and daily operations. Ran floor management, escalation handling, and side-by-side coaching to lift team KPIs.

Acted as the go-to process and product expert for the team, supporting training and knowledge-base upkeep.

Handled frontline customer service inquiries, consistently meeting quality and productivity targets.

Provided technical and account support for Google Cloud customers.

Supported mortgage customers with account servicing and payment inquiries.

Handled customer and technical support for AT&T U-verse telecom services.

Delivered customer support for Bell Canada telecom subscribers; first BPO role.