At Bitfunded, I implemented Zoho CRM, centralizing data from 80,000+ users and 110,000+ orders. I also created reporting dashboards and used Claude to automate business health analysis and operational work.
At Prop.com, I led the migration from HubSpot to Intercom and redesigned customer success workflows. AI-powered support reduced chat volume by 41% and annual CX operating costs by $80,000.
At Pyypl, I led two Quality Specialists and introduced QA reviews, audits, and coaching that improved customer interaction quality from 66.7% to 92.5% within three months. I also partnered with support and product teams to address customer pain points.
Earlier, at Gympass and Didi Chuxing / 99 App, I worked with quality teams across regions on monitoring, analysis, and service improvements. At Concentrix, I delivered training for Apple customer support teams and managed quality performance for teams of up to 40 agents.
