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@maryanncastillo
Operations and customer experience leader driving efficiency, automation, and CSAT improvements.
PhilippinesI am an operations and customer experience leader with 10+ years in e-commerce, SaaS, and customer support leadership, known for building support teams from scratch, developing SOPs, and implementing automation that reduces chargebacks and boosts CSAT. I bring an entrepreneurial mindset, thrive in high-growth environments, and align customer success with business goals while executing with speed and ownership.
My recent roles include VP of Operations and Technical Support Manager where I led global support operations, improved efficiency by 90%, raised CSAT by 15%, and scaled teams and processes through recruitment, coaching, KPI-driven performance management, and automation using tools like Zendesk, HubSpot, and Intercom.
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Work history, roles, and key accomplishments
Rothman Coaching
Jan 2025 - Present (10 months)
Leading global expansion, SOP development, and operational scaling; oversee customer communications, support, and creative teams and implement systems and reporting to improve efficiency and client engagement.
TUDirected global support operations, improving operational efficiency by 90% and raising CSAT by 15% through faster resolutions, escalations handling, and process automation.
Flizz
Jan 2021 - Dec 2022 (1 year 11 months)
Directed a creative team in developing e-commerce branding strategies and boosted brand engagement through data-driven campaigns.
SIBuilt and coached high-performing support teams, improved SLA adherence, and increased customer satisfaction by 15% through targeted coaching and performance programs.
Degrees, certifications, and relevant coursework
Bachelor of Arts, Psychology
Completed a Bachelor of Arts in Psychology, focusing on foundational psychological theories and applications relevant to customer experience and team leadership.
Diploma, Computer Programming
Completed a diploma program in Computer Programming covering programming fundamentals and practical software development skills.
PhilippinesYou can contact Mary Ann and 90k+ other talented remote workers on Himalayas.
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