Open to opportunities

Mary Ann Castillo

@maryanncastillo

Message

Operations and customer experience leader driving efficiency, automation, and CSAT improvements.

Philippines

Message

What I'm looking for

I seek roles where I can scale operations and support, implement automation and SOPs, lead high-performing teams, and align customer success with business growth.

I 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.

Experience

Work history, roles, and key accomplishments

Current

VP of Operations

Current

Rothman Coaching

Jan 2025 - Present (9 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.

Operations Management SOP Development Customer Success Reporting Team Leadership Cross Functional Collaboration Automation)

Manager, Technical Support

Turnitin

Jan 2022 - Dec 2024 (2 years 11 months)

Directed global support operations, improving operational efficiency by 90% and raising CSAT by 15% through faster resolutions, escalations handling, and process automation.

Technical Support Escalation Management Process Automation CSAT SLA Management Support Operations KPI Tracking

Branding Team Lead

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.

Brand Strategy Creative Direction Team Leadership Content Strategy

Configuration Success Team Lead

SiteMinder

Jan 2017 - Dec 2022 (5 years 11 months)

Built and coached high-performing support teams, improved SLA adherence, and increased customer satisfaction by 15% through targeted coaching and performance programs.

Customer Onboarding Team Building SLA Management Coaching Customer Satisfaction Process Improvement Performance Management

Education

Degrees, certifications, and relevant coursework

Arellano University

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.