Open to opportunities

Morraine User

@morraineuser

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Customer-centric technical support and onboarding leader driving operational excellence.

Philippines

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What I'm looking for

I am seeking a full-time role in customer success or onboarding where I can lead client implementations, improve adoption, mentor teams, and drive measurable improvements in satisfaction and retention within a collaborative, growth-oriented company.

I am a resourceful, organized customer success and technical support leader with proven experience in member success, client onboarding, and service desk operations across remote and international environments. I have led teams, improved customer satisfaction, reduced ramp-up time for new hires, and delivered end-to-end onboarding and change adoption programs while ensuring compliance and strong stakeholder communication.

I thrive in dynamic settings where I can combine empathy, technical troubleshooting, and process improvement to drive adoption and reduce churn. I partner with cross-functional teams to design training, documentation, and self-service solutions, and I continually analyze feedback and metrics to optimize workflows and deliver measurable business impact.

Experience

Work history, roles, and key accomplishments

Member Success Associate

Function Health Inc.

Aug 2024 - Jun 2025 (10 months)

Served as the initial point of contact for members, guiding them through healthcare journeys while ensuring HIPAA compliance and resolving technical issues via chat, email, text, and phone to maintain high satisfaction.

HIPAA Intercom Notion Multichannel Support Technical Troubleshooting

Org Change Analyst

GXChange Inc. - Collabera Digital

Mar 2024 - Jun 2025 (1 year 3 months)

Led change and transformation efforts including impact analysis, communication, training delivery, and monitoring to drive adoption and align product vision with team capacity using Scrum ceremonies.

Change Management Stakeholder Engagement Training Delivery Scrum Backlog Grooming

Head Onboarding Engineer

Voiso PTE LTD

Nov 2022 - Feb 2024 (1 year 3 months)

Led end-to-end B2B client onboarding across APAC, implemented omni-channel self-service and IVR solutions, supported presales/upsell activities, and built onboarding materials to reduce churn and accelerate adoption.

Onboarding Knowledge Base Client Presales Customer Profiling Escalation Management

Senior Technical Process Executive

Infosys PTE LTD

Aug 2021 - Oct 2022 (1 year 2 months)

Delivered frontline technical support across calls, chat, and email, handled high-volume queues, resolved complex incidents and escalations, and collaborated with multiple business units to maintain system uptime and customer satisfaction.

Service Desk Incident Management Live Chat Email Support Troubleshooting Cross Functional Collaboration SLA Management

Team Leader - Customer Service

VCSN Outsourcing Agency

Jul 2019 - Jul 2021 (2 years)

Led a remote customer service team, improving CSAT by 15%, achieving 100% SLA compliance, reducing ramp-up time by 30%, and driving process improvements through coaching and performance monitoring.

Team Leadership Coaching Performance Management SLA KPIs Onboarding Process Improvement

Education

Degrees, certifications, and relevant coursework

Trece Martires City College

Bachelor of Science, Public Administration

2015 - 2019

Completed a Bachelor of Science in Public Administration at Trece Martires City College, focusing on public sector management and administrative processes.