Open to opportunities

Ophalynn Flores-Beltran

@ophalynnfloresbeltra

Message

Seasoned Project Manager and Customer Success Lead with 10+ years experience.

Philippines

Message

What I'm looking for

I am looking for a role that values customer-centric strategies and offers opportunities for professional growth.

I am a seasoned Project Manager and Customer Success Lead with over 10 years of experience in driving multilingual customer support success and customer operations. My career has been dedicated to implementing AI-assisted support tools for SaaS products, where I have proven my ability to scale support teams while consistently meeting customer-centric KPIs.

At Strikingly, I have successfully scaled support operations from just 3 agents to over 110 multilingual representatives. I designed and facilitated hiring, onboarding, and training processes, and spearheaded the migration to Zendesk, which significantly improved resolution times and customer satisfaction. My focus on customer retention strategies and proactive churn intervention has led to enhanced user engagement and loyalty.

Throughout my career, I have established cross-functional teams and led high-impact initiatives across global, remote-first organizations. My commitment to excellence in customer service and my ability to leverage AI tools have been key to my success in this field.

Experience

Work history, roles, and key accomplishments

Current

Project Manager & Customer Support Team Lead

Current

Strikingly

Nov 2014 - Present (10 years 7 months)

Scaled support operations from 3 to 110+ multilingual representatives, designing and facilitating hiring, onboarding, training, and quality monitoring processes. Spearheaded migration to Zendesk, launched live chat, and developed customer retention strategies including proactive churn intervention and targeted email marketing campaigns. Led the launch of internal knowledge base, support protocols,

Project Management Zendesk Training Development Customer Service Lead Generation

Customer Support Representative

Strikingly

Nov 2013 - Present (11 years 7 months)

Provided email-based customer support, forwarding complex or unresolved issues to appropriate teams. Sent user feedback for product improvement and performed additional duties to maintain and improve internal/external knowledge bases.

Customer Service Email Support Technical Support User Feedback

Web Content Writer

Freelance

Feb 2009 - Present (16 years 4 months)

Created blog posts, how-to guides, and product reviews for various clients. Edited and proofread articles to maintain high-quality writing and ensure SEO compliance.

Content Writing Blog SEO Proofreading Product Reviews

Technical Support Representative

Teletech

Feb 2008 - Present (17 years 4 months)

Handled inbound calls and provided comprehensive technical support to customers. Adhered to service level agreements and consistently improved customer satisfaction scores.

Technical Support Customer Service Inbound Troubleshooting SLA Management Customer Satisfaction

College Instructor

De La Salle Lipa

Nov 2005 - Present (19 years 7 months)

Taught History and Social Science courses to college students. Organized educational tours and departmental seminars to enhance learning experiences.

Teaching Curriculum Development Public Speaking History

Education

Degrees, certifications, and relevant coursework

Philippine Normal University

Master of Arts in Education, Teaching History

Completed a Master of Arts in Education with a major in Teaching History. Focused on advanced pedagogical methods and historical research.

De la Salle University

Bachelor of Arts, History

Pursued a Bachelor of Arts degree with a major in History and a minor in Behavioral Science. Gained a comprehensive understanding of historical events and human behavior.