At VBO Global, I led the Customer Success function, focusing on client retention, satisfaction, and account growth. I managed and mentored the team, established KPIs and coaching frameworks, and served as the escalation point for complex customer issues.
I also drove customer onboarding and adoption initiatives and streamlined Customer Success and support processes through automation and continuous improvement. I represented the voice of the customer in product discussions and prepared executive reports on customer and operational performance.
At Digiprocessing, I progressed from 24/7 Banking Support Agent to Team Lead and then 24/7 Banking Support Manager. I managed around-the-clock support operations, coached team members, monitored payment processing, and worked with third-party processors to maintain SLAs.
Across my banking operations work, I monitored transaction-processing systems, handled incidents, and supported operational controls and reporting. I’ve also used Power BI dashboards and SQL queries for transaction and operational reporting.
