At World Emblem, I directed the move from email-based service handling to a structured ticketing system, with clearer ownership, request categories, escalation paths, and SLA visibility.
I lead client services operations supporting a team of approximately 25, with two formal direct reports. I developed standardized work instructions and coaching practices to improve consistency, quality, and accountability.
I built operational reporting for response and resolution metrics, orders, and client activity. I also developed customer feedback and service recovery approaches using NPS, CSAT, CES, and escalation processes.
At ShotFlow, I managed relationships with 20–25 enterprise retail clients and led onboarding, escalations, troubleshooting, and service recovery. I partnered with product and engineering teams on issues and workflows, and created training and knowledge resources.
