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Sabrina Dacsa

@sabrinadacsa

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Client success leader at Legalsoft and MedVirtual who grew accounts to 800+ and raised CSAT to 95%.

Philippines

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At Legalsoft, I led client success and operations for a remote staffing company, growing its client base from under 500 to 800+ within 12 months. I developed a VIP operating model for law firm clients and launched an Enterprise segment to support account growth.

At MedVirtual, I designed the Incubation POD, a first-90-days program for new clients that grew headcount and the client base by up to 20% in six months. Client Milestone reviews helped raise CSAT from 88% to 95%, and I improved retention by up to 15% within three months.

Earlier at ePerformax Contact Centers & BPO, I progressed from Coach to Performance Development Manager and scaled teams to 400+. I build practical systems for account follow-up and team coaching using tools including HubSpot, Zoom, Slack, and Notion.

Experience

Work history, roles, and key accomplishments

Retention Strategist

MedVirtual

Apr 2026 - Sep 2026 (5 months)

Improved client retention by up to 15% within 3 months by managing service quality and VA performance across client accounts. Led the Incubation team of Senior Client Success Managers and designed the Incubation POD, growing headcount and client base by up to 20% in 6 months.

Customer Retention Client Success Team Leadership HubSpot Zoom Slack Notion Google Apps Script Process Automation CSAT Improvement

Customer Success / Operations Director

Legalsoft

Mar 2023 - Mar 2026 (3 years)

Led client success and operations for a remote legal staffing company, scaling the client base from under 500 to 800+ within 12 months. Developed a VIP operating model for high-value law firm clients and launched an Enterprise client segment to accelerate growth.

Client Success Operations Management Team Leadership HubSpot Monday.Com Google Workspace Slack Notion Zoom Pandadoc Microsoft Office Process Automation Data Driven Decision Making

Performance Development Manager

ePerformax Contact Centers & BPO

Sep 2019 - Mar 2023 (3 years 6 months)

Managed Telco business accounts, including T-Mobile, and led the performance development team. Scaled headcount from 2 teams of 30 to 400+ across Telco, Tech Support, and Rest of World queues within 18 months.

Performance Management Team Leadership Account Management Training Coaching KPI Management Telco

Performance Development Supervisor & Coach

ePerformax Contact Centers & BPO

Sep 2012 - Aug 2019 (6 years 11 months)

Coached individuals and teams through 1-on-1 feedback sessions, progress reviews, and personalized development plans. Designed and delivered training programs and skill-building workshops, including onboarding and ramp-up for new team members.

Coaching Feedback Training Onboarding Performance Improvement team development

Education

Degrees, certifications, and relevant coursework

STI College Bacoor

Associate in Computer Science, Computer Science

Pursued an Associate in Computer Science degree at STI College Bacoor.

ePerformax

Professional Training, Leadership and Performance Management

Completed professional training programs in leadership and performance management, including P.E.R.F.O.R.M., C.O.A.C.H., Feedback, Quality, and Analyst.