Sofia User

I’m a Customer/Partner Success and Product Operations specialist with hands-on experience building partner programs, onboarding workflows, and reporting infrastructure from scratch inside a ~30-person AI voice agent SaaS team. I led the full partner lifecycle—onboarding, training, blocker resolution, and retention—for 30+ partners across 10+ countries, and I turn recurring partner feedback into structured product input for engineering.

I built and delivered TwinMind Academy (a partner certification program) and ran live enablement for 50–100 partner attendees. I redesigned onboarding to reduce average partner onboarding time by ~50% (from ~1 month to under 2 weeks), tracked 508+ hours of support activity for clear visibility into cost and resourcing, and coordinated end-to-end resolution of 10 critical partner blockers. I also reviewed 70+ AI voice agent configurations, produced structured failure reports, and supported 50+ deployed fixes through a troubleshooting checklist and knowledge base—while creating 50+ partner enablement assets to keep implementation moving fast.