Soo Lee
@soolee
I improve customer journeys, operations, retention, and automation across CX teams.
BrazilWhat I'm looking for
I've improved customer journeys and operational processes at HeySunday, Nubank, and fashion retail businesses, bridging CX, Product, Technology, and Logistics.
At HeySunday, I analysed operational data, redesigned internal processes, and refined AI Agent conversational flows. I also led customer-impacting incident responses and took over lifecycle marketing in Klaviyo, helping roughly double weekly cancellation saves from about 50 to about 100 subscribers.
I prefer fixing root causes over simply closing tickets, using KPIs, journey analysis, documentation, and cross-functional collaboration to reduce friction for customers.
Experience
Work history, roles, and key accomplishments
Lifecycle Marketing
HeySunday
Oct 2025 - Sep 2026 (11 months)
Managed lifecycle program in Klaviyo including retention flows, promotional calendar, A/B testing, and weekly reporting. Improved cancellation flow, doubling retained subscribers and reducing monthly churn.
Operational Excellence Specialist
HeySunday
Jan 2025 - Dec 2025 (11 months)
Analysed operational data and customer journeys to identify bottlenecks and improve processes. Acted as a bridge between CX, Product, Technology, and Logistics, and contributed to AI Agent evolution.
Senior Customer Service Associate
Overcome Clothing
Apr 2024 - Jan 2025 (9 months)
Coordinated chat support, implemented BLIP platform, monitored KPIs, managed refunds and exchanges, and led loyalty initiatives.
Provided multichannel support, managed internal projects, analyzed data, and monitored customer experience quality. Also handled reputation management and social media engagement.
Junior Analyst
Provided multichannel support and assisted with internal projects and data analysis.
CX Analyst
Provided multichannel support and contributed to customer experience quality monitoring.
Social Media Analyst
Handled social media engagement and reputation management, including brand content presentation.
Education
Degrees, certifications, and relevant coursework
Universidade Anhembi Morumbi
Technologist, Interior Design
Technologist in Interior Design degree from Universidade Anhembi Morumbi.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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