Cristina Espiritu

Took a career break for full-time parenting responsibilities.

- Managed the RevOps Service Desk, overseeing intake, prioritization, and resolution of operational requests for Sales & Strategy Operations teams.
- Designed and automated intake workflows, improving operational efficiency and visibility across teams.
- Led requirements gathering, stakeholder engagement, and change management activities to implement a unified intake process and migrate legacy w

- Managed an internal customer advocacy automation platform, improving support efficiency through end-to-end ticket automation.
- Led process discovery, stakeholder interviews, and process mapping to identify automation and operational improvement opportunities.
- Gathered and documented business requirements, serving as the liaison between business stakeholders and technical teams.
- Designed,

- Served as a product expert supporting customers and internal teams across licensing, billing, and product-related inquiries.
- Acted as a liaison between Product Marketing, Product Advocacy, and Support teams to communicate customer feedback and product updates.
- Delivered technical troubleshooting support and contributed to issue investigation and resolution efforts.
- Developed support ena

Provided expert support in Bitbucket and development tools.

Supported evaluators and pre-evaluators via email and phone.

Shared customer feedback with Product Teams to drive improvements.

Enabled partners and customers with migration resources and tools.

Coordinated with Marketing to keep Product Advocates aligned on product updates.

- Delivered customer support through phone, email, and chat channels, ensuring timely and effective issue resolution.
- Resolved billing, licensing, and account-related inquiries while maintaining a high standard of customer service.
- Managed escalations and collaborated with cross-functional teams to drive customer issue resolution.
- Reviewed and processed Community and University License ap

- Facilitated onboarding, refresher training, and cross-training sessions to improve employee performance and knowledge retention.
- Maintained training records, performance reports, and stakeholder updates.
- Conducted quality reviews, knowledge assessments, and compliance audits to support continuous improvement initiatives.
- Collaborated with operational leaders to identify training needs a

Payment Card Network Processor (B2B):
- Customer Support: Provides prompt and efficient responses to customer inquiries through ticketing systems and phone calls, ensuring a high level of satisfaction and support for business clients.

US Mortgage (B2C):
- Customer Inquiry Resolution: Offers timely and effective solutions to customer queries via ticketing systems and phone calls, enhancing the cus

- Delivered phone and ticket-based customer support, resolving inquiries and service issues efficiently.
- Managed customer escalations and collaborated with internal teams to achieve successful resolutions.
- Consistently met service level expectations and quality standards in a high-volume support environment.