At TikTok, I owned the global SMB CSAT program, reaching 200K+ clients weekly through email, in-product, and phone surveys and raising response rates by 10%. I partnered with Data Engineering and Product to launch dashboards that brought CSAT insights to a weekly cadence.
Before that, I led TikTok’s global SMB Quality Program across NA, EMEA, LATAM, and APAC. I designed QA scorecards and calibration processes, managed vendor audits, and partnered with Engineering and Product to launch an internal quality tool that recorded 4,500+ audits in its first rollout phase.
Earlier, at Accenture, I built quality tracking systems and trained representatives on policies and workflows. I’m COPC certified and bring experience in quality assurance, customer experience, and program operations.
