Head of Customer Experience

• Managed 3 parallel projects with ~97% on-time delivery rate • Coordinated 4 cross-functional teams (Account Management, Sales, Onboarding, Operations) • Owned project timelines and ensured delivery in high-dependency environments • Increased operational throughput by 4–5x through process improvements and workflow optimization • Implemented structured reporting and financial tracking systems, improving data accuracy and reducing errors • Maintained near-100% on-time completion for self-owned deliverables

• Scaled team from 4 to 15 members (+275% growth) while maintaining high performance and stability (~85% retention) • Reduced onboarding time from 7–10 days to 2–3 days (~65% improvement) • Managed portfolio growth from 3,000 to 7,000+ clients (+130%) • Led team handling 300–400 clients per manager, ensuring KPI-driven performance • Achieved up to 30% monthly financial growth across managed portfolios • Maintained SLA response time of 10–15 minutes across the team • Introduced structured financial reporting and analysis systems, improving accuracy and consistency • Improved team efficiency and reduced errors through process standardization and training

• Managed up to 400 partner accounts simultaneously • Handled daily communication with partners across multiple projects • Maintained partner engagement and activity levels • Worked with high-volume chat-based communication • Supported ongoing partner operations and coordination • Gradually took on extended responsibilities within the team, supporting coordination and workflow management