Customer Success Manager at Yourbow

Campaign Strategy & Client Consultation: Served as primary consultant for hotel partners, developing customized campaign strategies aligned with their occupancy goals, seasonality, and budget. End-to-End Campaign Management: Owned the full campaign lifecycle for 40+ hotel partners, from initial setup and budgeting in Expedia Partner Central to continuous optimization and performance reporting. Performance Monitoring & Data Analysis: Conducted daily and weekly monitoring of key campaign metrics — including impressions, click-through rate (CTR), conversion rate, and cost-per-acquisition (CPA) — to assess performance health. Proactive Optimization: Executed data-driven optimizations for every campaign, making real-time adjustments to bidding strategies, keyword targeting, audience segments, and promotional creatives to ensure each campaign exceeded performance targets. Client Communication & Reporting: Maintained regular contact with clients through scheduled calls and emails, providi

Voice Agent at Intouch CX (Weber Grills)

Technical Product Support & Troubleshooting: Provided expert voice support for Weber Grills products, diagnosing and resolving customer issues related to assembly, ignition, temperature control, gas flow, and general performance. Parts & Warranty Management: Processed warranty claims, identified correct replacement parts using technical diagrams, and facilitated orders to ensure timely resolution and customer satisfaction. Customer Education & Guidance: Educated customers on proper grill use, maintenance best practices, cleaning procedures, and safety protocols to enhance product longevity and user experience. Sales Support & Order Assistance: Assisted customers with pre-purchase questions, supported the order process for new grills and accessories, and utilized CRM systems to document all interactions and case details accurately.

Voice Agent at WEP Help

Customer Support & Troubleshooting: Provided live, voice-based support to Cash App customers, resolving a wide range of issues including transaction disputes, failed payments, account access, and card-related inquiries. Financial Operations & Security: Processed and escalated fraud claims, assisted with identity verification, and guided users through secure account recovery procedures in strict compliance with financial regulations. Product & Feature Guidance: Educated customers on Cash App's core functionalities, including peer-to-peer (P2P) payments, direct deposits, Bitcoin transactions, and the use of the Cash Card. Case Management & Documentation: Accurately documented all customer interactions and transaction details within internal CRM systems, ensuring clear audit trails and enabling effective case resolution.

QA Analyst at Web Help

Quality Assurance & Compliance: Monitored and evaluated customer support interactions (voice, chat, email) to ensure adherence to Cash App's quality standards, security protocols, and financial industry regulations. Performance Evaluation & Scoring: Used standardized scorecards to assess agent performance on metrics like accuracy, compliance, empathy, and first-contact resolution for fintech-specific issues. Feedback & Coaching: Provided detailed, actionable feedback and conducted calibration sessions with support teams and team leads to drive continuous improvement in customer experience. Insight & Reporting: Identified systemic trends, knowledge gaps, and process inefficiencies in support delivery, generating reports to inform targeted training and operational updates.