Customer Success & Operations Leader | 7+ Years Building CX Teams, Improving Processes & Scaling Startups

● Support entrepreneurs worldwide through LLC and C-Corporation formation processes.

● Guide customers through compliance requirements, banking setup, and business onboarding.

● Manage approximately 100 customer interactions weekly across multiple communication channels.

● Collaborate with internal teams to improve customer experience and operational efficiency.

● Apply customer success and operational best practices to support company growth.

● Promoted from Customer Experience Manager to lead Operations for a rapidly growing online business formation company.

● Managed a team of 6–12 employees across Customer Experience and Operations functions.

● Oversaw operational workflows supporting more than $2.5M in annual sales volume.

● Implemented process improvements that reduced order fulfillment times by 25%.

● Built scalable operational systems that improved team efficiency by 30%.

● Developed customer retention initiatives that increased retention by 20%.

● Led hiring, onboarding, coaching, and performance management for operational team members.

● Partnered directly with company founders to drive operational strategy and business growth.

● Joined BetterLegal as the company's first employee and helped build the Customer Experience department from the ground up.

● Led a team of 6 Customer Experience professionals.

● Designed and implemented the company's Customer Experience Manual and core operating procedures.

● Created onboarding and training systems that reduced new-hire training time by 40%.

● Spearheaded Twilio automation initiatives that reduced customer wait times and improved communication efficiency by 30%.

● Developed self-service customer resources that reduced repetitive support requests and improved team productivity.

● Conducted coaching, performance reviews, and employee development initiatives.

● Increased subscription conversion rates by 25% through upsell and customer engagement strategies.

● Reduced customer churn by 20% through targeted customer success initiatives.

● Managed customer interactions through phone, email, and live chat channels.

● Assisted customers with LLC and corporation formation services.

● Guided clients through compliance requirements and business setup processes.

● Identified revenue-generating upsell opportunities.

● Delivered exceptional customer support in a fast-paced startup environment.

● Built strategic partnerships with broadcasters throughout Jamaica and the Caribbean.

● Increased brand awareness in Jamaica by 40% through partnership and promotional initiatives.

● Expanded platform reach through broadcaster acquisition and onboarding efforts.

● Created 30+ user stories that contributed to a 25% increase in platform engagement.

● Developed content strategies that contributed to 35% growth while strengthening industry relationships.