Melody Ocumen

Led and mentored a global team of 15 customer success professionals, delivering exceptional support and fostering cross-country collaboration.

Spearheaded multiple business transformation projects, standardizing and streamlining processes to enhance operational efficiency and service delivery.

Partnered with the engineering team to identify and resolve root causes of support issues, significantly reducing customer churn.

Orchestrated successful client engagement campaigns, meticulously tracking team progress and ensuring timely project delivery.

Innovated and optimized customer success processes, directly contributing to measurable improvements in customer retention rates.

Designed and implemented comprehensive onboarding and offboarding programs, accelerating new hire productivity and improving team integration.

Developed and launched a robust customer management process, alongside effective onboarding and training programs that elevated team performance.

Managed end-to-end operations and led a diverse team of 200+ staff, overseeing recruitment, onboarding, and comprehensive training programs.

Developed and implemented competency-based training programs, aligning 100% with Key Performance Indicators (KPIs) to enhance team performance.

Implemented strategic policies and operational processes that significantly reduced absenteeism and attrition rates across the organization.

Collaborated effectively with internal and external stakeholders, negotiating critical vendor contracts and ensuring full regulatory compliance.

Provided strategic guidance and leadership for critical projects, effectively leading project meetings and resolving complex conflicts.

For Lust Have It!, developed a streamlined client management process and negotiated key supplier deals, resulting in significant cost reductions.

For PulseRadio, designed and implemented robust operational processes that reduced fraud and disputes by an impressive 87.42%.

For Blys, successfully established core operational processes and recruited key personnel, ensuring effective business management and growth.

For SmartSari, spearheaded the establishment of Manila operations and successfully negotiated critical vendor contracts for the SmartSari app launch.

Oversaw the recruitment, comprehensive onboarding, and training of 100+ new customer service agents, building a high-performing team.

Formulated and implemented new chat support and quality control policies, significantly enhancing the quality and efficiency of client support.

Played a pivotal role in the successful establishment and operationalization of a new Business Centre in Manila.

Led cross-functional collaborative projects, contributing insightful articles and positive reviews that enhanced the company's online presence.