# Melody Ocumen - Customer Success Head
Source: https://hello.cv/dprofile
Manila

## Links
- LinkedIn | https://linkedin.com/in/melodyocumen

## About
Experienced and results-driven Customer Success Head with a strong background in strategic management and team leadership, adept at optimizing customer satisfaction and driving loyalty. Proven ability to implement data-driven strategies that significantly reduce churn and boost customer retention, leveraging expertise in managing large support teams and fostering continuous improvement. Seeking to apply extensive experience to shape customer-centric strategies, elevate client experiences, and drive substantial business growth.

## Work
### Customer Success Head | Fireflies.ai
https://
Led a global team of 15 customer success professionals, driving business transformation and optimizing processes to enhance client experience and retention.
- 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.
### General Manager | Freelancer.com
https://
Directed comprehensive operations and strategic initiatives for a global online platform, leading a diverse team of 200+ staff to optimize business performance and stakeholder relations.
- 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.
### Consultant | Various Companies (Consultant)
https://
Provided strategic consulting to multiple startups, driving operational efficiency, cost reduction, and market entry initiatives.
- 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.
### Customer Service and Training Manager | Freelancer.com
https://
Managed customer service and training operations, overseeing recruitment and development for over 100 agents to enhance client support and quality.
- 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.

## Languages
- English
- Filipino

## Certificates
### Black Belt Six Sigma
Various | https://
### Google Data Analytics
Google | https://
### Scrum Fundamentals Certified (SFC)
SCRUMstudy | 2023-01-01 | https://www.scrumstudy.com/certification/scrum-fundamentals-certified-sfc-credential-id-76070
### C/X Blueprint
CX University | 2023-01-01 | https://www.cxuniversity.com/credential/cx-blueprint-credential-id-61621737
### IBM Data Science Trained
IBM | 2023-01-01 | https://

## Skills
### Customer Success & Operations
- Customer Satisfaction
- Customer Retention
- Churn Reduction
- Service Delivery
- Process Optimization
- Policy Formulation
- Quality Control
- Project Management
- Client Management
- Business Operations
- Standardization
- Streamlining
### Leadership & HR
- Team Leadership
- Talent Development
- Recruitment
- Onboarding
- Training & Development
- Performance Management
- Employee Relations
- HR Leadership
- Organizational Culture Shaping
- Conflict Resolution
- Stakeholder Management
### Data & Analytics
- Data Analytics
- Decision-Making
- Market Research
- KPIs (Key Performance Indicators)
- Fraud Reduction
### Tools & Platforms
- Zendesk
- Intercom
- Crisp
- Asana
- Autopilot
- Divi Themes
- Freshdesk
- Google Docs
- HeapAnalytics
- Hootsuite
- Hubspot
- Jira
- Kayako
- Mailchimp
- MS Office
- Notion
- Shortcut
- Slack
- Trello
- Wordpress
- WHM
- cPanel
- Zendesk Support
- Zendesk Guide
- Zendesk Explore
### Programming Languages
- HTML
- CSS
- PHP
### Compliance
- DOLE Regulations
- Regulatory Compliance

## Source
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