Special Projects Specialist

Jan 2025 - Present

Drove segment-wide process and people improvements through AI-assisted workflow design, training programs, and coaching frameworks for Client Support and Client Success teams. Managed Pizza Restaurant clients portfolio, conducted check-ins, resolved issues, upsold products, and escalated as needed. Served as operational bridge between client success and support, resolving issues end-to-end.

Client Operations Specialist II — Client Onboarding & Success

Jan 2024 - Jan 2025

Pioneered Pizza Restaurant client segment, growing support team from 0 to 8 and client base from 1 enterprise account to 20+ active clients. Reduced onboarding time from 4-6 weeks to 1-2 weeks by redesigning process and coordinating cross-functional teams. Built and configured Intercom for Pizza support with workflows, SLAs, routing, and chat/call standards.

Customer Resolution Specialist — Client Operations Support

Jan 2023 - Jan 2024

Resolved 80–100 complex customer complaints daily in a fast-paced Food Tech environment covering food, delivery, and platform issues. Identified and root-caused systemic issues across restaurants, internal tools, product, menu/content, and tech systems. Supported restaurant owners on SaaS order-taking operations as a trusted resource.

Mentor & Trainer — Tier III Customer Support (Assignment)

Jan 2023 - Jan 2024

Led 3 waves of new hire training as Trainer OIC, managing ~15 headcounts per wave with 70–80% throughput from OJT to certification. Designed and facilitated training programs covering platform operations, customer handling, and quality standards. Maintained frontline responsibilities handling food orders for diverse Asian cuisine restaurant clients while running training operations.

Customer Service Representative

Dec 2021 - Jan 2023

Handled 200–300 inbound order-taking calls daily for 1,500+ Chinese American, Japanese, and Thai restaurant clients across the US. Managed accurate food orders for new and returning customers, maintaining high satisfaction and efficiency. Provided post-order callback support to enhance customer experience and reduce repeat contacts.