Ana L.
Operations Consultant | Co-founder
Notable Highlight
She reduced the cost per closed ticket from – to by systemizing Intercom workflows and improving the ticket-handling process. She also reduced the cost per dispute from to across chargebacks, claims, and card disputes, demonstrating strong process improvement impact in support operations.
Experience Summary
is a customer support operations leader with extensive experience building and managing high-volume remote CX teams from the ground up, specializing in health and wellness subscription platforms. She scaled the company from early stage into a much larger operation, overseeing more than 100 customer service representatives and 6 team leads across dispute, social media, legal, and tier-one support functions. Her responsibilities included team oversight, coaching, applicant vetting, escalation handling, and SOP mapping, while managing high-volume support operations handling more than 5,000 combined tickets per day across chat, email, and social media. She is proficient with Intercom, Zendesk, Gorgias, Freshdesk, Mixpanel, Tableau, Google Gemini, and Claude.
Key Achievements
She reduced the cost per closed ticket from – to by systematizing Intercom workflows and improving the ticket-handling process. She also reduced the cost per dispute from to across chargebacks, claims, and card disputes, demonstrating strong process improvement impact in support operations.
Skills
Work Experience
Operations Consultant | Co-founder
CO · Philippines – Remote · Apr 2026 – Present
- Co-found a fractional CX and operations consultancy helping multi-brand businesses build remote support teams, CX systems, dispute workflows, and reputation management operations.
- Design end-to-end operating systems for high-volume support environments: SOPs, escalation workflows, QA standards, onboarding processes, staffing models, and performance dashboards.
- Advise founders on team structure, accountability systems, and scalable CX operations that reduce founder dependency and improve customer outcomes.
- Develop playbooks for customer support, cancellation prevention, refund management, and subscription CX across US, UK, and Australian markets.
Head of Reputation and Customer Support
RT(HWSP · Wyoming, USA – Remote · Jan 2022 – Apr 2026
- Managed a 100+ agent remote customer support team full time, building the operation from the ground up, including the full management hierarchy of supervisors, team leads, and frontline agents across multiple time zones and service tracks.
- Owned end-to-end customer experience across email and chat: support, escalations, cancellations, refunds, disputes, and reputation for a fast-scaling subscription platform with a large and sensitive customer base.
- Reduced cancellation and refund rates through structured retention workflows, escalation frameworks, and agent coaching, driving cost to close down by over 80% and directly protecting revenue and customer lifetime value.
- Maintained a 90%+ dispute win rate across PayPal and Stripe through evidence-based case handling and disciplined documentation, driving dispute and chargeback cost down by nearly 90% through systematic workflow design.
- Operated as manager of managers: recruited, developed, and held accountable a supervisor and team lead layer responsible for daily execution, SLA adherence, quality scores, and team performance.
- Built KPI dashboards and reporting cadences tracking FRT, FCR, resolution time, CSAT, backlog health, refund rate, and staffing coverage, giving leadership real-time visibility into CX risk and capacity.
- Managed helpdesk operations across Zendesk, Gorgias, Freshdesk, and Intercom, designing workflows, macros, escalation routing, ticket categorization, and reporting views that improved throughput and reduced handling time.
- Built the SOP library from scratch alongside QA programs including call and ticket reviews, scoring rubrics, coaching frameworks, and corrective action plans that raised agent quality and reduced repeat contacts.
- Led headcount forecasting, shift scheduling, capacity planning, hiring, and invoicing tied to volume projections and cost budgets, scaling from a small team to 100+ without losing quality or accountability.
- Partnered cross-functionally with product, technology, marketing, and finance to address root causes of customer issues, reduce repeat contacts, and improve the overall customer experience.
Commission Attorney VI
NLRC( · Metro Manila, Philippines · Mar 2022 – Mar 2026
- Draft appellate-level decisions on labor cases including illegal dismissal, money claims, and employee discipline, building deep expertise in documentation integrity, risk-managed decisioning, and defensible process.
- Operate in a high-accountability environment requiring precision, consistency, and audit-ready output, directly applicable to CX escalation handling and compliance-sensitive support operations.