Josephine M.
Customer Experience Manager
Notable Highlight
Her team maintained a 94% CSAT while improving full resolution time from 40 hours to 18 minutes and first resolution time from 2 hours to 6 minutes, reflecting strong ownership of customer service KPIs and process improvement in a high-volume support setting.
Experience Summary
Josephine Lee has nearly 22 years of experience as a Customer Service Manager. Most recently, she worked as a Customer Experience Manager at Thr., an e-commerce business, where she led customer support teams in a high-volume environment. She managed team leads and associates, oversaw customer support across multiple channels, and prioritized customer satisfaction, operational excellence, process improvement, and team development. Her background includes handling 2,000–3,000 tickets per day across live messaging, phone, email, and social media. She is proficient in Zendesk, Assembled, NICE IEX, Amplify, Zoho, and Google Sheets.
Key Achievements
Her team maintained a 94% CSAT while improving full resolution time from 40 hours to 18 minutes and first resolution time from 2 hours to 6 minutes, demonstrating strong ownership of customer service KPIs and process improvement in a high-volume support setting. She led AI and automation implementation, including bots for email and social media platforms such as TikTok. She collaborated with cross-functional teams to map process flows for automation, enabling associates to focus on complex customer concerns.
Skills
Experienced in leading customer support teams across multi-channel, high-volume operations. Strong in customer satisfaction improvement, operational excellence, and process optimization. Capable of partnering cross-functionally to implement AI and workflow automation in support environments. Proficient with Zendesk, Assembled, NICE IEX, Amplify, Zoho, and Google Sheets.
Work Experience
Customer Experience Manager
T(GPP · Mandaluyong, Philippines · Jul 2021 – Jun 2026
- Led a customer support organization consisting of 5 Customer Experience Leaders and approximately 60 Associates across email, live chat, social media, and phone support channels.
- Managed operations supporting more than 600,000 customer contacts while maintaining 94% CSAT, 6-minute First Reply Time, and 48-minute Full Resolution Time.
- Improved operational efficiency through process optimization, automation, and AI-enabled support solutions, reducing First Reply Time from 2 hours to 6 minutes and Full Resolution Time from 90 hours to 48 minutes.
- Drove adoption of new tools, technologies, and support processes, achieving over 100% training completion across the organization.
- Built a high-performing culture through coaching, performance management, and employee development, resulting in 100% employee retention and an Employee Satisfaction Score of +71.
- Partnered with Brand Management, Legal, and Technology teams to implement strategic initiatives, resolve operational challenges, and improve customer experience processes.
Customer Obsession Lead
T(GPP · Mandaluyong, Philippines · Oct 2020 – Jul 2021
- Led and developed Customer Experience Associates through coaching, performance feedback, and development planning.
- Managed customer and operational escalations, ensuring timely resolution while maintaining service quality standards.
- Coordinated daily operations, workload prioritization, workflow management, and staffing coverage to support service-level attainment.
- Monitored performance metrics and provided real-time guidance to drive KPI achievement and operational goals.
- Supported business continuity through effective workforce coordination and operational oversight.
Account Manager
T(GPP · Mandaluyong, Philippines · Feb 2020 – Oct 2020
- Managed end-to-end performance of eCommerce brands, including sales, inventory, customer experience, and operational metrics.
- Collaborated with cross-functional teams to resolve operational issues and maintain account health.
- Managed client, marketplace, and operational escalations, ensuring timely resolution and a positive customer experience.
- Monitored business performance and supported initiatives to improve operational effectiveness and customer satisfaction.
Senior Team Leader
27CP · Philippines · Apr 2017 – Nov 2019
- Led voice and chat operations through 5–6 Team Leaders overseeing 50–60 Customer Service Representatives.
- Drove performance against client KPIs, service levels, quality standards, and customer satisfaction targets.
- Developed Team Leaders through coaching, mentoring, performance management, and business reviews.
- Implemented operational strategies, process improvements, and performance initiatives aligned with business objectives.
- Analyzed operational data and presented insights during client and leadership reviews to support decision-making and continuous improvement.
- Managed client escalations and stakeholder relationships while supporting employee engagement and leadership development initiatives.
Team Leader
27CP · Philippines · Aug 2010 – Apr 2017
- Managed a team of 15–18 Customer Service and Technical Support Representatives.
- Delivered coaching, performance feedback, and development planning to improve team performance and operational results.
- Resolved customer and operational escalations while maintaining service quality and customer satisfaction.
- Conducted quality reviews and partnered with cross-functional teams to ensure compliance with client standards and processes.
- Facilitated new-hire training and ongoing upskilling programs.
- Analyzed performance trends and implemented improvement actions to improve team effectiveness and productivity.
Team Leader
CP · Quezon City, Philippines · Feb 2007 – Aug 2010
- Led and coached a team of 15–18 Technical Support and Customer Service Representatives, driving performance and service quality.
- Conducted call evaluations and delivered coaching to improve customer interactions and technical troubleshooting effectiveness.
- Facilitated client-required training and onboarding programs to ensure operational readiness and compliance.
- Served as the primary escalation point for customer and operational issues, ensuring timely resolution and customer satisfaction.
- Managed performance evaluations, documentation, and development plans to support employee growth and goal attainment.
Quality Specialist
CP · Sep 2005 – Feb 2007
- Evaluated customer interactions and monitored agent performance to ensure compliance with quality standards and client requirements.
- Analyzed performance trends and provided actionable recommendations to improve service quality and agent effectiveness.
- Conducted calibration sessions with operations teams and stakeholders to maintain scoring consistency and alignment.
- Delivered quality feedback and coaching opportunities to support continuous performance improvement.
Technical Support Representative
Con. · May 2004 – Sep 2005
- Resolved customer inquiries and account-related concerns through phone, email, and chat support.
- Diagnosed and troubleshot computer, software, hardware, and internet connectivity issues.
- Handled customer complaints and escalations while striving for first-contact resolution.
- Guided customers through troubleshooting processes and product usage.
- Maintained accurate documentation of customer interactions, technical issues, and resolutions.