Joy T.

Professional Background 15+ years of progressive leadership across Business Process Outsourcing (2008–2016) and e-commerce (2016–present), with deep expertise in customer experience operations, team development, and AI-driven process innovation. Customer Service Foundation Began as a frontline customer service agent handling diverse inquiries across email, chat, phone, and social media. Built a strong foundation in customer-first thinking, consistently delivering exceptional experiences and maintaining high satisfaction at every touchpoint. Career Progression Advanced from agent to team leader, then into senior management — taking on increasing accountability for brand reputation, revenue protection, and team performance. Each step brought greater scope: more complex operations, larger teams, and higher-stakes decisions. Senior CX Manager — E-Commerce Analyze and optimize end-to-end CX processes to drive operational efficiency and scalability Own shipping and order management operations, ensuring seamless fulfillment and logistics execution Manage refund workflows with a focus on conversion recovery and product rating improvement Drive NPS, CSAT, and CVR improvements through data-informed strategy and cross-functional alignment Lead reviews publishing and moderation, managing online reputation across retail and DTC channels Oversee Klaviyo-powered customer communications, improving engagement and brand loyalty AI-Driven Innovation Championed the adoption of AI and automation tools to modernize CX operations — including bot automation for customer interaction handling, AI-assisted review moderation workflows, and intelligent routing to reduce agent handle time and improve resolution quality. Analytics & Insights Translate customer feedback, NPS scores, product ratings, and returns data into actionable insights. Use trend analysis to identify systemic issues early and design proactive strategies that improve the customer experience at scale. Tools & Project Execution Manage cross-functional initiatives using Asana, Klaviyo, and internal platforms. Build and test process proposals, track KPIs, and drive projects from scoping through implementation — including chargeback dispute management, platform migrations, and vendor negotiations. Team Development Lead with a mentorship-first approach, creating environments where team members grow into expanded roles. Invested in individual development plans, performance coaching, and building a team culture grounded in accountability and continuous improvement.