Kristine R.
Senior Customer Success and Operations Professional
Open to offersNew to PlatformAbout
Kristine R. is a seasoned Customer Support and Operations Professional with nine years of comprehensive experience across the SaaS, ecommerce, fintech, healthcare, and retail industries. Her expertise lies in delivering superior customer experiences through diverse channels including email, live chat, and social media. Proficient in managing essential functions like account management, customer onboarding, billing, subscriptions, and order management, she has excelled in issue resolution using CRM and ticketing systems. Having worked at top companies such as Fusion Markets, Clarity MD, Safeway Philtech, Smobble, and Shopee Philippines, Kristine has demonstrated her ability to handle high volumes of customer inquiries, both in high-pressure remote settings and fast-paced environments. Her technical know-how extends to platforms like Salesforce, Shopify, and ZohoDesk, reinforcing her capability to maintain operational accuracy and enhance customer satisfaction.
Experience
Client Success Manager
Fusion Markets · 2025 — 2026Managed customer inquiries through Freshdesk and Freshchat in a high-volume fintech environment. Addressed account access, deposits, withdrawals, identity verification, and onboarding concerns. Conducted KYC and EDD verification, ensuring compliance with account activation standards. Provided guidance through one-on-one Zoom sessions regarding platform navigation and troubleshooting. Investigated issues and coordinated with internal teams for timely resolution. Escalated complex cases related to finance and compliance to appropriate departments. Maintained accurate documentation of cases and customer feedback to support process improvements.Email Support Specialist
Clarity MD · 2024 — 2025Resolved customer tickets using Commslayer in a fast-paced ecommerce support setting. Managed customer inquiries related to orders, billing, subscriptions, refunds, and reshipments via Shopify. Handled subscription lifecycle processes with Loop and Checkout Champ, including updates and cancellations. Collaborated with fulfillment and logistics teams to track orders and address delivery issues. Escalated cases that required investigation or cross-functional resolution. Ensured clear, empathetic communication with customers, maintaining accurate records and documentation.Service Desk - Email Support Representative
Safeway Philtech, Inc. · 2021 — 2024Supported customer emails for a high-volume ecommerce retail account, addressing inquiries regarding orders, tracking, refunds, replacements, and delivery issues. Provided technical support for website and mobile app concerns. Managed customer complaints from various channels and ensured proper documentation and resolution. Assisted with pharmacy-related inquiries, including vaccination scheduling and service support. Expanded capabilities to chat and voice support based on business demand. Acted as Subject Matter Expert for escalations and process guidance while coordinating with internal teams for complex case resolutions.Customer Success & Operations Specialist
Smobble · 2019 — 2021Managed daily customer tickets using ZohoDesk, supporting SaaS users with billing, subscriptions, and troubleshooting. Delivered customer onboarding and product education through Zoom, guiding users in CRM and funnel-based platform usage. Oversaw full subscription lifecycle management using Stripe and ClickFunnels, including renewals and refunds. Created and maintained billing records aligned with client requirements, producing weekly reports for leadership review. Engaged with customers through community management on Facebook, responding to inquiries and facilitating live virtual events.Operations Specialist
Shopee Philippines, Inc. · 2017 — 2019Handled customer cases via Salesforce, managing concerns related to orders, refunds, and account issues in a high-volume ecommerce environment. Provided support across social media platforms such as Facebook, Instagram, and X (Twitter). Managed escalations involving customers and sellers, ensuring effective resolution. Responded to app reviews and customer feedback while maintaining documentation and adhering to service quality standards.
Skills & Expertise
Education
- Bachelor of Arts in PsychologyCAP College Foundation, Inc. · 2019 — 2023