Ludwig R.
Mid-Level Customer Experience Supervisor
Open to offersNew to PlatformAbout
Ludwig M. is a seasoned Customer Experience and Quality Assurance professional with over 15 years in operations leadership, primarily within telecommunications, technology, fintech, and automotive industries. Having managed CX and quality teams at firms such as Afni Philippines, TeleTech, and Chase Card Services, Ludwig M. has overseen omnichannel support operations—including phone, chat, email, and social—delivering high-quality service for clients like Verizon, DoorDash, and AAPT/iiNet. His track record includes supervising real-time team performance, implementing process improvements, and providing deep performance analytics such as CSAT, NPS, and trend reporting. Ludwig M. has also contributed to cross-functional initiatives in quality assurance, client data interpretation, and actionable team coaching, leveraging his extensive experience to drive customer satisfaction and operational excellence.
Experience
CX Supervisor Apprentice
Afni Philippines · 2024 — 2025Oversaw the daily functioning of the CX team, facilitating efficient customer interactions and ensuring high-quality service delivery. Provided supervision and coaching to CX Analysts across various support channels, including phone, chat, email, and social media. Monitored KPIs such as CSAT, NPS, and resolution time, offering feedback to improve team performance. Managed escalations while contributing to customer-first initiative development. Aided in training, quality assurance, and customer insights reporting.CX Lead
Afni Philippines · 2022 — 2024Directed customer experience strategies across all interaction points. Analyzed customer data to enhance both service design and its delivery. Collaborated with operations and training teams to improve user experience. Advocated for process enhancements and tracked performance metrics closely.Operations Supervisor
TeleTech Customer Management Inc. · 2021 — 2022Managed team performance in real time, providing reporting on operational advancements. Assessed team KPIs while offering continuous coaching and conducting performance reviews. Worked with management to enhance workflows and address issue resolution effectively.Quality Specialist
TeleTech Customer Management Inc. · 2021 — 2021Executed quality evaluations for calls, chats, and emails. Conducted case reviews based on client requests to ensure service standards.Intern QA Team Lead
TeleTech Customer Management Inc. · 2021 — 2021Oversaw a team of Quality Specialists, providing guidance and support. Offered actionable insights aimed at driving continuous improvements in processes.Quality Specialist
TeleTech Customer Management Inc. · 2020 — 2021Conducted reviews of omnichannel interactions while supporting data scrubbing processes.Customer Experience Representative
Chorus · 2016 — 2020Assessed transactions and facilitated bi-weekly calibration sessions. Prepared daily and monthly performance reporting.Customer Experience Representative
Aussie Home Loans · 2014 — 2015Reviewed incoming calls while facilitating weekly quality calibration sessions.Outbound Customer Service Representative (Project-based)
Spark · 2014 — 2014Supported customers by assisting with configuring Yahoo email accounts through outbound calls.Senior Specialist, Quality Assurance
AAPT/iiNet · 2010 — 2013Generated analyses of NPS, FCR, and trends to aid in leadership decision-making. Managed callback tracking in addition to insights reporting.Quality Specialist
AAPT-Greenfields · 2008 — 2010Evaluated technical and customer service calls while implementing QA guidelines. Coordinated with teams based in Sydney to ensure quality alignment.Quality Specialist – Validation
Chase Card Services · 2007 — 2008Validated systems and scripts relevant to global credit card operations. Collaborated with teams in the U.S. and Argentina for troubleshooting of systems.Sales Verification Analyst
Chase Card Services · 2007 — 2007Monitored sales activities, provided coaching support, and ensured compliance with standards.Customer Service Representative
Chase Card Services · 2006 — 2007Managed credit card applications and responded to customer inquiries while offering customized upsell solutions.Marketing Professional
Toyota Shaw-Ortigas · 2005 — 2005Delivered presentations to clients and followed up regarding post-sales service. Offered comprehensive support for vehicle purchases.
Skills & Expertise
Education
- Bachelor of Science in Civil EngineeringAlejandro Colleges · — — 2005
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