Hoa Mai

I am a Customer Experience and Operations professional with over 10 years of experience, specializing in building high-performing customer service systems and optimizing end-to-end customer journeys. My core expertise lies in Customer Support management, SLA design and enforcement, and process optimization. I have successfully built and led Customer Service teams, implemented performance frameworks, and improved key metrics such as response time, resolution rate, customer satisfaction (CSAT), and retention. I am highly skilled in analyzing customer pain points, identifying operational bottlenecks, and designing scalable workflows that enhance both efficiency and customer experience. From setting up SOPs and QA processes to training teams and aligning cross-functional departments, I focus on delivering consistent, measurable improvements. I am currently seeking remote or online roles as a Customer Experience Manager, Customer Support Lead, or CX Operations Specialist, where I can help businesses build reliable service systems, optimize SLAs, and create meaningful customer relationships at scale. If you're looking for someone who can turn customer service into a competitive advantage, I would be excited to connect.