aleuimas
Customer Success & Customer Operations Leader | Cx Transformation | Ai Enabled Support Operations
Customer operations leader with 20+ years of experience building and scaling customer-facing teams across technology, fintech, travel, and banking environments. My experience has centred on high-growth, high-volume support operations where strong process, clear escalation paths, and customer insight directly shaped better customer outcomes.
Experience: 11 years
Yearly salary: $130,000
Hourly rate: $70
Nationality: 🇦🇺 Australia
Residency: 🇦🇺 Australia
Experience
Customer Support Manager
Dapper Labs 2021 - 2026
Built and scaled customer support operations during a period of hyper-growth across NBA Top Shot and additional digital collectible platforms including NFL, UFC, La Liga, and Disney. Key Contributions include leading hiring and operational scaling efforts, reducing customer response times, building knowledge management systems, improving CSAT, partnering with teams for product readiness, and leading live operations initiatives.
Community Manager - Marketing
Egencia (Expedia Group) 2017 - 2021
Initially hired as a Senior Travel Consultant and 2IC, supporting enterprise and corporate travel customers. Transitioned into Community Management where I helped build and scale the Egencia Connect Community. Key Contributions include developing onboarding programs, leading customer engagement initiatives, collaborating with marketing, and supporting enterprise customers during travel disruptions.
Group Travel Specialist
Flight Centre Travel Group 2013 - 2017
Managed complex travel operations for corporate and leisure groups, coordinating high-volume customer requirements while improving operational efficiency and customer satisfaction.
Assistant Manager, Relationship Banking
ANZ (Australia and New Zealand Banking Group) 2011 - 2013
Supported relationship management and lending operations for corporate clients with lending facilities up to $5 million. Managed client relationships and operational reporting.
Branch Manager
Commonwealth Bank 2006 - 2011
Managed branch operations and teams, overseeing customer experience, compliance, operational performance, and sales growth initiatives.
Skills
operations
project-manager
customer-support
english