Gladys E.

As VP of Customer Onboarding & Support, I lead the strategic vision and performance of both functions across B2B and B2C channels. My goal is to ensure customers are efficiently onboarded and consistently supported to maximize their satisfaction, product/service adoption, and long-term value. My key responsibilities include: 👉 Reducing inbound volume: I design and implement global strategies, streamlined processes, self-service documentation, and AI-powered tools to significantly reduce the volume of incoming customer requests across onboarding and support. 👉 Optimizing operations: I drive consistency and efficiency by building clear, documented workflows, meeting cadences, and best practices that support scale, while maintaining the flexibility needed for each team’s specific context. 👉 Improving planning and forecasting: I’ve introduced a unified methodology for anticipating workload, forecasting demand, and proactively aligning resources to business cycles, product changes, or growth phases—improving agility and readiness. 👉 Strengthening team leadership: I coach and empower Team Leads to take ownership of performance, lead key initiatives, develop autonomy, and contribute to strategic planning. This enables them to grow as leaders and deliver more impact.

As a Change Management Consultant, I specialize in optimizing customer service operations by identifying performance gaps, creating data-driven improvement plans, and leading initiatives that drive lasting organizational change. My focus is on fostering team engagement, coaching managers, and ensuring smooth rollouts of new processes. My key tasks are: 👉 Assessment of customer service operations using a SWOT canvas to uncover performance gaps and identify opportunities for improvement. 👉 Creation of data-driven plans with Standard Operating Procedures (SOPs) to enhance efficiency and provide performance visibility. 👉 Leadership of interactive workshops to co-create solutions for operational bottlenecks and promote team engagement. 👉 Development of change management plans to support successful rollouts, skill-building initiatives, and long-term improvements. 👉 Coaching customer service managers to drive team performance, foster cross-team collaboration, and enhance leadership skills.

As a Senior Coach at Custea, I deliver impactful masterclasses and personalized coaching to empower Support and Operations Managers in scaling their functions. Through engaging training sessions, I help teams excel in customer service management, while providing tailored one-on-one coaching to optimize team organization and drive operational efficiency. My responsibilities include: 👉 Deliver masterclasses on customer service topics to Support and Operations Managers, helping them scale their teams and functions effectively. 👉 Lead interactive sessions with 10 attendees, focusing on key strategies for team optimization and operational excellence. 👉 Provide one-on-one coaching to managers, guiding them in refining team organization and scaling operations. 👉 Support managers in developing leadership skills and achieving operational goals through tailored coaching.

As a Head of Support Solutions, I am responsible for overseeing and managing all aspects of customer support within an organization. My key responsibilities include: 👉 Leading the Client Support Solutions teams, overseeing the development and execution of strategies to enhance customer support and experience across all client touchpoints. 👉 Directing the design and implementation of tailored support solutions for large enterprise clients, ensuring alignment with business objectives and customer success. 👉 Managing cross-functional teams to optimize workflows, improve operational efficiency, and deliver scalable support models. 👉 Developing and tracked KPIs to measure team performance, service quality, and customer satisfaction, driving continuous improvement. 👉 Collaborating with product and technical teams to provide feedback and influence product roadmap based on client needs and feedback.