The resume says what I did. This is how it connects.
Three chapters. Frontline customer experience, then B2B SaaS, then an HR internship that ran alongside everything else.
Spotify
My first major professional chapter was frontline customer experience.
I supported Spotify users, artists, and creators across account, subscription, and platform questions, while completing my Psychology degree.
The role didn't stay frontline. It kept widening: from the customer in front of me, to the process behind the answer, to the system the team worked in, to the organization that hired and trained the team.
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CustomerFrontline support for Spotify users, artists, and creators: account, subscription, and platform inquiries.
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ProcessKnowledge Management for the Manila site. SOP and knowledge-base optimization in Guru, covering:
- Fraud scenarios
- Politically sensitive interactions
- Escalation handling
- Expected next steps for frontline teams
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SystemHelped pilot and launch Spotify's native support CRM, developed in partnership with LivePerson. Evaluated new workflows and knowledge resources before rollout.
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OrganizationRepresented the Manila site in validating new processes, workflows, and tools with client stakeholders. Primary recruitment contributor for Spotify Wrapped 2025 campaign-based hiring.
The work changed.
From frontline customer experience into B2B SaaS.
At Spotify the customer was a person with a question. At ClickUp the customer is often a team, an account, and a commercial relationship at the same time.
The job is to understand all three, and get the right people involved when one conversation touches more than one of them.
- 10–15 / day
- 4
- ~US$5K
- SMB + Ent.
- Account management
- Customer relationships
- Commercial qualification
- Escalation ownership
- Billing
- Adoption
- Cross-functional coordination
- AI / workflows
Some customer problems aren't really “support” problems.
When an account-management escalation touches several teams, someone has to keep the customer-facing thread together.
I own account-management escalations: I keep the customer-facing thread, connect the right internal stakeholders, and keep follow-through moving. I don't own technical escalations.
- Sales
- Customer Success
- TAM
- Billing
- Finance
- Deal Desk
- Legal
- Marketing
I own account-management escalations.
Before a question becomes a problem.
Especially across emerging markets, where local banking or regulatory constraints can make simple things less simple.
Not every customer signal is an opportunity.
But some are.
I identify commercial signals in everyday customer conversations, then decide whether they belong with Sales. That means weighing business need, projected opportunity value, existing Sales engagement, and account context.
Sometimes an opportunity is already in motion with Sales, and the useful thing is connecting new customer-side information to it.
A guide, not a hard rule. Some legitimate opportunities sit below it. Some sit well above it.
Customer conversation
Usually a product or account question.
Business need
What the customer is actually trying to do.
Commercial signal
Growth, scope, or intent that goes beyond the question.
Context
Account history and existing Sales engagement.
Qualification
Projected value, fit, and whether AE involvement is warranted.
Sales
A handoff with context, or new information added to an opportunity already in motion.
Back to Sutherland, on the other side.
My Psychology degree required an HR internship. I did it on-site at Sutherland, on recruitment and talent work, while working full-time graveyard shifts and carrying a full course load.
- AI Fluency Anthropic · 2026
- Project Management Google × Coursera · 2025
- Salesforce
- ClickUp
- Zendesk
- Iterable
- Guru
- APAC
- EMEA
- LATAM
- AMER