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Fiverr Pro
Italiano
$
USD
Fred W
@tinandlou
Operations Leader
Stati Uniti
Inglese
Chi sono
I am an operations leader who builds with AI. For more than 15 years I have taken undefined, messy work and built the operating systems that make it run: the governance, the process, the automation, and the reporting. I have led global streaming platforms and customer experience teams, using generative AI to cut content production cycles by 30% and protecting millions in recurring revenue through operational excellence.
Competenze
Fred W
offline •
Consulta i miei servizi
Gestione progetti
I will set up your asana, clickup, or airtable workflow and dashboard
Pianificazione e impostazione
I will organize your customer support inbox with routing, macros, and sops
Esperienza lavorativa
Crunchyroll
Full time • 5 yrs 10 mos
Senior Manager, Operational Excellence and Internal Communications
Mar 2025 - Present • 1 yr 7 mos
Led operational excellence and enterprise governance across a global organization of 3,000+ employees. Built an enterprise governance framework that lowered overdue delivery from 50% to under 20%. Developed an automated email triage system clearing 10,000+ messages and applied generative AI (Claude, ChatGPT) to reduce content cycle time by 30%. Managed vendor relationships and authored executive change management messaging.
Senior Manager, Process Improvement
Jun 2022 - Feb 2025 • 2 yrs 8 mos
Responsible for leading the development of CX processes and service redundancy. Developed a post-migration model that decreased ticket volume by 20%. Conducted ticket and operations analysis that prevented the loss of 50,000 users and protected $400,000 in monthly recurring revenue. Optimized agent efficiency through runbook documentation and internal tool management.
Global Customer Experience Manager
Oct 2020 - May 2022 • 1 yr 7 mos
Oversaw global day-to-day CX operations and department performance goals. Implemented the ClickUp platform, reducing issue resolution time from 10 days to 5 days. Led projects resulting in a 35.8% reduction in service errors and a 75% decrease in satisfaction barriers. Maintained an A+ BBB rating and reconfigured escalation processes to decrease queue volume by 20%.
