Thi Vo

Passionate customer experience and service leader with 15+ years managing CX support teams and outsourcing across the U.S., LATAM, EMEA, and APAC. I’ve led global programs with 6,000+ FTEs, improved SLAs by double digits in under 90 days, and scaled support operations during periods of rapid growth. Known for servant leadership and strong vendor partnerships, I focus on performance accountability, team development, and delivering consistent customer outcomes. My background spans fintech, SaaS, and enterprise platforms—Apple, Cash App, Canva, EA, and BILL—where I’ve driven measurable improvements in CSAT, resolution rates, and compliance. Lean Six Sigma certified. I operate at the intersection of customer service leadership, operations, and vendor strategy. •15+ years leading global support and BPO teams •Track record of driving CSAT, SLA, and cost-efficiency •Experience managing 300+ agents across multiple geos •Vendor selection, onboarding, and performance management •Strong in tools: Assembled, Looker, Tableau, Zendesk, Salesforce, Jira Let’s connect.