John Lmond Ledesma

I help SaaS and service-based businesses deliver consistent, high-quality customer support by combining frontline customer service with quality assurance and process improvement.

With 10+ years of experience, including B2B SaaS support at TestRail and QA work for Priceline.com (travel company), I understand both sides of support operations—handling customers directly and ensuring agents, processes, and systems meet quality standards.

What I bring to your team:

• Customer support for B2B and subscription-based businesses
• Billing, quotes, invoices, and payment follow-ups using Stripe
• CRM and ticket management (Zendesk, HubSpot, HelpSpot)
• Quality assurance: call monitoring, evaluations, and reporting (Verint)
• Agent coaching and performance feedback
• Cross-team coordination with technical and product teams

I’m process-driven, detail-oriented, and comfortable working with minimal supervision. My goal is to not only resolve customer issues but also identify patterns, improve workflows, and raise overall support quality.

• Quote generation and invoice management using Stripe
• Payment follow-ups and billing issue resolution
• Customer-facing communication with a focus on accuracy and retention
• Cross-team coordination with technical teams for issue resolution
• Ticket handling and workflow management using:
• Zendesk
• HubSpot
• HelpSpot
• Maintaining clean customer records and accurate case histories
• Prioritization and escalation of technical and billing issues
• Zoom-based client meetings and follow-ups
• Internal collaboration via Slack and Microsoft Teams
• Clear documentation and handoff between support and technical teams
• Call monitoring and evaluation using Verint
• Agent performance reporting and insights
• One-on-one coaching to improve service quality and compliance
• Use of enterprise tools: Oracle, Firecastle, Okta