Margaret Harumi Yahata Gonzales

MARGARET HARUMI YAHATA GONZALES Customer Success Operations Manager | Process, Tools & Scalable Support Systems linkedin.com/in/margaret-yahata-gonzales Customer Success & Operations professional with 10+ years of experience building scalable support systems, optimizing workflows and improving visibility across customer operations. Specializes in process documentation, escalation management, cross-functional coordination and CS tooling. Known for reducing operational friction, enabling proactive customer engagement and helping teams deliver consistent support. EXPERIENCE Penbrothers International Jul 2025 - Present Tutero Pty Ltd Apr 2023 - Jul 2025 Greenpark Content Sep 2022 - Feb 2023 Digital Spotlight Oct 2018 - Sep 2022 Manager - Customer Success Operations Designed, documented and maintained customer success workflows covering escalations, follow-ups and issue resolution. Oversaw operational delivery across customer success, data, project coordination and collections functions, coordinating work across relevant roles. Served as a primary escalation point for Customer Success operations, ensuring timely resolution and consistent follow-through. Owned CS Operations documentation, playbooks and templates to ensure consistency in customer engagement and service delivery. Monitored CS Operations metrics to identify risks, trends, and opportunities for proactive action. Managed and optimized CS tools including ticketing systems to improve visibility and operational efficiency. Collaborated cross-functionally with Sales, HR, Finance and Operations to align customer support with organizational goals. Generated performance and process reports to support leadership decision-making and continuous process improvement. Head of Customer Success Built and refined customer success processes to support lesson delivery, customer inquiries, and issue resolution across a remote team. Designed and maintained self-serve support resources, including a parent education site and video tutorials, to reduce inbound inquiries and improve onboarding consistency. Standardized escalation and follow-up workflows to reduce delays and ensure consistent handling of customer concerns. Created internal guidelines and documentation to support onboarding, training and quality assurance. Partnered with Sales and Leadership to align customer experience with capacity and operational constraints. Reviewed engagement patterns and customer feedback to inform process improvements and service adjustments. Senior Account Director Managed operational delivery for multiple client accounts, ensuring timelines, scope and quality standards were met. Acted as coordination point between clients and internal teams to resolve issues and maintain alignment. Oversaw reporting and client communication to support transparency and long-term engagement. Assistant Department Head - Account Management Owned quality assurance processes across account management, ensuring consistency, accuracy and adherence to service standards. Conducted regular quality reviews and provided feedback to improve delivery and client-facing communication. Managed a select portfolio of high-value client accounts, serving as senior point of contact for complex or high-risk engagements. Oversaw account workflows and resource allocation to maintain service quality across multiple client portfolios. Developed internal processes and documentation to improve efficiency and consistency. Supported leadership through reporting, coordination and operational planning. Account Manager Digital Spotlight May 2013 - Oct 2018 Managed day-to-day execution of client accounts, ensuring timelines, scope and deliverables were met. Acted as primary coordination point between clients and internal teams. Supported client communication, reporting and issue resolution. Freelance Writer and Content Editor Various Clients- Delivered client- facing content and managed deadlines across multiple projects. Supported content quality, clarity and SEO requirements in collaboration with stakeholders. EDUCATION Philippine Women’s University Bachelor of Science - Business Administration, Management and Operations (ETEEAP Program) Aug 2022 - Jul 2023 De La Salle University Manila Bachelor of Arts - International Studies (Japan) - CERTIFICATION Advanced Innovation Group (2025) Lean Six Sigma - White Belt Civil Service Commission of The Philippines Civil Service - Professional Eligibility SKILLS Customer Success Operations Customer Success Operations & Workflow Design Escalation Management & Resolution Frameworks Client Lifecycle & Engagement Support SOP, Playbook & Process Documentation Data, Quality & Reporting CS Metrics & Reporting Quality Assurance Risk Identification & Trend Analysis Cross-Functional Execution Cross-Functional Coordination Stakeholder Communication & Alignment Remote Team Enablement Tools & Technology CRM & Customer Support Platforms Knowledge Base & Documentation Systems Google Workspace Notion Canva Applied AI ChatGPT Gemini Zapier AI-assisted documentation & process mapping AI-supported reporting & insight synthesis