Cristina Baluyut

Versatile leader with 10+ years of experience across DTC operations, financial risk mitigation, and customer success. Proven track record of protecting revenue and streamlining logistics in high-growth, remote environments. I combine a CEO mindset with technical expertise to scale brands and ensure long-term retention.

Customer Success & Support Executive - Freelance

(2022-09)

• Omnichannel Engagement: Delivered high-quality, brand-aligned support across email, live chat, phone, and social media, maintaining high CSAT (Customer Satisfaction) scores in a high-volume environment.
• DTC Operations & Fulfillment: Managed the end-to-end lifecycle of Direct-to-Consumer orders, collaborating directly with warehouse teams to streamline fulfillment, modifications, and cancellations.
• Logistics & Retention: Spearheaded "Where Is My Order" (WISMO) resolution strategies, proactively tracking shipments and providing transparent updates to reduce customer friction during transit delays.
• Financial Integrity & Dispute Resolution: Independently authorized refunds, store credits, and exchanges while strictly adhering to company policy and balancing customer satisfaction with bottom-line protection.
• Revenue Protection (Chargebacks): Mitigated financial loss by investigating disputed transactions and compiling comprehensive evidence (proof of delivery and correspondence) to successfully resolve credit card chargebacks.
• Cross-Functional Advocacy: Acted as a strategic liaison between customers and internal teams (Marketing, Logistics, Product) to identify recurring pain points and implement process improvements.

Customer Success Manager - LTVplus - Remote

(2021-11 - 2022-10)

• Monitored customer interactions to identify trends and opportunities, increasing client engagement and fostering long-term retention through tailored support.
• Facilitated seamless onboarding processes to accelerate customer adoption, resulting in improved satisfaction and decreased time-to-value for new clients.
• Resolved escalated client concerns promptly, enhancing overall service reliability and strengthening customer confidence in support operations.
• Coordinated proactive communication strategies that enhanced customer trust and improved renewal rates through consistent value delivery and relationship building.
• Developed customized success plans that aligned client goals with platform capabilities, resulting in increased product utilization and enhanced customer satisfaction.
• Assisted clients in navigating product features to enhance usability, leading to improved customer satisfaction and reduced support inquiries.

Senior Team Lead - LTVplus - Remote

(2021-09 - 2021-10)

• Directed cross-functional teams to align project objectives with business goals, improving overall delivery efficiency and stakeholder satisfaction.
• Established quality assurance protocols that enhanced product reliability and ensured compliance with industry standards.
• Coordinated customer feedback integration into development cycles, increasing user engagement and product relevance.
• Prioritized resource allocation to optimize team productivity and reduce bottlenecks in critical project phases.
• Defined strategic roadmaps that supported scalable growth and strengthened competitive positioning in the market.

Team Lead - LTVplus - Remote

(2019-12 - 2021-09)

• Directed cross-functional teams to ensure timely project delivery, improving overall team productivity and client satisfaction.
• Established quality assurance protocols that enhanced compliance and minimized operational risks across all project phases.
• Coordinated stakeholder communications to align project objectives with business goals, ensuring clear expectations and stakeholder engagement.
• Optimized resource allocation and workflow processes to increase team efficiency and reduce project turnaround times.
• Developed strategic roadmaps that guided technical execution and supported long-term organizational growth.

Customer Service Specialist - LTVplus - Remote

(2019-07 - 2019-12)

• Directed cross-functional teams to ensure timely project delivery, improving overall team productivity and client satisfaction.
• Established quality assurance protocols that enhanced compliance and minimized operational risks across all project phases.
• Coordinated stakeholder communications to align project objectives with business goals, ensuring clear expectations and stakeholder engagement.
• Optimized resource allocation and workflow processes to increase team efficiency and reduce project turnaround times.
• Developed strategic roadmaps that guided technical execution and supported long-term organizational growth.

Financial Advisor - Philam Life

(2013-02 - 2019-02)

• Develop personalized investment strategies that align with clients' financial goals, resulting in improved portfolio diversification and long-term wealth growth.
• Conduct comprehensive risk assessments to recommend suitable financial products, ensuring compliance with regulatory standards and protecting client assets.
• Analyze market trends and economic data to provide timely advice, enhancing clients' ability to respond effectively to changing financial conditions.
• Facilitate clear communication of complex financial concepts, improving client understanding and fostering stronger advisory relationships.
• Monitor client portfolios regularly to identify opportunities for rebalancing, increasing investment performance and maintaining alignment with objectives.

Small Business Owner - Caress Day Spa & Care Essentials

(2010-01 - 2015-09)

Customer Service Specialist - Eperformax Contact Centers & BPO

(2005-06 - 2006-07)