Reuben Magbanua

Sr Manager, Customer Service @Lifestyle Solutions

San Francisco County, CA, US

Customer Experience and Operations leader with 15+ years of experience building, scaling, and driving efficiencies to global customer care organizations. Proven track record of using data, AI, and automation to improve customer and agent experience while driving measurable gains in KPIs (CSAT, resolution rate, QA, ASA, and cost optimization). Known as a hands-on builder who partners cross-functionally to translate customer insights into product, process, and policy improvements. Deep expertise in omnichannel support, CRM transformation, BPO/vendor management, and performance management.Manage a global team of onshore and offshore Customer Support Specialists, driving effective inquiry resolution and customer satisfaction across DTC and reseller channels.Updated the CX tech stack, implementing best-in-class CRM, QA, Training, AI, and CSAT platforms, resulting in higher customer satisfaction and measurable cost savings.Led migration from Gladly CRM and NetSuite to Kustomer, significantly improving data accuracy and reporting visibility resulting in improved KPIs (+72% resolution rate, 97% reduction in Average Speed of Answer, 35% CSAT improvement (3.43 → 4.64 within 6 months).Launched and scaled Kustomer AI for customers and agents, resolving 36% of non-complex Tier 1 contacts, increasing self-service adoption, and reducing cost per contact while enabling agents to focus on higher-value work.Designed and standardized workflows and playbooks to ensure consistent quality and faster resolution across all channels.Adopted a new QA platform that improves real-time monitoring, increasing feedback, helping identify knowledge gaps and areas for agent improvement.Defined and reviewed KPIs through weekly executive business reviews, translating insights into actionable operational and CX improvements.Partner cross-functionally with Marketing, Sales, Finance, Product, Fulfillment, and Logistics to resolve experience gaps and improve end-to-end customer journeys.