Frances Joanne Palafox
Las Vegas,United States
Summary
With 15+ years of experience in Business Process Outsourcing (BPO) and tech — including roles at Twitter, Shopify, Beachbody, and Sprint — I specialize in building secure, seamless, and customer-first service ecosystems. This background gives me a unique operational lens across payments, fraud, Fairplay, and account integrity.
I currently serve as a Player Support Lead, owning end-to-end operational delivery for gaming services. I oversee both vendor and internal teams, manage KPI governance, and consistently deliver against SLA and CSAT targets. I bring hands-on expertise with CRM and SaaS platforms critical to scaled operations, including Zendesk, Salesforce, Playvox, Tableau, Vantiv, Braintree, Ekata, Bill.com, Zip, Dropbox, and fraud/chargeback protection tooling.
My work centers on operational excellence — improving workflows across payments, risk, fairness, fraud prevention, and compliance while partnering closely with Product, Legal, Accounting, and external vendors. Passionate about building repeatable systems and high-performing teams, I leverage data and operational rigor to optimize processes, elevate player satisfaction, and protect the integrity of game ecosystems. My career is defined by cross-functional collaboration, strategic problem-solving, and a commitment to continuous innovation in Player Support and Trust & Safety.
Overview
17
17
years of professional experience
Work History
Player Support Supervisor
Skillz
08.2025 - Current
- Oversee global Player Support and Trust & Safety operations, including Payments and Fairplay, driving performance accountability across vendor and internal teams.
- Own vendor tools, contracts, and third-party relationships (Zendesk, Playvox, payment processors) supporting payments, Fairplay, and escalation workflows.
- Build and optimize support processes, Trust and Safety policies, and cross-functional workflows with Product, Legal, and Accounting to ensure secure and player-friendly experiences.
- Platforms & tools: Zendesk, Playvox, Vantiv, Braintree, Ekata, Bill.com, Threatmetrix, Dropbox, Advanced Fraud Protection platforms and Zip procurement.
Vendor Operations Specialist
Skillz
05.2024 - 08.2025
- Manage vendor relationships by serving as the main contact, overseeing SLAs/KPIs, conducting business reviews, and handling contracts.
- Monitor and report performance through regular data reviews, trend analysis, and timely escalation of issues.
- Drive process improvements by updating SOPs, ensuring quality and compliance, and resolving root-cause operational problems.
- Oversee training and onboarding including knowledge transfer, updated training materials, and smooth onboarding/offboarding.
- Coordinate with stakeholders and tools by aligning with internal teams, sharing updates, managing tool access, and supporting system troubleshooting/upgrades.
Payment & Fraud Operations (Trust and Safety)
Skillz
05.2023 - 05.2024
- Reviewed and addressed payment and withdrawal requests in Zendesk, ensuring timely and accurate transactions.
- Established comprehensive chargeback quality rubric workflows to optimize collaboration and improve process consistency for both internal and outsourced teams.
- Utilized ThreatMetrix and Braintree FPA tools to address and resolve payment and withdrawal ticket inquiries in Zendesk.
- Monitored customer behavior and delivered warnings for policy infractions to foster a respectful and compliant environment.
- Streamlined risk management workflows to ensure compliance and safeguard business operations.
Team Manager & Operations Specialist
Cognizant
06.2021 - 12.2022
- Operations Leadership: Promoted to Operations Success Specialist/Team Manager for Twitter (June 2021), leading vendor teams and ensuring smooth communication of process updates.
- Training & Process Optimization: Created and enhanced training materials, improved the Suspension Appeals process, and revamped agent workflows to boost efficiency and accuracy.
- Data Analysis & Reporting: Used advanced analysis (Tableau, Sheets, dashboards) to investigate spammy scripted attacks, identify bulk-closing strategies, and analyze queue spikes for targeted solutions.
- Quality & Case Management Support: Partnered with Vendor Quality teams to resolve case inquiries, perform deep-dive backlog analysis, and validate report filters for proper case routing.
- Cross-Functional Collaboration & Tools Expertise: Worked closely with Legal and IT teams on automated templates and tool issues; proficient in JIRA, Salesforce, Tableau, Slack, Google Suite, Confluence, and more.
Team Lead
Cognizant
03.2020 - 06.2021
- Team & Operations Management: Supervised 20–25 agents across Access, Identity, and GDPR pillars, managed Safety Operations during the 2020 US Elections, and provided continuous coaching, 1:1s, and daily huddle updates.
- Data-Driven Process Improvement: Analyzed KPIs vs. SLAs for business reviews, investigated tool issues and case misroutes, and led collaborative root-cause analysis sessions to resolve operational inefficiencies.
- Tools & Professional Development: Proficient in major communication tools (Outlook, Teams, Hangouts, Slack) and trained in Six Sigma (White Belt) and leadership courses to strengthen operational effectiveness.
Team Lead
TaskUs
07.2019 - 02.2020
- Technical & Operational Support: Delivered expert technical assistance to Shopify merchants across payments, billing, coding, store setup, shipping, domains, themes, fraud/risk issues, chargebacks, and more, using tools like Zendesk, Power BI, Mode, Teleopti, Tasker, Athena, Guru, and Slack.
- Quality, Performance & Coaching: Monitored key KPIs (CSAT, AHT, ASK tags, attendance, SLOC), performed extensive QA audits, managed escalations through RCA and calibrations, and conducted 3–4 daily coaching sessions using the GROW method while addressing disciplinary and attrition risks.
- Team Leadership & Compliance: Led daily meetings and jump-offs, ensured compliance with mandated training, and maintained high operational standards across the team to optimize performance and service quality.
Team Lead
Hinduja Global Solutions Ltd
05.2015 - 06.2019
- Performance, Quality & Coaching Leadership: Delivered daily/weekly coaching sessions, conducted call audits, guided agents through PIPs, analyzed error reports, and led call calibrations to improve KPIs such as AHT, CSAT, Bottom 3 Box, and ATR.
- Customer Service & Retention Excellence: Performed service recovery, authorized courtesy credits, handled potential executive escalations, ensured database accuracy, monitored call efficiency, and developed retention strategies backed by RCA and CSAT trends.
- Operational & Tools Expertise: Utilized a wide range of systems (Citrix, Oracle, Avaya, I3 Softphone, Scorebuddy, Verint, Knowledge Base tools, MS Office, payment/tokenization tools, etc.) to audit performance, correct revenue-impacting errors, and support high service and retention standards.
Team Manager
Convergys
03.2011 - 06.2014
- Sales Team Leadership & Training: Supervised 15–20 associates, coached teams daily/weekly, regularized 150–200 sales reps over 3 years, led team huddles, enforced performance standards, and enhanced skills through ongoing product and leadership training.
- Performance Management & Reporting: Tracked sales trends, monitored attendance, prepared detailed performance reports for clients and management, and used Excel to process daily–yearly sales and KPI data.
- Sales Execution & Strategy: Closed an average of 40,500 sales calls per quarter, consistently met/exceeded targets, and contributed to strategy development by analyzing sales data and identifying growth opportunities.
Sales Coach
Convergys
01.2010 - 03.2011
- Sales Team Leadership & Training: Supervised 15–20 associates, coached teams daily/weekly, regularized 150–200 sales reps over 3 years, led team huddles, enforced performance standards, and enhanced skills through ongoing product and leadership training.
- Performance Management & Reporting: Tracked sales trends, monitored attendance, prepared detailed performance reports for clients and management, and used Excel to process daily–yearly sales and KPI data.
- Sales Execution & Strategy: Closed an average of 40,500 sales calls per quarter, consistently met/exceeded targets, and contributed to strategy development by analyzing sales data and identifying growth opportunities.
Customer Service Representative
Convergys
08.2008 - 01.2010
- Sales Team Leadership & Training: Supervised 15–20 associates, coached teams daily/weekly, regularized 150–200 sales reps over 3 years, led team huddles, enforced performance standards, and enhanced skills through ongoing product and leadership training.
- Performance Management & Reporting: Tracked sales trends, monitored attendance, prepared detailed performance reports for clients and management, and used Excel to process daily–yearly sales and KPI data.
- Sales Execution & Strategy: Closed an average of 40,500 sales calls per quarter, consistently met/exceeded targets, and contributed to strategy development by analyzing sales data and identifying growth opportunities.
Education
Bachelor of Science - BS - Cell Biology and Anatomy
University of the Philippines Los Baños
High School - undefined
Colegio San Agustin-Binan
Skills
Core Competencies
- Vendor & Stakeholder Management
- BPO Operations & Performance Governance
- KPI Tracking & Reporting (CSAT, SLA, AHT, QA)
- Process Optimization & Standardization
- Training & Knowledge Management
- Root Cause Analysis & SMART Coaching
- Compliance, Audit, & Risk Mitigation
- CRM & SaaS Tools Administration & Optimization
Tools & Systems
- CRM / CX Platforms: Zendesk, Service Cloud (Salesforce), JIRA
- QA & Workforce Management: Playvox
- Analytics & Reporting: Tableau, Google Sheets, Google Forms
- Payments: Vantiv, Braintree, PayPal, Billcom, Zip
- Risk & Verification: Geocomply
- Productivity Suites: Google Workspace (Docs, Sheets, Slides, Forms), Microsoft Office
Honors-Awards
Team Manager - Top Supervisor Award (Quarter 2), Top Team Leader and Top Team Awards, Top Team Leader (Month/Quarter)
Timeline
Player Support Supervisor
Skillz
08.2025 - Current
Vendor Operations Specialist
Skillz
05.2024 - 08.2025
Payment & Fraud Operations (Trust and Safety)
Skillz
05.2023 - 05.2024
Team Manager & Operations Specialist
Cognizant
06.2021 - 12.2022
Team Lead
Cognizant
03.2020 - 06.2021
Team Lead
TaskUs
07.2019 - 02.2020
Team Lead
Hinduja Global Solutions Ltd
05.2015 - 06.2019
Team Manager
Convergys
03.2011 - 06.2014
Sales Coach
Convergys
01.2010 - 03.2011
Customer Service Representative
Convergys
08.2008 - 01.2010
High School - undefined
Colegio San Agustin-Binan
Bachelor of Science - BS - Cell Biology and Anatomy
University of the Philippines Los Baños