Jaclyn Valle

Customer Support Officer @Lil' but Mighty SG

💸 Marketing💼 C-level Executive👍 Sales & BizDev🗿 HR🐦 Design🧨 Consulting🎥 EntertainmentAuthor🧮 EducationPublisherBrand Marketing ManagerContent ManagerEmail Marketing ManagerCustomer Success ManagerAccount ManagerSales ManagerTraining&Development SpecialistSoft Skills TrainerCRM manager

With over 20 years of hands-on experience in the contact center industry, I’ve journeyed from an entry-level agent to leadership roles, honing my skills in Operations Management, Customer Support, and Business Process Improvement. My background is rich with expertise in marketing and advertising, giving me a unique edge in driving customer satisfaction and sales growth. Before the pandemic, I played pivotal roles in managing operations, spearheading initiatives that enhanced production floor efficiencies within Customer Support and Sales. My strategic implementations significantly optimized customer satisfaction metrics while boosting sales performance. Currently, I’m thriving as a freelancer, focusing on database management, automations, and sales qualifying calls. My versatile skill set has also led me to excel as an account executive and project manager, where I adeptly manage client relationships and deliver successful projects.

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Work Background

Performance Publishing GroupSales and Operation Support

Mar. 2023 - Jun. 2024Texas, United StatesI am responsible for lead management, CRM maintenance, email campaign automation, landing page design, and overseeing the support mailbox. My focus is on ensuring efficient operations and streamlined communication processes.

BrandripeAccount Manager

Sep. 2021 - Oct. 2023MalaysiaIn my role as a Marketing Account Manager, I bridge client and marketing team communications, devising strategic plans and ensuring their execution aligns with client goals. I excel in proactive communication, analysis, and adaptability to deliver exceptional service and results.

VICNAExecutive Assistant to CEO - VICNA

Jul. 2022 - Mar. 2023Melbourne, Victoria, AustraliaI oversee the daily calendar for meetings and events, manage the CEO's mailbox and other general mailboxes, screen incoming phone calls for the CEO, communicate team announcements, and provide support for ongoing projects.

Titan NetworkExecutive Assistant

Jun. 2020 - May. 2022I oversee daily calendars, sending invites and tracking attendance. Additionally, I manage social media platforms, coordinate event schedules, and create the weekly digest along with announcements for seamless communication.

Blueberry Digital Labs PH Inc.Process and Production Manager

Apr. 2019 - Jul. 2021Cebu City, Cebu, PhilippinesMy role encompasses overseeing the productivity of the production floor, ensuring streamlined processes, and collaborating with the Technical team to enhance the platform. I manage daily assignments, plan production schedules, supervise junior staff, and ensure product quality with the Quality Control team.

411BPO CebuTraining Supervisor

May. 2017 - Apr. 2019Cebu City, PhilippinesI lead the training staff for the Customer Service Department, overseeing CS, QA, and Winback teams. Responsibilities include scheduling classes, managing team throughput, aligning with departmental KPIs, and supervising the Motion Graphic Team's project requests and deadlines.

Author Solutions, LLCSr. Specialist, Operations Trainer

Aug. 2009 - May. 2017Region VII - Central Visayas, PhilippinesIn overseeing training for Sales and Customer Support, I handle general and specialized classes, including Organization Development sessions. I update curricula, provide coaching, collaborate on process improvements, and facilitate calibration sessions for representatives.