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Work Background
SiteminderTeam Lead, Customer Success
Oct. 2024Philippines, Makati CityResults-driven Customer Success Team Lead with a proven track record of driving customer satisfaction, retention, and revenue growth. Adept at leading high-performing teams, optimizing customer success strategies, and fostering long-term client relationships. Passionate about delivering exceptional customer experiences through proactive engagement, data-driven insights, and cross-functional collaboration.
StoreHubAccount Management Team Lead
Aug. 2023 - Sep. 2024Makati, National Capital Region, Philippines
StoreHubCustomer Onboarding Team Lead
Jan. 2023 - Dec. 2023Makati, National Capital Region, Philippines
StoreHubCustomer Onboarding Manager
Oct. 2022 - Jan. 2023Makati, National Capital Region, Philippines
SafetyCultureCustomer Success Manager II
Oct. 2021 - Sep. 2022Makati, National Capital Region, Philippines- Manages a portfolio of 50+ clients/accounts (multi-industry) between small and mid-market and major businesses.
- Primarily responsible for driving monthly active usage, account health & growth with clients/accounts
- Provides account-specific onboarding, training, implementation, general support & account management for portfolio clients/accounts.
- Provides use case-specific consulting to project stakeholders by understanding business pain points and process obstacles.
- Provides project management expertise and change management support for clients/accounts
- Provides regular business reviews focusing on account health, product roadmap realization, adoption & planning.
- Part of a TechTouch support model that aims to maintain account management presence for self-serve clients/accounts.
- Takes part of regional bootcamps and webinar events.
- Supports renewal campaigns for both portfolio-managed accounts and self-serve.
- Initiates team-based improvement activities (account management scenarios) such as buddy-system, skills transfer, mock meetings & etc.
- Takes part in mentorship activities.
SafetyCultureCustomer Success Manager I
Nov. 2019 - Sep. 2021Makati, National Capital Region, PhilippinesHand in hand coordination with small & mid-market organizations to build a level of trust in product implementation. As a Success Manager, I work towards a successful transition, adoption, change management, and account management between my organization and our business clients.
SafetyCultureCustomer Onboarding Specialist
Mar. 2018 - Nov. 2019Makati, National Capital Region, Philippines• Primary customer on-boarding point of contact - setup and account management. • Ability to problem solve and build the highest quality templates for customers. Forms come from various industries and use cases including construction site safety checklists, hotel room inspections, restaurant health checks etc.
• Respond to customer inquiries and educate them on product features and how to use their digital templates (via Outbound calling and E-mail).
• Research and identify opportunities with the goal of increasing the company’s revenue and paid user growth. • Assist the Customer Success teams by handling additional and existing customer leads.
• Assist the Customer Support teams to manage customer enquiries related to template creation and basic account management and maintenance. • Mentor and train new team members when necessary.
• We understand customer's audit process and make it better.
UberCommunity Operations Specialist/Shift Lead
Jan. 2017 - Dec. 2017Manila, Philippines• Drive accountability on policies, house rules and other guidelines: Reinforcing compliance to company policies such as house rules, attendance policy and PIP guidelines. Ensuring that the team do the right thing each time even if it means doing the difficult things.
TelstraComplaints Case Manager
Jul. 2014 - Jan. 2017Manila, Philippines• Effective and timely resolution of complaints at productivity levels defined in the scorecard
• Quality of resolution to ensure complaints are not escalated or reopened
• TIO AI requests are actioned in a timely manner
• Contribute to the strategic and episode NPS targets
• Achieve customer service targets using standard company procedures.
• Explore and resolve customer complaints that are identified in accordance with standard procedures.
• Identify provisioning difficulties and facilitate proposed resolution with the customer in accordance with national procedures and action using core systems and processes.
• Issue/activate work orders by the accurate entry of customer information into core Telstra system/s and by following established work instructions.
• Escalate customer complaints requiring non-standard variations for approval
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