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Work Background
ClickUpDigital Adoption Specialist
Nov. 2023Manila, National Capital Region, PhilippinesAs a Digital Adoption Specialist, I help increase the adoption of the ClickUp platform within various organizations by providing Workspace setup and workflow recommendations. This, in turn, secures the monthly and annual revenue of the business.
I collaborated with a colleague to design the blueprint of the new hire onboarding program, tailored specifically to our line of business, ensuring the success of the new hires in our role.
As a Subject Matter Expert, I conduct shadow and reverse shadow sessions to ensure newly hired team members pick-up best practices in handling our meetings.
Boost360Project Manager
Aug. 2023 - Dec. 2023As the internal Project Manager, I supported the business partners with administrative tasks, including project documentation, organization, and management.
As part of managing the operations of the business, I measured and forecasted team capacity and managed workload across multiple clients and projects.
CleengCustomer Success Team Lead
Aug. 2021 - Jun. 2023Within my first 6 months as a Team Lead, I launched a major Key Performance Indicator to improve team productivity, in line with industry standards. I improved the Quality Assurance auditing and coaching, eventually delegating the task to a designated Quality Analyst in the team. I lead the overhaul of over 7 broadcaster help centers, improving the readability and overall end-user experience. I monitored the daily performance of individual team members, providing coaching and feedback on a weekly basis. During my tenure, I trained and mentored high-performing team members, promoting 4 of them to key operational roles. I conducted a competitive analysis to research the most ideal workforce management tool for the team, reducing workforce planning and management from 2 hours daily to 30 minutes weekly. I assisted with scaling the employee onboarding experience by creating performance checkpoints prior to regularization to ensure new hires are hitting target metrics. I analyzed historical performance data to understand operations gaps and opportunities, then propose action plans.
> After the handover of 10k backlog tickets from a newly onboarded client, I led the planning and my team was able to clear out all backlogs within 2 weeks.
> Prior to the start of the peak season, I led the onboarding and training of my team with minimal resources, and successfully revamped existing end-user resources to promote customer-friendly terminologies.
> During peak season of several sport broadcasters, we restructured the reporting by narrating the customer journey to ensure that it aligns with the data we're able to gather based on tickets/chats we received. In turn, this allowed significant improvements to the website and app interface, improving the customer experience. I worked with the Director of Operations to develop and monitor quarterly objectives and key results, in line with the business goals of the company.
CleengCustomer Success Specialist
Feb. 2019 - Jul. 2021Support broadcasters and viewers via email and chat using Zendesk to ensure success in
using Cleeng and other available platforms
Manage user accounts by resetting passwords, updating email addresses, or deleting
accounts
Manage customer payments by processing refunds, adjusting renewal dates (if necessary),
or upgrading/downgrading subscriptions
Notate and send the minutes of the weekly meeting to the management team
Create and send a weekly wrap-up report to summarize essential events, trending issues,
and high-priority tickets
Sykes PhilippinesTechnical Service Representative
Nov. 2017 - Jan. 2019
KMC Solutions, Inc.Customer Experience Specialist
Jun. 2017 - Oct. 2017
TELUS International PhilippinesCustomer Service Representative
Sep. 2015 - May. 2017
ConvergysTechnical Support Representative
Nov. 2013 - Sep. 2015
Hinduja Global SolutionsTechnical Support Representative
May. 2013 - Nov. 2013
Expert Global SolutionsCustomer Support Representative
Jun. 2012 - Apr. 2013
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