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Work Background
OutsideCustomer Success Specialist
Jan. 2022As a Customer Success Specialist at Outside Interactive Inc., I drive customer retention and engagement by providing proactive support across multiple platforms. I specialize in account management, technical troubleshooting, and ensuring an exceptional customer journey from onboarding to ongoing service. By leveraging Zendesk and data-driven insights, I streamline support processes, track service metrics, and continuously optimize customer interactions. My focus on customer satisfaction, churn reduction, and increasing subscriber lifetime value has had a significant impact on company performance.
RealtyACCELLead Generation Specialist
Jul. 2020 - Jan. 2021As a Lead Generation Specialist, I focused on outreach and client acquisition using a combination of advanced tools and strategies. I developed targeted campaigns to drive high-quality leads and improve conversion rates, ultimately contributing to business growth. My efforts helped expand the client base and achieve measurable results through data-driven strategies.
Virtual Champs Global, IncCustomer Service Specialist | Technical Support Specialist
Jun. 2020 - Feb. 2022In my role as a Support Specialist, I provided Tier 1 & Tier 2 support, managing technical troubleshooting, account management, and issue resolution. I played an integral part in escalation management and collaborated with the DevOps team to resolve complex challenges. My ability to deliver high-quality service while ensuring timely resolutions resulted in increased customer satisfaction and service efficiency. I was also instrumental in leveraging CRM tools to enhance customer support workflows and track KPIs.
iQor PhilippinesTechnical Support Manager
Nov. 2017 - Jun. 2020Santa Rosa City, Calabarzon, PhilippinesAs a Technical Support Manager for a leading US-based telecom, I led a team of customer support agents, driving improvements in service delivery and operational efficiency. I utilized a data-driven approach to analyze KPIs, optimize workflows, and implement performance-boosting strategies. My leadership and management of daily operations ensured improved team performance and consistently met service-level targets. I played a key role in fostering a customer-first culture and enhancing the overall customer experience.
TeleTechSales Support Specialist
May. 2016 - Nov. 2017Lipa, Calabarzon, PhilippinesIn my role as a Sales Support Specialist, I acted as a subject matter expert, providing Tier 2 support for complex issues and collaborating with cross-functional teams to deliver effective solutions. My ability to identify sales opportunities and upsell services helped drive revenue growth and increase customer retention. I applied my expertise in problem-solving, technical troubleshooting, and client communication to ensure customers received timely and accurate resolutions.
AloricaCustomer Service Representative
Nov. 2015 - Apr. 2016Lipa, Calabarzon, PhilippinesAs a Customer Service Representative at Alorica, I supported a project-based credit card customer support account, assisting customers with inquiries, troubleshooting, and providing solutions. Additionally, I was part of the first-ever offshore credit-granting team in the Philippines, playing a key role in pioneering this innovative service offering. My responsibilities included handling customer inquiries, processing transactions, and ensuring a seamless experience for clients. I contributed to delivering high-quality support and fostering strong customer relationships in a fast-paced, dynamic environment.
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