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Work Background
RoundTable TechnologySenior Customer Success Manager
Dec. 2024
NICESenior, Technical Account Management
Feb. 2024 - Nov. 2024As a Senior Technical Account Manager, I specialized in enterprise account management, complex technical issue resolution, and revenue protection within the NICE CXone contact center platform. With expertise in VoIP, SIP and TCP/IP networking, I partnered, collaborated and led discussions with technical teams to troubleshoot and resolve mission-critical issues, ensuring system stability and minimizing revenue-impacting disruptions. I leveraged custom scripting and API integrations within NICE CXone, optimizing workflows, and enhancing platform functionality for enterprise clients. By aligning technology with business objectives, I enabled customer success, service expansion, and contract renewals, maximizing ROI and long-term account growth.
Verizon BusinessAsiaPacific Group Manager, Client Success Operations
Apr. 2021 - May. 2023PhilippinesLed a global team of 11 Customer Success Managers, ensuring exceptional service for >1K+ mid-market and enterprise client accounts. Excelled in customer relationship building and management, vendor management, escalation management, incident resolution and collaborated with internal and external teams to optimize business outcomes. Managed reporting, financial strategies, and ensured compliance with Service Level Agreements that drove successful operational efficiency and customer satisfaction.
Verizon BusinessClient Portfolio Project Manager, APAC Operations
Oct. 2018 - Apr. 2021PhilippinesLed operational support focusing on revenue growth, sales performance, and customer satisfaction through robust risk mitigation and retention tactics. Collaborated with top-tier management, orchestrating seamless contract execution by liaising with Legal, Presales, and other stakeholders for accurate business case production which resulted to a remarkable 56% renewal rate with uplift, surpassing AsiaPacific Sales targets by an impressive 107%, through consistent adoption of executive-defined renewal strategies and strategic business reviews.
Verizon BusinessAPAC Program Manager: Customer Experience and Quality Management
Jan. 2017 - Oct. 2018PhilippinesDrove significant improvements in customer satisfaction by developing targeted strategies based on survey feedback, resulting in 10%-18% increases in Overall Satisfaction and Net Promoter Scores. Utilized data-driven insights from statistical reports to identify trends and presented quality improvement programs to leadership, fostering data-driven decision-making. Collaborated cross-functionally with business leaders, leveraging technology and data to streamline processes, elevate quality, and ultimately improving the overall customer experience.
Verizon BusinessBusiness Development Specialist
Oct. 2015 - Jan. 2017PhilippinesUtilized data analysis to optimize network performance, offering actionable insights aligned with business and technical goals. Proven track record in translating complex technical information into user-friendly analysis reports, enabling informed decision-making for both internal teams and external clients.
Verizon BusinessInformation Technology Service Desk & Incident Management, AsiaPacific HelpDesk
Oct. 2011 - Oct. 2015PhilippinesManaged customer network incidents within the ITIL framework, ensuring swift resolution and minimal business disruption while consistently meeting SLAs/OLAs. My expertise extends to leading end-to-end Incident Management, encompassing proactive customer communication, escalations, conference bridges, and root cause analysis. I have been recognized for driving process improvements, resulting in enhanced efficiency, and have received multiple awards, including Elite Performer accolades for exceptional CSAT scores and a nomination for the Director's Choice Award in a large workforce.
FirstsourceImplementation Manager, Service Delivery Operations
Aug. 2009 - Jun. 2011Philippines
FirstsourceNetwork Provisioning SME (Subject Matter Expert)
Jun. 2008 - Aug. 2009Philippines
eTelecare Global SolutionsTechnical Recruiting Specialist
May. 2007 - Mar. 2008Philippines• Responsible for administration and operational support of the recruitment process for our strategic client partnerships.
• Led weekly meetings with both internal and external clients to discuss new, on-going and future job opportunities available in Geriatric and Engineering industry.
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