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Work Background
MuralCustomer Support Manager
Nov. 2023Manila, National Capital Region, Philippines
MultiplierCustomer Success Manager
Jan. 2023 - Nov. 2023Multiplier is the leading Saas-based HR, Payroll and Onboarding platform that provides an opportunity to reach talent globally and makes hiring limitless. As a Customer Success Manager, my role is to ensure that you hire and onboard employees as seamless as possible, answer any technical gaps that might slow your process down, and ensure a timely pay release to members.
ZendeskManager, Customer Success
Apr. 2020 - Jan. 2023Manila, National Capital Region, PhilippinesOur Customer Success team guides our wide array of clients as they map any number of business needs to their Zendesk account. We ensure customers are optimized and scaling effortlessly through impactful engagements, all focused on driving business and technical value. CSAs proactively guide individual customers through key steps in their lifecycle while also managing larger group discussions.
ZendeskLearning Facilitator
Aug. 2018 - Apr. 2020As a learning facilitator, I handled training company new hires, easing them into the different Zendesk products and workflows, and setting them up for success through immersive activities.
ZendeskTeam Lead - Chat Support (Zopim)
Jan. 2015 - Jul. 2018Bonifacio Global City, Taguig, PhilippinesAdvocacy is the face of Zendesk’s customer service. As a team lead, I was mainly responsible for ensuring that our advocates provide the best experience on every interaction - whether it be via chat or tickets. During coaching sessions, we discussed KPIs and advocate satisfaction amongst other things, keeping the agent’s morale positive and get them highly engaged. - Conducted product onboarding for new hires. - Facilitated product workshops as needed. - Mentored agents to be successful on their chosen career paths. - Shared knowledge with the advocates to further expand their scope, either during our 1:1 sessions or slide deck presentations. - Started Chat advocate projects such as “HTML/Javascript Basics” and “The Art of Questioning”
- Attended multiple People Dev sessions to enhance leadership and mindset.
WNS Global Services Philippines, Inc.Assistant Manager - Operations
Mar. 2012 - Jan. 2015Eastwood City, Libis, Quezon City, PhilippinesHighlights:
- Successfully pioneered a help desk account, was also responsible for screening applicants.
- Developed training materials, authentication processes, workflows and subsequently trained agents. - Handled managerial and high-level escalations (calls and emails from Managing Directors or VPs).
- Mastered outage management procedures for both internal and external issues.
- 100% CSAT returns for the team for 5 weeks straight.
- Consistent above 90% rating from Employee Surveys.
- Received commendations from Directors and Managers. The account I supported acted as the first line of defense on Service Desk calls such as password resets, product inquiries, corporate network (LAN, basic Active Directory) and email troubleshooting (deleting Email profiles, basic Lotus Notes configuration) via a Remote Access tool, adding of network or local printers, and other issues within either a Citrix or a Virtual Desktop Infrastructure. We also helped with the reinstallation of the Citrix Receiver or Citrix Web App plugin on PCs, Apple computers, mobile devices (android and iOS phones) and tablets (iPads), and maximize the usage of the Windows Remote Assistance tool or the screen sharing option in Microsoft Lync by connecting to the customer's computer as soon as possible, to have a better gauge on the cause of an issue and provide quick fixes.
I am also responsible for handling the desk's Outage Hotline - if a business partner experiences a company-wide outage, I provide basic assistance through relevant and logical probing questions, troubleshooting for isolation, and if need be, will open a conference call with different application developers to work on the resolution.
The Depository Trust & Clearing CorporationSupervisor
Mar. 2012 - Jan. 2015Manila, PhlippinesCSC/Helpdesk Supervisor.
STARTEKEscalations Team Leader
Mar. 2011 - Mar. 2012Jupiter St. Makati City, PhilippinesCareer flow and highlights: 2009 - 2010: Frontline agent
2010 - 2011: Senior agent/Techlead
March 2011 - Oct 2011: Tier 2 FCR Team Lead
Oct 2011 - March 2012: Tier 2 Escalations Team Lead - Delivered process improvements that helped the Tier 2 desk. - Served as an Academy Bay Coach for new hires, from January to March 2011. - Passed Basic Instructor Training for classroom management. - Top Agent for DSL Tech Escalations, for January 2011. - The first Tier 1 to be promoted as a Tier 2.
- The first to receive an Executive Commendation for the account in Startek Makati. - Top 1 Agent, program-wise, for April 2010. - Top 3 Agent, program-wise, for March 2010.
- 100% CSAT for more than 18 surveys last March 2010. - Consistently high QA scores.
- One of the pioneering agents for the account.
- As a Tier 1 agent, had minimal escalated calls. My team specialized in handling 'FCR calls' - customers who were calling repeatedly in a span of 24 hours. My agents also worked on escalations - whenever a customer would demand for a supervisor, or if the situation needed more advanced troubleshooting. But if the customer specifically asked for a manager, I take over the charge and ensure that resolution was provided in a timely manner to impart a positive customer experience. Additional responsibilities were: being in direct contact with our clients, testing workflows, providing feedback on how to improve the account’s processes; detecting, escalating outages and uploading notifications through the company’s IVR; meeting the LOB’s SLA’s such as abandon rate, AHT, and average speed of answer.
STARTEKSenior Agent/Escalations Tech Lead
Apr. 2010 - Mar. 2011
STARTEKTechnical Support Representative
Jun. 2009 - Apr. 2010
eTelecare Global SolutionsTechnical Support Representative
Apr. 2008 - Apr. 2009Makati City, PhilippinesHighlights:
- Top 9 Agent, program-wise, December 2008. - Top 4 Agent, program-wise, Q3 2008. - Top 6 Agent, program-wise, September 2008. - Acted as Team OIC whenever the Team Lead was not available. - Part of a consistent number one team. - Exceeded metrics set by the client. - Passed Macintosh OS Training (OS X and Classic) Provided frontline support for the subscribers which ranged from dial-up networking to broadband connectivity, including application and email support for AOL’s own all-around communication software.
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