Client Support Operations Professional with Leadership Experience
Metro Manila
Hi, I’m Heinkel, a results-driven professional with over 8 years of experience in customer service, technical support, operations management, and client account handling. I have a strong background in team leadership, workflow coordination, problem-solving, and delivering excellent customer experiences in fast-paced environments. My experience as an Operations Supervisor and Client Account Representative has helped me develop strong communication, organizational, and multitasking abilities. What sets me apart is my adaptability, attention to detail, and commitment to delivering reliable, high-quality support. I take pride in being proactive, professional, and solution-oriented while building positive relationships with clients and teams.
Manulife Financials, full_time
Oct 2022 to Jun 2026
• Analyzed client data to identify trends and provide valuable insights for informed decision-making processes. • Conducted regular account reviews to proactively address potential concerns and ensure ongoing customer satisfaction. • Served as primary point of contact between clients and internal teams, ensuring seamless communication throughout project lifecycles. • Delivered comprehensive product training sessions to new clients, empowering them to maximize their investment in our services.
Teleprformance, full_time
Sep 2020 to Sep 2022
• Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks. • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team. • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members. • Ensured compliance with company policies, Industry regulations, safety standards, and local laws during daily operations.
Teleperformance, full_time
Aug 2019 to Sep 2020
• Offer detailed knowledge and advice on specific products, processes, or systems. • Act as the go-to resource for technical or procedural questions. • Handle cases that frontline teams cannot resolve due to complexity. • Investigate root causes and provide solutions for high-impact problems.
Teleperformance, full_time
Oct 2018 to Jul 2019
• Provide technical assistance via phone, email, or chat, handling and resolving customer support tickets. • Escalate unresolved or complex issues to higher-tier teams in a timely manner • Diagnose and resolve hardware, software, and networking issues through step-by-step guidance.
Top Tradelines, freelance
Apr 2018 to Oct 2018
Responding to inquiries through chat, email, SMS, or phone Explaining how tradelines or credit score boosting services work in general terms Qualifying leads by asking about the customer’s goals, timeline, and credit situation Scheduling consultations or transferring warm leads to sales representatives Following up with potential clients who showed interest Assisting customers with onboarding forms and document submission Providing updates on application or processing status Handling basic objections and answering frequently asked questions Maintaining CRM records using tools like Salesforce or HubSpot Ensuring professional and compliant communication with clients
Grab Philippines, Mytaxi,ph, full_time
Jan 2017 to Mar 2018
• Employed active listening skills to accurately understand customer concerns and address them effectively. • Collaborated with team members to develop effective strategies for enhancing the overall customer experience. • Maintained an up-to-date knowledge of company offerings to provide relevant recommendations based on client needs. • Utilized advanced problem-solving skills to troubleshoot and resolve technical-related customer inquiries.
Convergys, full_time
Mar 2015 to Oct 2016
• Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner. • Applied critical thinking skills when troubleshooting technical issues, ensuring prompt resolution and minimizing customer downtime. • Managed sensitive account information securely while adhering to strict privacy guidelines and regulations. • Prevented escalations by effectively handling challenging situations with empathy and patience.