Customer Success Operations | Data-Driven CSM | Dashboards, Analytics
Metro Manila
Customer Success Operations and Analytics professional with a strong background in customer service leadership, operations management, and data analysis. Experienced in building dashboards, tracking performance metrics, managing refunds and chargebacks, and translating customer and operational data into insights that improve retention, efficiency, and decision-making.
WNW PNY LTD, full_time
May 2024 to Nov 2025
-Managed end-to-end customer email support using ReAmaze, ensuring timely and accurate resolution of inquiries. -Coordinated order cancellations and refunds with back-office teams across multiple payment gateways. -Maintained and regulated refund tracking sheets to ensure data accuracy and visibility of refund trends. -Supported operational reporting by tracking refund volumes, reasons, and processing timelines
EEG CONTACT SERVICES - Easy Equipment Ltd, full_time
Nov 2023 to Jun 2024
-Led, coached, and motivated customer service teams to meet performance targets while maintaining service quality. -Monitored operational metrics and analyzed performance data to identify trends, risks, and improvement opportunities. -Developed and implemented SOPs and best practices to improve efficiency, consistency, and service delivery. -Conducted monthly performance reviews, identifying operational challenges and cost-impact areas related to couriers, suppliers, and engineer visits. -Tracked and analyzed company losses related to replacements, deliveries, and service fees to support management decisions. -Managed chargeback and court claim disputes by coordinating with customers and preparing documentation to defend claims. -Served as primary point of contact for enterprise clients, aligning service performance with business expectations. -Collaborated with senior management on strategic planning for B2B support operations.-Led, coached, and motivated customer service teams to meet performance targets while maintaining service quality. -Monitored operational metrics and analyzed performance data to identify trends, risks, and improvement opportunities. -Developed and implemented SOPs and best practices to improve efficiency, consistency, and service delivery. -Conducted monthly performance reviews, identifying operational challenges and cost-impact areas related to couriers, suppliers, and engineer visits. -Tracked and analyzed company losses related to replacements, deliveries, and service fees to support management decisions. -Managed chargeback and court claim disputes by coordinating with customers and preparing documentation to defend claims. -Served as primary point of contact for enterprise clients, aligning service performance with business expectations. -Collaborated with senior management on strategic planning for B2B support operations.
EEG CONTACT SERVICES - Easy Equipment Ltd, full_time
Aug 2021 to Nov 2023
-Supervised daily operations of customer service agents, including performance and attendance monitoring. -Coached team members through regular performance reviews and action plans to address gaps. -Handled escalated customer cases and provided subject matter expertise to ensure resolution. -Facilitated team meetings to communicate updates, align goals, and encourage feedback.
EEG CONTACT SERVICES - Easy Equipment Ltd, full_time
Sep 2020 to Aug 2021
Assisted customers through phone, email, and chat regarding orders, deliveries, returns, and product inquiries. Sent proactive order dispatch updates and delivery reminders. Coordinated with courier partners to investigate delayed, lost, or damaged shipments. Resolved customer concerns efficiently while maintaining a positive customer experience and meeting service quality expectations.
Concentrix Philippines, full_time
Jun 2018 to Feb 2020
-Provided technical and billing support to residential and mobile home satellite TV customers. -Resolved service issues while identifying opportunities to add value through relevant program offerings.
Convergys Philippines, full_time
Jun 2016 to Jun 2018
Conducted outbound sales and upgrade calls to existing customers. Consolidated and reported team sales conversions to supervisors for tracking and analysis.