Customer Engagement Associate
Laguna, Santa Rosa, PH
Customer Service & Digital Engagement professional with 3+ years of experience building relationships, resolving customer inquiries, and driving satisfaction across CRM platforms. Skilled in HubSpot, customer journey mapping, and digital communication channels. Proven track record managing high-volume interactions while maintaining empathy, attention to detail, and consistent service excellence. Comfortable with automation, process optimization, and cross-functional collaboration. Looking for roles where I can deliver exceptional customer experiences, support campaign performance, and grow with a team that values clarity, accountability, and genuine relationship-building.
Freelance Engagement, contract
Feb 2024 to Jul 2024
Received an inbox with 150,000+ unread emails and organized it within 3 days (original estimate was 9 days) by designing strategic filters, categorizing by priority, establishing sorting protocols, and indexing critical documents. Demonstrates ability to handle chaos systematically and deliver results ahead of schedule. This project showcases the core operational mindset required for service-based businesses: when given a problem, engineer a solution; when given a deadline, exceed it.
Genpact Services LLC, full_time
Nov 2021 to Jan 2025
Managed high-volume inbox communications across email, phone, and chat. Organized and prioritized customer inquiries and communications. Drafted professional email responses. Updated CRM records with accurate customer data. Maintained detailed tracking systems and prepared performance reports. Coordinated with team members on administrative tasks.
Genpact Services LLC, full_time
Nov 2021 to Jun 2023
Managed calendar coordination, scheduling, and customer account logistics at scale. Prevented conflicts and ensured seamless operational flow across multiple accounts simultaneously. Organized digital file systems and communication channels, establishing clear structures for team collaboration and information retrieval. Maintained detailed documentation and records to support comprehensive operational understanding and business continuity. Coordinated with cross-functional team members to resolve operational issues proactively and maintain continuous service delivery.