SDR | CSR | CLIENT SUCCESS | CRM MANAGEMENT | ONLINE REPUTATION
Metro Manila, Quezon City, Philippines
Results-driven, EF SET C2-Proficient professional with over 7 years of experience across B2B Sales Development, Client Success, Customer Service, and Online Reputation Management. Proven expertise in optimizing CRM pipelines, qualifying inbound leads, and protecting brand image to drive conversion and retention.
Outsource Accelerator, full_time
Feb 2025 to Mar 2026
Lead Qualification: Managed 70+ weekly inbound B2B inquiries, running deep discovery calls to vet budget and strategic fit. Client Advisory: Educated international prospects on offshore staffing, increasing lead hand-off efficiency by 35-50%. Pipeline Management: Maintained 100% data accuracy in HubSpot CRM and mapped high-value accounts to service providers. Outbound Outreach: Executed structured multi-channel follow-ups and outbound campaigns to re-engage stalled pipeline leads.
KMC Solutions - SOCi, full_time
Jul 2023 to Dec 2024
Brand Strategy: Monitored and managed corporate social media engagement strategies to safeguard partner brand images. Review Moderation: Formulated tailored responses for thousands of user reviews across Google, Yelp, TripAdvisor, and Facebook. Data Analysis: Tracked sentiment trends to deliver actionable insights to leadership, increasing positive sentiment by 12%.
Renren Giantly Philippines, Inc., full_time
Mar 2022 to Jul 2023
End-to-End Sales Pipeline: Sourced NA logistics creators, conducted outbound cold calls, and led onboarding to convert leads into the ad program. Cross-Functional Support: Translated complex platform bugs into actionable JIRA tickets, reducing engineering resolution times by 20%. Administration: Moderated app user reviews and designed conversion-focused promotional email templates.
T-Mobile, full_time
Jul 2018 to Dec 2021
Team Leadership: Led a remote customer support team and tracked daily KPIs to sustain an 85% CSAT rating. Omnichannel Care: Handled high-volume native chat queues and phone lines to deliver tier-1 and tier-2 support. Coaching: Mentored 10+ junior agents, improving team-wide first-contact resolution (FCR) rates by 18%.
Transcosmos Asia Philippines, full_time
Jun 2017 to Jul 2018
Data Analytics: Processed raw performance data and built structured QBR presentations to support executive decision-making. Omnichannel Support: Resolved urgent customer inquiries via inbound calls, emails, and SMS under strict SLA constraints.