Customer Success Operations Specialist
Metro Manila, Quezon City, PH
I help online businesses improve customer experience, streamline operations, and maintain strong client relationships through organized support systems and professional communication. With 12 years of combined experience in customer service, financial accounts, collections, and remote creator support, I specialize in customer engagement, conflict resolution, client retention, inbox management, and workflow coordination using tools like Google Workspace, Slack, Discord, CRM platforms, and project management systems.
Freelance, freelance
Jun 2020 to Present
I help online businesses improve customer experience, streamline operations, and maintain strong client relationships through organized support systems and professional communication. With 12 years of combined experience in customer service, financial accounts, collections, and remote creator support, I specialize in customer engagement, conflict resolution, client retention, inbox management, and workflow coordination using tools like Google Workspace, Slack, Discord, CRM platforms, and project management systems.
Concentrix, full_time
May 2016 to May 2020
Debt Solutions Specialist | Financial Customer Support 2016 – 2020 Assisted clients enrolled in debt solution and financial assistance programs by evaluating their financial situation, creating sustainable payment arrangements, and coordinating with creditors on their behalf. Worked closely with clients to understand income, expenses, and outstanding debts while ensuring all payment plans complied with Australian financial regulations and debt management guidelines. Key Responsibilities: Collected and reviewed client financial information, income, expenses, and creditor details Developed realistic and sustainable payment schedules based on the client’s financial capacity Explained debt solution programs and payment arrangements clearly to clients Coordinated directly with creditors regarding client enrollment in debt management programs Negotiated and communicated payment arrangements professionally and effectively Ensured all processes and payment schedules complied with Australian laws and regulations Provided empathetic customer support while handling sensitive financial situations Maintained accurate records and documentation of client accounts and communications
Convergys, full_time
Dec 2013 to May 2016
Customer Service Representative | Telecommunications & Financial Accounts 2013 – 2016 Provided customer support for telecommunications and financial accounts, including handling billing concerns, account inquiries, technical troubleshooting, and customer retention. Successfully transitioned to supporting Bank of America accounts, assisting clients with statement inquiries, account charges, balance verification, stop payments, and general banking processes while maintaining high-quality customer service and issue resolution standards. Key Responsibilities: Resolved customer technical and billing concerns efficiently Assisted customers with account information and statement-related inquiries Explained account charges, balances, and banking processes clearly Processed stop payment requests and account verification tasks Managed customer retention and upselling opportunities Handled sensitive financial information with professionalism and accuracy Demonstrated empathy and urgency in resolving customer issues