Client Success Specialist | Customer Service Expert
Masbate
I'm someone who enjoys making things work better — whether that's improving a process, solving a client's problem, or turning an idea into something meaningful. With over a decade of experience supporting international clients, a background in Operations Management, and a creative interest in content creation and storytelling, I bring a mix of analytical thinking, people skills, and creativity to the table. I take ownership, learn quickly, and believe there's always room to make a good experience even better.
Apryse, contract
Mar 2026 to Present
- Manage a high-volume portfolio of 100–150 customer renewals per quarter, focusing on customer retention, renewal execution, and long-term account continuity. - Drive proactive renewal outreach, at-risk account follow-ups, pricing discussions, and multi-year and auto-renewal opportunities. - Coordinate with cross-functional teams to resolve commercial, contractual, licensing, and billing challenges, ensuring a smooth customer renewal experience. - Consistently meet performance KPIs across renewal volume, SLA adherence, and data accuracy. - Utilize Salesforce, Planhat, and Xodo Sign to manage renewal pipelines, maintain accurate account records, and streamline renewal workflows. - Identify opportunities to strengthen customer relationships, improve renewal processes, and support continued customer adoption of Apryse solutions. **Key strengths demonstrated:** Customer success, account retention, renewal management, commercial negotiations, CRM management, and cross-functional collaboration.
TDCX, full_time
Oct 2021 to Sep 2024
- Managed an average of 300+ escalated cases monthly across phone and email support channels. - Resolved approximately two cases per hour, balancing productivity with accuracy and quality of service. - Provided floorwalking support and guidance to teammates, helping address operational questions and complex customer concerns. - Worked directly with business owners to resolve payment processing and payout issues, ensuring their businesses could continue operating smoothly. - Evaluated complex account concerns and recommended appropriate payment solutions based on individual business needs and circumstances. - Handled time-sensitive and high-impact concerns with urgency, accountability, and a strong focus on business continuity. **Key strengths developed:** Escalation management, business account support, payment operations, case prioritization, and peer support.
Stellar, full_time
Oct 2020 to Jul 2021
- Managed inbound and back-office interactions involving payment arrangements, account assessments, and collections. - Reviewed customer documentation and account information to determine suitable payment solutions. - Negotiated payment arrangements across available payment channels while ensuring successful conversion during customer interactions. - Assessed customers' financial circumstances and identified applicable financial assistance programs or grants to help reduce their outstanding balances. - Supported customers throughout the pandemic, balancing collection objectives with empathy and flexibility. Explored available assistance options to help financially affected customers manage their obligations. **Key strengths developed:** Financial account management, negotiation, payment arrangement strategies, document assessment, and empathetic customer engagement.
Teleperformance, full_time
Nov 2018 to Sep 2019
- Delivered technical support to customers of one of Australia's leading telecommunications providers. - Diagnosed and troubleshot technical issues through structured problem-solving and root cause analysis. - Managed case follow-ups, monitored unresolved concerns, and coordinated escalations with the appropriate technical teams. - Translated technical information into clear, easy-to-understand explanations to help customers resolve their concerns. **Key strengths developed:** Technical troubleshooting, analytical thinking, root cause analysis, case management, and cross-functional coordination.
Convergys, full_time
Aug 2015 to Nov 2018
- Managed customer inquiries and concerns for US-based financial and telecommunications accounts. - Provided floorwalking support to teammates, assisting with process questions and day-to-day operational concerns. - Developed strong objection-handling and customer communication skills, particularly when delivering difficult messages and managing challenging conversations. - Explored all available options to provide accurate resolutions while prioritizing customer needs and maintaining service quality. **Key strengths developed:** Customer relationship management, objection handling, conflict resolution, and service recovery.