Customer Success Operations Specialist | Business Development
Metro Manila
Let's fix your broken workflows and scale your customer success. Hey future partners! I’m Beverly (Bev), an Operations & Customer Success Specialist with 8 years of international experience turning operational chaos into revenue-driving systems. I audit processes, scale global pipelines, and lead cross-border teams to elite standards. Core Experience Breakdown • Team Leadership & TikTok Ops (Teleperformance): Led multi-channel TikTok teams managing user support, buyers, shops, age checks, and recoveries with a >98% scorecard. • Lead Management & Sales (Magic Migrate): Spearheaded international lead generation and built high-converting pipelines to secure premium global accounts. • E-Commerce Support (Concentrix): Handled Amazon buyer/digital segments and resolved complex platform compatibility workflows to protect brand metrics. • Tech Support & Sales (Afni): Managed Verizon billing, onboarding, and retention under strict corporate compliance benchmarks. What Sets Beverly Apart? • Philosophy-Driven Logic (UP Graduate): Uses rigorous analytical logic to dissect broken workflows and map seamless user lifecycles. • Kaizen Mindset (5 Years in Japan): Blends Kaizen precision with Advanced Horticulture Certifications to bring discipline to digital operations. • The Hybrid Specialist: Equally fluent aligning high-level company SOPs and executing real-time technical fixes. Let’s connect to streamline your backend workflows and elevate your customer metrics!
Teleperformance Indonesia, full_time
Nov 2023 to Present
• Team Leadership & Coaching: Direct day-to-day operations and mentor customer-facing professionals to maximize team productivity, ensure quality compliance, and accelerate issue resolution. • Performance Tracking: Monitor user engagement lifecycle records and support interactions across multi-channel streams, consistently achieving top-performer status with a scorecard rating above 95%. • Stakeholder Collaboration: Represent the GUO Line of Business in client Focus Group Discussions (FGDs) to align operational SOPs, transfer critical customer insights, and elevate onboarding metrics. • Escalation Management: Spearhead resolution protocols for high-volume customer escalations while enforcing strict user lifecycle management and system access compliances. • Data Analytics: Analyze operational reports and performance dashboards to systematically isolate onboarding bottlenecks, track market trends, and implement process improvements.
Magic Migrate Consultancy, freelance
May 2023 to Nov 2023
• Client-Facing Lead Generation: Acted as the primary point of contact to build trust-driven relationships with international clients while spearheading lead generation initiatives to source high-value accounts and build a robust sales pipeline. • Data Analytics & KPI Reporting: Evaluated department-wide productivity and adoption metrics by tracking key performance indicators (KPIs), publishing comprehensive weekly and monthly reports for executive leadership. • Workflow Optimization: Partnered with department heads and team leads to audit and streamline operational workflows, removing inefficiencies to scale output. • Strategic Implementation: Contributed to the development and roll-out of targeted business strategies that significantly boosted overall department productivity
Takehara Import Agricultural Organization, contract
May 2018 to Jun 2023
Administrative & Executive Operations Support (Full Duration) • Executive Administration: Managed the Director's calendar, scheduled strategic appointments, and coordinated high-level meetings. • Documentation & Reporting: Prepared, organized, and distributed comprehensive reports, presentations, and critical documents for internal and external stakeholders. • Logistics Management: Handled complex travel arrangements, expense tracking, and end-to-end logistics for the Director to ensure seamless corporate operations. Agricultural & Greenhouse Operations (Rotation: May 2018 – June 2019) • Pest & Disease Control: Executed intensive pest management protocols, safely operating specialized pest-spraying machinery to mitigate crop diseases and safeguard plant health. • Greenhouse Management: Maintained and optimized greenhouse plant beds utilizing land cultivators and specialized agricultural machinery.
Afni Philippines | Verizon Account, full_time
Oct 2017 to May 2018
• Customer Inquiry Support: Supported customers with inquiries regarding billing, pricing, new service setups, cancellations, and service transfers. • Service Standards Compliance: Provided high-satisfaction customer service aligned with corporate service standard benchmarks.
Concentrix Philippines, full_time
Apr 2014 to May 2017
Inside Sales Executive | Amazon Account (Buyer & Digital Business) | Apr 2016 – May 2017 • Technical Troubleshooting: Assisted international clients with complex digital platform queries, network stability checks, and e-commerce application compatibility workflows. • Customer Experience Resolution: Formulated prompt, structured solutions across both customer-facing purchasing divisions and digital product segments to boost brand value execution metrics. Customer Service Representative | Apr 2014 – Oct 2014 • Tailored Client Solutions: Handled direct client needs utilizing structured mitigation logic to enhance long-term support quality performance metrics. • Brand Value Delivery: Upgraded service delivery standards during every unique consumer communication sequence.