Chrispol Nacua
SaaS Sales, SaaS Account Management, SaaS Customer Success, Client Relationship Management, Revenue Growth Partner Relationship Management, Tech Support, Debt Collection Project Management
Dasmarinas, Province Of Cavite
Summary
Developed key skills in fast-paced, client-focused environment, including effective communication and negotiation.
Demonstrates ability to manage sensitive financial information and resolve disputes efficiently. Seeking to transition to new field, utilizing strong foundation in problem-solving and customer interaction.
Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Dept Collections Specialist
ANZ Bank
11.2013 - Current
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Counseled debtors on payment options and arranged installment agreements.
Sr Customer Loyalty Advocate EMEA SMB
Atlassian
08.2020 - 12.2024
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Built constructive customer relationships to improve loyalty and recommendations.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Collaborated with sales and marketing teams to develop targeted campaigns for customer segments.
- Enhanced team knowledge and skills with regular training sessions on product updates and communication techniques.
- Strengthened customer relationships, reaching out proactively to gather feedback and offer personalized solutions.
- Cultivated team environment focused on exceeding customer expectations, leading by example in all customer interactions.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
- Boosted customer retention rates through proactive communication and building strong relationships.
- Implemented process improvements that resulted in increased efficiency within the Customer Success team.
- Managed a portfolio of key accounts, ensuring timely issue resolution and consistent communication with stakeholders.
- Negotiated contract renewals/upgrades with existing clients leading to increased revenue streams.
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Analyzed usage data to identify trends, anticipate challenges, and proactively address potential issues before they escalated.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Implemented a consultative selling approach that focused on understanding client needs before presenting customized solutions that addressed those requirements directly.
SDR / Account Manager
Rhipe
07.2015 - 08.2020
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Collaborated with Solution Engineers to identify solution for partners requirements and complexity of their current cloud set up.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Developed customized account plans for clients to help them achieve their business goals.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Streamlined internal processes for better efficiency in account management tasks.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Streamlined account management processes, reducing response times and improving client service quality.
- Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
- Monitored market trends to advise clients on potential impacts to their business, positioning as trusted advisor.
- Cultivated portfolio of high-value clients by leveraging industry knowledge and strategic networking.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
Tier 2 Tech Support ISP
StarTek
06.2012 - 08.2013
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Improved system efficiency by diagnosing and resolving technical issues promptly.
- Identified root causes of recurring issues, implementing long-term solutions to prevent future occurrences.
- Reduced equipment failures through implementation of preventive maintenance schedules.
- Diagnosed and troubleshot hardware, software and network issues.
Retention Specialist/Quality Analyst
APAC
12.2008 - 05.2012
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Develop customer retention strategies.
- Responsible in using a for using a sales through service approach to customers who wish to cancel their services.
- Increased team productivity by providing training on best practices for retaining customers.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
Customer Service Representative
Teleperfromance
06.2006 - 10.2008
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Science - Industrial Technology
Pangasinan State University
Lingayen, Province Of Pangasinan, Philippines 04.2001 -
Skills
- Credit Reporting Analysis
- Collections Management Skills
- Telecommunications Experience
- Effective Negotiation Skills
- Proven Sales Experience
- Results-Driven Approach
- Performance Management Skills
- Consultative Sales Management
- CRM System Proficiency
- Client Relationship Development
- Account Management and Growth Strategies
- Proficient in Salesforce Solutions
- Cloud-Based Software Solutions
- B2B Sales Expertise
- AWS Infrastructure Management
- Identifying Pain Points and Value Proposition
- Collaborative Teamwork Across Functions
- Initiatives for Process Improvement
Certification
Certified Customer Success Specialist (CCSS)
Timeline
Certified Customer Success Specialist (CCSS)
01-2025
Sr Customer Loyalty Advocate EMEA SMB
Atlassian
08.2020 - 12.2024
SDR / Account Manager
Rhipe
07.2015 - 08.2020
Dept Collections Specialist
ANZ Bank
11.2013 - Current
Tier 2 Tech Support ISP
StarTek
06.2012 - 08.2013
Retention Specialist/Quality Analyst
APAC
12.2008 - 05.2012
Customer Service Representative
Teleperfromance
06.2006 - 10.2008
Bachelor of Science - Industrial Technology
Pangasinan State University
04.2001 -
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