CHRISTINA R. ROMERO
Pasig City
Summary
Results-driven professional with over 10 years in the BPO industry, specialising in B2B account strategy and campaign optimisation. Focused on enhancing advertiser success through effective performance growth strategies. Skilled in managing the client journey from technical onboarding to high-value contract renewals.
Overview
13
13
years of professional experience
Work History
Digital Account Strategist
CONCENTRIX
07.2022 - 03.2026
- Analysed performance reports to deliver actionable recommendations and strategic pivots, serving as primary contact for advertisers and ensuring technical accuracy while maximising Return on Ad Spend (ROAS).
- Executed bi-weekly account reviews to uncover growth opportunities and optimise bidding strategies, contributing to improved Quality Scores.
- Partnered with advertisers to develop and optimise Google Ads campaigns, enhancing alignment with business KPIs.
B2B Senior Sales Rep (Account Manager/ CSM)
CONCENTRIX
07.2022 - 06.2024
- Managed B2B portfolio health, identified risks, and facilitated contract renewals to ensure continued client engagement.
- Consulted corporate stakeholders to identify training gaps and pitched expanded Skillsoft solutions, resulting in account growth.
- Acted as primary liaison between clients and internal teams, resolved technical hurdles, and aligned platform with corporate learning objectives.
- Led comprehensive client onboarding by conducting live product demonstrations to showcase platform features and ensure immediate user adoption.
Billing & Sales Representative
GLOBAL HOLDINGS
07.2019 - 06.2022
- Secured account reconnections by promoting tailored entertainment packages and demonstrating value of promotional benefits.
- Resolved complex billing inquiries and equipment issues, streamlining refund processes to enhance customer satisfaction.
- Identified customer 'WINS' (Wants, Interests, Needs) to address root causes of service cancellations and improve retention.
Customer Service & Sales Representative
IBEX GLOBAL PHILIPPINES
01.2017 - 05.2019
- Achieved productivity targets by executing targeted inbound and outbound sales initiatives.
- Resolved diverse customer inquiries, including billing disputes and technical troubleshooting, ensuring customer satisfaction.
- Assessed customer communication and entertainment needs to recommend integrated service upgrades.
Customer Service & Billing Representative
TRANSCOM WORLDWIDE INC.
08.2013 - 03.2017
- Handled high-volume inquiries on telecommunications products and billing cycles, ensuring customer satisfaction and accurate information delivery.
- Managed customer enquiries and provided detailed information on services to enhance satisfaction.
- Addressed customer questions, problems and complaints in person and via phone to maintain positive relationships and support smooth communications.
- Resolved complex customer complaints by collaborating with specialised departments, achieving timely and comprehensive solutions.
- Conducted training sessions for new representatives on product knowledge and customer service techniques, sharing knowledge and best practices for better team performance.
Education
Associate - Computer Technology
System Technology Institute (STI)
Pasig City Shaw Blvd.05-2009
Skills
- Google Ads Strategy
- Google Ads Optimisation
- Performance Analysis
- ROI Optimisation
- Performance Reporting
- SaaS Product Demos
- Technical Onboarding
- Consultative Selling
- Relationship Management
- Contract management
Custom
Linkedin
Timeline
Digital Account Strategist
CONCENTRIX
07.2022 - 03.2026
B2B Senior Sales Rep (Account Manager/ CSM)
CONCENTRIX
07.2022 - 06.2024
Billing & Sales Representative
GLOBAL HOLDINGS
07.2019 - 06.2022
Customer Service & Sales Representative
IBEX GLOBAL PHILIPPINES
01.2017 - 05.2019
Customer Service & Billing Representative
TRANSCOM WORLDWIDE INC.
08.2013 - 03.2017
Associate - Computer Technology
System Technology Institute (STI)