Diane Lim Cabactulan
Quality Assurance - SMB/Enterprise Scaled Sales | Compliance / Risk Management / Fraud Detection
Antipolo City, Province Of Rizal
Summary
Strategic Enterprise/SMB Customer Success and Scaled Sales Associate at Atlassian Philippines Inc., adept in strategic account management and staff mentoring. Proven track record in enhancing customer engagement and driving process improvements, while negotiating profitable contract renewals. Skilled in report analysis and fostering inter-department collaboration to achieve exceptional outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Enterprise Deal Associate
Atlassian Philippines Inc
02.2025 - 03.2026
- Spearheaded a seamless workflow to efficient ticket routing to improve customer SLA.
- Crafted, tested and presented the Enterprise Deal QA guidelines and form (final draft)
- Negotiated contract renewals skillfully, securing long-term commitments from key clients while maintaining profitability standards.
- Identified opportunities for process improvements within the organization leading to more efficient workflows.
- Developed data-driven strategies to improve customer engagement, driving positive outcomes across all touchpoints.
- Tailored training sessions for customers based on industry trends and unique business challenges.
- SME/Senior Team member and POC.
- Provided comprehensive support during critical business transitions, ensuring minimal disruption to client operations.
- Collaborated with cross-functional teams to ensure a seamless onboarding experience for new customers.
- Provided business, technical and product knowledge in support of post-sales activities.
Quality Assurance Specialist - SMB Scaled Sales
Atlassian Philippines Inc
05.2022 - 02.2025
- Drafted and finalized key guidelines to successfully measure key sales behaviors and proper ticket handling.
- Successfully led the QA testing, roadshow and iteration
- Mentored and coached SMB customer Advocates by providing timely feedback for improvement
- Achieved significant reduction in post-launch defects by enhancing pre-release testing protocols.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Enhanced efficiency of QA department, introducing metrics-driven performance evaluations.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Authored onboarding guidelines for future hires including scope-specific curriculum,and nesting plan.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Performed risk assessments on potential new projects, helping management make informed decisions about resource allocation and project priorities.
- Ensured compliance with industry quality standards by conducting thorough product testing and audits.
- Enhanced team collaboration, leading cross-functional meetings to discuss quality assurance findings and improvements.
- Documented and reported quality assurance outcomes, providing actionable insights for product development teams.
- Initiated better ways of working by ensuring the QA team members are properly recognized, in the form of quarterly awards
Customer Advocate
Atlassian Philippines Inc.
01.2020 - 05.2022
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Collaborated with team members to ensure consistent high-quality service delivery across the organization.
- Contributed ideas for process improvements that led to reduced wait times for customers seeking assistance over the phone or via email/chat platforms.
- Provided timely support during high-traffic periods, ensuring all customers received prompt assistance and resolution of issues.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
- Implemented a proactive approach in anticipating potential problems, preventing escalations and negative feedback from customers.
- Elevated levels of employee engagement by introducing new training opportunities and resources for professional development.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trello, Opsgenie and Bitbucket SME
- Senior Customer Advocate apprentice
Senior Legal and Compliance Specialist
Elevate Services Philippines
05.2018 - 12.2019
- Reduced instances of non-compliance through meticulous monitoring of internal controls and periodic audits.
- Evaluated existing policies regularly, identifying areas for improvement and recommending revisions as needed.
- Performed quality reviews to uncover workflow and communication issues.
- Worked closely with legal counsel to address any instances of non-compliance or potential violations promptly.
- Served as subject matter expert by advising staff and customers and working directly with external agencies throughout audits or to remedy compliance issues.
- Stayed current on industry regulations by attending seminars, workshops, and other professional development opportunities.
- Played an instrumental role in training and preparing the organization's new hires for successful completion and passing of the SIE (Finra) licensure exam.
Education
Bachelor of Science - Accounting
Phinma University of Pangasinan
04.2001 -
Skills
Strategic Enterprise account management
Quality assurance
Training and mentoring
Project management
Staff mentoring & leadership
Account management
Sales proficiency
Report analysis
Inter-department collaboration
Stakeholder management
Teamwork and collaboration
Adaptability and flexibility
Goal setting and achievement
Certification
FINRA Licensed Stock Broker - [2015-2018]
Timeline
Enterprise Deal Associate
Atlassian Philippines Inc
02.2025 - 03.2026
Quality Assurance Specialist - SMB Scaled Sales
Atlassian Philippines Inc
05.2022 - 02.2025
Customer Advocate
Atlassian Philippines Inc.
01.2020 - 05.2022
Senior Legal and Compliance Specialist
Elevate Services Philippines
05.2018 - 12.2019
Bachelor of Science - Accounting
Phinma University of Pangasinan
04.2001 -