Diovelyn Andrada
Customer Success Manager
Taguig, Metro Manila
Summary
Results-driven customer experience professional with 18+ years across service assurance, support, and account management. Skilled in cross-functional coordination, escalation handling, and service improvement, with a proven record of protecting customer relationships and improving operational performance.
Overview
3
3
Certifications
21
21
years of professional experience
Work History
Customer Success Manager
EPLDT Inc.
01.2023 - Current
- Managed enterprise customer onboarding, ensuring smooth adoption of EPLDT solutions and service processes.
- Monitored customer health, tracking account risks and service gaps to support retention efforts.
- Facilitated regular client reviews, aligning business requirements and support services.
- Supported renewals and upsell discussions by identifying service needs and usage opportunities.
- Renewal Management and monitoring.
Service Assurance Manager
EPLDT Inc.
11.2020 - 12.2022
- Led service delivery operations, aligning cross-functional teams with client expectations and SLA requirements.
- Coordinated incident and escalation management to restore service quickly and maintain customer satisfaction.
- Monitored performance dashboards to identify trends, gaps, and opportunities for process improvement.
- Managed service reviews, reporting, and action tracking to support operational transparency.
- Improved workflow efficiency by standardizing procedures and clarifying ownership across teams.
- Directed the Change Management Board (CAB) to streamline client communications and safeguard customer operations during system updates.
Team Leader - Customer Experience Management
EPLDT Inc.
01.2015 - 10.2020
- Led daily team operations, ensuring consistent service delivery and workload balance.
- Coached staff on process compliance, quality standards, and issue resolution.
- Monitored performance trends and addressed gaps through targeted feedback sessions.
- Coordinated escalated cases with stakeholders to restore service continuity quickly.
- Reviewed reports and refined workflows to improve accuracy and turnaround time.
- Facilitated huddles to align objectives, updates, and operational expectations.
- Supported onboarding efforts by guiding new hires through tools, processes, and procedures.
Helpdesk Support Engineer II
EPLDT Inc.
02.2010 - 01.2015
- Resolved end-user incidents across hardware, software, and network issues using ITSM ticketing workflows.
- Diagnosed connectivity failures, escalating complex cases to infrastructure teams with complete troubleshooting documentation.
- Configured desktops, peripherals, and user accounts while maintaining secure access and service continuity.
- Monitored service desk queues, prioritized urgent requests, and ensured timely resolution of support tickets.
Helpdesk Engineer I
EPLDT Inc.
03.2007 - 01.2010
- Resolved complex help desk incidents across email, VPN, desktop, and network access environments
- Diagnosed recurring technical issues and implemented workflow improvements for faster ticket resolution
- Managed escalated support requests requiring coordination with network, systems, and application teams
- Configured user accounts, permissions, and endpoint settings in line with service desk procedures
- Prioritized high-impact issues, effectively managing time and resources to ensure prompt resolutions.
Helpdesk Technician
Iplus Intelligent Network Inc.
08.2006 - 02.2007
- Resolved hardware, software, and network incidents through ticketing systems and remote support tools.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Managed multi-client call center ticket creation and escalated issues to support group via call and email handling.
Telesales Representative
Teleperformance
02.2006 - 08.2006
- Conducted outbound telesales calls to qualify leads and convert prospects into customers.
- Presented products and service options using script-based objection handling and persuasive selling techniques.
- Updated CRM records with accurate customer details, call outcomes, and follow-up actions.
- Meeting monthly sales quota requirements.
Education
Bachelor of Arts - Journalism And Mass Communication
Polytechnic University of The Philippines
Sta Mesa Manila 04.2001 -
Skills
Account management
Customer Retention
Service optimization
Staff leadership
Customer onboarding
Cross-functional coordination
Time management
MS office
MS Excel
Google Sheets
M365
Gmail
Attention to detail
Certification
Microsoft Certified Professional
Timeline
Customer Success Manager
EPLDT Inc.
01.2023 - Current
Service Assurance Manager
EPLDT Inc.
11.2020 - 12.2022
Team Leader - Customer Experience Management
EPLDT Inc.
01.2015 - 10.2020
Helpdesk Support Engineer II
EPLDT Inc.
02.2010 - 01.2015
Helpdesk Engineer I
EPLDT Inc.
03.2007 - 01.2010
Helpdesk Technician
Iplus Intelligent Network Inc.
08.2006 - 02.2007
Telesales Representative
Teleperformance
02.2006 - 08.2006
Bachelor of Arts - Journalism And Mass Communication
Polytechnic University of The Philippines
04.2001 -