Honey Love Tapar
Customer Success Manager
Antipolo City,RIZ
Summary
Dynamic and strategic leader with over 10 years of experience in high-volume customer service, specializing in team management and process optimization. Proven track record of enhancing customer retention rates and streamlining workflows to elevate overall satisfaction. Expertise in translating complex customer needs into actionable solutions while fostering long-term relationships. Eager to leverage a decade of excellence in client relations and data-driven leadership to drive churn reduction and account growth as a Customer Success Manager.
Overview
11
11
years of professional experience
Work History
Team Leader – Client Services/Site Support
BlueFit Ltd. (Staff Domain Inc.)
06.2023 - Current
- Manage customer lifecycle from onboarding → adoption → retention → expansion
- Build trusted advisor relationships with clients and stakeholders
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Manage a high-performing team supporting Australian and international clients in shared service and offshore environments.
- Identified and capitalized on client growth opportunities, contributed in 300% team expansion within 12 months and drove 20% in account value year-over-year through strategic relationships.
- Align service delivery with customer goals and business outcomes
- Act as primary escalation contact for high-impact client issues
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Account Manager
Exprotrade (Staff Domain Inc.)
01.2023 - 01.2023
- Manage a portfolio of 20+ accounts generating revenue through effective upselling, personalization engagement and client retention strategies.
- Cultivated and maintained long-term relationships with assigned clients, promoting event participation and maximizing satisfaction across multiple conference cycles.
- Utilized CRM systems to accurately record delegate details and manage communication pipelines, ensuring data integrity and efficiency.
- Researched and identified new prospects using LinkedIn and industry-specific platforms, expanding the potential attendee pool.
Events Management Specialist
Reed Elsevier Philippines
01.2021 - 01.2023
- Utilized CRM systems and event management software to manage delegate registration, track RSVPs, and maintain accurate records.
- Collaborated with planning teams and coordinated the execution of large-scale events, including conferences, trade shows, and conventions, aligning event strategies with business objectives.
- Provided comprehensive client support across multiple channels, consistently achieving a 98% satisfaction rate.
- Partnered cross-functionally with Business Units (BUs), Marketing Team and CRM teams to streamline workflows and elevate the overall event experience for participants.
- Collected and analyzed attendee and client feedback, measured event success through post-event metrics, and prepared detailed reports to evaluate outcomes and identify opportunities for future improvement and upselling.
Client Service Associate
TDXC Philippines
01.2021 - 01.2021
- Provided expert guidance to clients, ensuring their social media advertisements complied with relevant platform regulations, policies, and industry standards.
- Collaborated with stakeholders to optimize ad content, ensuring alignment with platform requirements while maximizing engagement and ROI.
- Assisted clients in identifying and targeting the correct demographics through data-driven insights, enhancing campaign effectiveness and expanding market reach.
- Provided ongoing client support, responding to inquiries, troubleshooting issues, and resolving concerns in a timely and efficient manner.
Customer Service | Technical Support | Subject Matter Experts (SME)
Teleperformance
06.2015 - 01.2021
- Delivered exceptional customer service and technical support to end users via phone, email, and chat, consistently resolving inquiries with professionalism and empathy. Achieving CSAT score above 95%.
- Diagnosed and resolved a wide range of technical issues related to software, hardware, or platform use, ensuring minimal downtime and a seamless customer experience.
- Acted as a Subject Matter Expert (SME) by providing advanced product knowledge, process expertise, and mentorship to frontline support agents, enhancing team performance and service quality.
- Conducted training sessions and supported onboarding of new team members, sharing best practices and maintaining consistency in service delivery.
- Collaborated with cross-functional teams to escalate complex cases, contribute to process improvements, and enhance knowledge base content.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Mentored junior team members, contributing to their professional growth and development.
Education
Bachelor of Science - Marketing Management
Our Lady of Fatima University
Antipolo City, Philippines11-2019
Skills
Client Retention & Expansion
Customer Onboarding & Adoption
Customer Experience Strategy
Management Consulting & Business Process Improvement
Escalation Handling and Conflict Resolution
Team Leadership & Cross-functional Collaboration
Performance Management
Knowledge Base Management
Consultative Communication
Support & Ticketing Systems
Team Leadership & Coaching
Data Analysis & Reporting
Timeline
Team Leader – Client Services/Site Support
BlueFit Ltd. (Staff Domain Inc.)
06.2023 - Current
Account Manager
Exprotrade (Staff Domain Inc.)
01.2023 - 01.2023
Events Management Specialist
Reed Elsevier Philippines
01.2021 - 01.2023
Client Service Associate
TDXC Philippines
01.2021 - 01.2021
Customer Service | Technical Support | Subject Matter Experts (SME)
Teleperformance
06.2015 - 01.2021
Bachelor of Science - Marketing Management
Our Lady of Fatima University
TOOLS & PLATFORMS
- Salesforce
- Zendesk
- Freshdesk
- MS Office
- Zoho
- Google Workspace