Jan Michael James Dalumpines
Customer Success Manager
San Jose Del Monte
Summary
Dynamic leader and technical expert with a proven track record at companies like Growth Assistant LLC, where I leveraged MS Office Suite and CRM platforms to enhance customer success. Skilled in fostering team collaboration and driving exceptional customer service, I consistently exceed performance goals through strong communication and analytical abilities.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Customer Success Manager
Growth Assistant
03.2023 - 11.2024
- Supported the onboarding and success of new customers, ensuring smooth integration and maximizing platform usage.
- Developed and maintained comprehensive customer training materials and resources. Proactively identified and resolved customer challenges, exceeding satisfaction targets.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
Technical Support Analyst
Emapta Versatile Services
03.2022 - 03.2023
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
Technical Support Engineer
MBS Solutions
10.2020 - 03.2022
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Team Leader
Iqor Philippines
05.2019 - 10.2020
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Inside Sales Agent
My Out Desk
10.2015 - 01.2017
- Provided exceptional customer service, resulting in numerous referrals from satisfied clients.
- Surpassed monthly quota consistently by utilizing persuasive pitch delivery and rapport-building skills.
- Exceeded quarterly revenue targets through persistent outreach efforts targeting key decision-makers within organizations.
- Conducted comprehensive product demonstrations, effectively showcasing features and benefits to prospective customers.
Technical Support Representative
Afni Inc, Verizon
05.2014 - 10.2015
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Managed high levels of call flow and responded to technical support needs.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
Technical Support Representative
Convergys, AT&T
11.2012 - 04.2014
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Technical Support Representative
Teleperformance
11.2010 - 11.2012
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Customer Service Representative
Sitel
03.2008 - 08.2009
- 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.
Education
Bachelor of Science - Information Technology
STI College Kidapawan
Kidapawan, Province Of Cotabato, Philippines 06.2003 - 04.2007
Skills
Technical Skills: Proficient in MS Office Suite, various CRM platforms, and industry-specific software applications Soft Skills: Strong communication, interpersonal, analytical, and problem-solving skills
Leadership: Experienced in team leadership and fostering a collaborative work environment
Learning Agility: Demonstrated ability to adapt to new technologies and processes
Customer Focus: Passionate about delivering exceptional customer service and exceeding expectations
Timeline
Customer Success Manager
Growth Assistant
03.2023 - 11.2024
Technical Support Analyst
Emapta Versatile Services
03.2022 - 03.2023
Technical Support Engineer
MBS Solutions
10.2020 - 03.2022
Team Leader
Iqor Philippines
05.2019 - 10.2020
Inside Sales Agent
My Out Desk
10.2015 - 01.2017
Technical Support Representative
Afni Inc, Verizon
05.2014 - 10.2015
Technical Support Representative
Convergys, AT&T
11.2012 - 04.2014
Technical Support Representative
Teleperformance
11.2010 - 11.2012
Customer Service Representative
Sitel
03.2008 - 08.2009
Bachelor of Science - Information Technology
STI College Kidapawan
06.2003 - 04.2007
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