Joanna Michelle Abalos
Customer Success Manager
Marikina City, Metro Manila
Summary
Professional in customer success with fourteen years of robust experience in driving client satisfaction, retention and sales. My goal is to maximize customer retention and drive revenue growth by providing consistent, world-class customer experience and ensuring that customers are supported in achieving or exceeding their desired outcomes by offering tailored solutions, industry insights and best practices.
Overview
14
14
years of professional experience
Work History
Marketing Development Representative
Diversify ISS / HGS OSS
07.2024 - 02.2025
- Proactively search for and identify potential customers through various channels like online databases and networking.
- Identified new business opportunities through cold outreach and evaluate leads to determine potential fit for company's products, identifying those ready for sales engagement.
- Enhanced client engagement by developing targeted marketing strategies for various industries.
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Worked with sales team to collaboratively qualify leads and ensure a smooth transition into the sales cycle.
Sales Development Representative
MagicHQ
09.2023 - 04.2024
- Increased sales leads by implementing targeted outreach strategies and personalized followups.
- Streamlined lead management process by utilizing CRM software to track interactions and maintain organized customer information.
- Collaborated with marketing and sales teams to create targeted email campaigns and sales strategies, effectively increasing lead generation and conversion rates.
- Optimized sales pitch by integrating vision selling, making value proposition more relatable to prospective clients.
Team Lead - Process Trainer
Datamatics
08.2022 - 08.2023
- Handled four different campaigns and delivered high-quality training sessions, leading to increased productivity and performance among team members.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Facilitated weekly and monthly meeting for performance updates and provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Developed comprehensive training materials, resulting in improved overall performance among trainees.
- Reduced employee turnover by providing consistent support and coaching to new hires during their onboarding process.
- Increased employee engagement in training sessions through the use of interactive activities and group discussions.
Sales Development Representative
Hipstr Photo Booth
05.2022 - 08.2022
- Successfully identified and pursued new business opportunities resulting in 25% increase in sales by implementing sales strategies and articulating full value of company's capabilities to prospects.
- Maintained high levels of customer satisfaction by providing exceptional support throughout the entire sales process – from initial inquiry to post-sale followup.
- Collaborated with managers and sales teams to provide customer feedback and recommend operational changes to meet emerging trends.
Processing Learning Facilitator
Concentrix
04.2011 - 05.2022
- Implemented differentiated instruction methods, addressing the unique needs of each learner within a diverse student population.
- Assisted in communication skills up training project, resulting in improved NPS and 50% decrease in language barrier driven detractors.
- Led a team of customer retention specialists , overseing efforts to implement strategies to retain at-risk customers, and maximize customer lifetime value by analyzing customer data, coaching team members, monitor customer feedback and use insights to improve customer experience and retention efforts.
- Collaborated closely with colleagues to share best practices, resources, and insights into effective teaching techniques.
- Served as a mentor to new trainers by sharing expertise on instructional design principles and pedagogical approaches proven successful in promoting student achievement.
Education
Bachelor of Science - Nursing
Far Eastern University
Manila, Metro Manila, Philippines 04.2001 -
Skills
Strategic thinking
Analytical skills
Self motivation
Customer relationship building
Problem-solving
Time management
Adaptability and flexibility
Team leadership
Organizational skills
Attention to detail
Excellent communication
Teamwork and collaboration
Timeline
Marketing Development Representative
Diversify ISS / HGS OSS
07.2024 - 02.2025
Sales Development Representative
MagicHQ
09.2023 - 04.2024
Team Lead - Process Trainer
Datamatics
08.2022 - 08.2023
Sales Development Representative
Hipstr Photo Booth
05.2022 - 08.2022
Processing Learning Facilitator
Concentrix
04.2011 - 05.2022
Bachelor of Science - Nursing
Far Eastern University
04.2001 -
Similar Profiles
Jhon Spencer DomingoJhon Spencer Domingo
TALENT ACQUISITION CONSULTANT - SOURCING at Hinduja Global Solutions (HGS OSS)TALENT ACQUISITION CONSULTANT - SOURCING at Hinduja Global Solutions (HGS OSS)
Scott CampbellScott Campbell
Traveling Finish Laborer at Diversify Services and Construction ConsultingTraveling Finish Laborer at Diversify Services and Construction Consulting
Graham JohnsonGraham Johnson
Fundraising Deputy at Diversify Our NarrativeFundraising Deputy at Diversify Our Narrative