Joe Mark Alternado
Davao City, Province of Davao del Sur
Summary
Dynamic professional with a proven track record at Stella & Dot, excelling in cross-functional leadership and operational process improvement. Skilled in developing training programs that enhance team performance and customer relationship management, achieving significant increases in customer satisfaction. Adept at fostering collaboration and driving strategic initiatives to optimize business outcomes.
Overview
4
4
years of professional experience
Work History
Delight Center and Affiliate Relations Manager
Stella & Dot Family of Brands
09.2022 - Current
- Led cross-functional teams to enhance product launch strategies and improve market penetration.
- Developed training programs to elevate team performance and ensure adherence to brand standards.
- Streamlined operational processes, resulting in increased efficiency and reduced turnaround times.
- Analyzed sales data to identify trends, informing strategic decisions for inventory management.
- Fostered relationships with key stakeholders to drive collaboration and support business objectives.
- Implemented customer feedback mechanisms, enhancing service quality and client satisfaction levels.
- Coordinated marketing initiatives that elevated brand visibility within target demographics.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding an appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Planned, created, tested, and deployed system life cycle methodology to produce high-quality systems to meet and exceed customer expectations.
Customer Success Manager
Lyra Collective
07.2024 - 08.2025
- Cultivated strong customer relationships to enhance satisfaction and retention.
- Developed tailored onboarding processes that improved user engagement with products.
- Analyzed customer feedback to identify trends and inform product enhancements.
- Collaborated with cross-functional teams to resolve customer issues effectively.
- Trained and mentored junior team members on best practices in customer success strategies.
- Implemented proactive communication strategies to anticipate client needs and prevent churn.
- Established metrics for tracking customer success initiatives, driving continuous improvement efforts.
- Led quarterly business reviews, presenting insights that aligned customer goals with product roadmaps.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Created customer support strategies to increase customer retention.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Provided expert guidance to customers on best practices for product utilization, maximizing their return on investment.
- Coordinated with product team to address critical customer issues, ensuring timely resolution and maintaining trust.
Senior Team Leader
Awesome OS
06.2021 - 09.2022
- Led cross-functional teams to enhance operational efficiency and optimize service delivery.
- Developed training programs to mentor staff, improving team performance and engagement.
- Implemented process improvements that reduced response times and increased customer satisfaction.
- Produced weekly, daily and monthly activity reports and forecasts.
- Mentored junior team members, providing guidance and support to enhance their career progression.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
- Built a cohesive team culture by recognizing individual achievements while emphasizing collective success as the ultimate goal.
- Developed strategies to promote team member adherence to company regulations and performance goals.
- Streamlined communication channels for improved cross-functional collaboration, resulting in better project outcomes.
Education
Bachelor of Science - Business Administration And Management
Philippine Women's College of Davao
Davao City, Province Of Davao Del Sur, Philippines04-2019
Skills
- Cross-functional leadership
- Customer relationship management
- Training program development
- Operational process improvement
- Start-up business management
Timeline
Customer Success Manager
Lyra Collective
07.2024 - 08.2025
Delight Center and Affiliate Relations Manager
Stella & Dot Family of Brands
09.2022 - Current
Senior Team Leader
Awesome OS
06.2021 - 09.2022
Bachelor of Science - Business Administration And Management
Philippine Women's College of Davao