Leah Angela Gapuz
Cainta Rizal
Summary
Versatile and client-focused professional with a blended background in IT Sales, Customer Service, Guest Relations, and Client Success Management. Known for building trust and delivering personalized support across both tech and hospitality sectors. Adept at managing end-to-end client journeys—from onboarding to retention—while consistently exceeding performance targets. Strong communicator with a passion for solving problems, driving satisfaction, and turning interactions into long-term partnerships.
Overview
19
19
years of professional experience
Work History
Senior Relations Manager
BV Property Group Ltd. UK
Remote
06.2025 - 08.2025
- Working closely with the owner to keep them informed about property performance, guest feedback, and any issues
- Serving as the primary point of contact for guests before, during, and after their stay, responding to inquiries via various channels (phone, email, etc.).
- Providing recommendations, information about the property and local area, and addressing guest needs and concerns.
- Ensuring a high level of guest satisfaction by delivering exceptional service and resolving issues promptly.
- Handling complaints and disputes, striving for positive outcomes and guest retention.
- Coordinating bookings, managing calendars, and ensuring accurate information on booking platforms.
- Coordinating with cleaning and maintenance teams to ensure properties are well-maintained and meet quality standards.
Channel Account Manager
Sophos Computer Security Pte Ltd
01.2022 - 06.2025
- Develop and maintain strong relationships with channel partners
- Consistently hit 95-100% of sales targets
- Act as primary point of contact for partners, providing support and addressing their needs
- Coordinate involvement of Sophos staff, including product management, sales, Sales engineers, marketing, support, service, and management resources to meet partner performance objectives and partner expectations.
- Regularly engage with partners to understand their needs, challenges, and opportunities.
- Consistently articulate Sophos' value proposition to partners to develop uncover potential growth and key partners to the company
- Improved partner satisfaction by providing ongoing support, training, and resources for successful collaboration.
- Managed diverse portfolio of channel partners, ensuring consistent revenue growth and high levels of customer retention.
- Enhanced communication between company and partners by organizing regular meetings, webinars, and conference calls.
- Increased channel sales by developing and maintaining strong relationships with key partners.
Client Success Manager (Part-time)
Studio Twelve UK
11.2024 - 04.2025
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- 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.
Senior Renewals Account Manager
SolarWinds Software Asia Pte Ltd
01.2019 - 01.2022
- Overseeing entire renewal lifecycle, from identifying opportunities to closing deal
- Ensuring timely and accurate renewal of customer contracts- 50 to 100 clients per quarter
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Increased customer retention by developing and implementing strategic account management plans.
- Managing rolling monthly pipeline of renewals, maintains healthy relationship with Channel partners and make sure issues are raised within SolarWinds management and vice versa
- Built relationships with customers and community to establish long-term business growth.
Customer Service Manager
Inspire 3 UK Ltd
07.2015 - 12.2018
- Managed team of customer service representatives, fostering positive work environment focused on teamwork and collaboration.
- Manage customer support representatives and team Leaders, provide assistance to CEO on overall production
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions
Regional Sales Operations Manager
ServiceSource Singapore
09.2010 - 04.2015
- 20+ direct reports- Multiple teams being managed across APJ region
- Hiring, onboarding, and managing team of sales representatives, ensuring team is well-equipped and motivated.
- Providing ongoing coaching, mentoring, and performance feedback to sales representatives to improve their skills and performance.
- Assign quotas, incentives, and spiffs to sales reps
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Developed strong relationships with key clients, leading to increased customer satisfaction and retention rates.
- Collaborated with cross-functional teams, resulting in improved communication and coordination between departments.
Team Lead/Sales and Communications Coach
Dell Philippines
06.2007 - 08.2010
- Review approximately 10-15 calls per day to ensure technicians are presenting sales pitch effectively and appropriately
- Generate sales reports needed by management
- Conduct on-the-floor supervision to address real-time needs of sales team
- Scheduled coaching with sales team to discuss about their calls - areas to improve and best practices
- Visit different sites to conduct trainings for outsourced partners
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Worked different stations to provide optimal coverage and meet production goals.
Senior Technical Support
AT&T Internet Services
06.2006 - 06.2007
- Provide excellent technical help to AT&T customers in the USA
- Meet call targets and ensures that there is resolution for every customer interaction
- Conducts training for new members of the team
- Build rapport on every call while maintaining professional relationship with clients
- Reduced escalations to higher-level support tiers through thorough troubleshooting and effective communication with customers.
- Mentored junior technical support representatives, enhancing their problem-solving skills and boosting team performance.
- Provided exceptional customer service by maintaining a high level of professionalism and empathy during all interactions.
Skills
- Guest relations
- Property management
- Customer engagement
- Relationship building
- Effective communication
- Team leadership
- Time management
- Sales management
- Customer retention
- Conflict resolution
- Online sales strategy
- Salesforce
- Sales presentations
Timeline
Senior Relations Manager
BV Property Group Ltd. UK
06.2025 - 08.2025
Client Success Manager (Part-time)
Studio Twelve UK
11.2024 - 04.2025
Channel Account Manager
Sophos Computer Security Pte Ltd
01.2022 - 06.2025
Senior Renewals Account Manager
SolarWinds Software Asia Pte Ltd
01.2019 - 01.2022
Customer Service Manager
Inspire 3 UK Ltd
07.2015 - 12.2018
Regional Sales Operations Manager
ServiceSource Singapore
09.2010 - 04.2015
Team Lead/Sales and Communications Coach
Dell Philippines
06.2007 - 08.2010
Senior Technical Support
AT&T Internet Services
06.2006 - 06.2007
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