Marene Layao
Tanza, Province Of Cavite,00
Summary
Client success professional with strong history in managing and nurturing client relationships. Known for delivering impactful solutions that improve client satisfaction and retention rates. Highly collaborative team player focused on achieving results and adapting to changing client needs. Expertise in account management and customer service.
Overview
19
19
years of professional experience
Work History
Senior Client Success Manager
August99
10.2020 - 02.2025
- Established lasting partnerships with key stakeholders within each client organization to foster long-term success.
- Evaluated client feedback to drive continuous improvement initiatives within the company''s products and services offerings.
- Served as an escalation point for critical client situations, ensuring prompt resolution and maintaining high levels of satisfaction.
- Enhanced client satisfaction by implementing customized success strategies and maintaining strong relationships.
- Collaborated with cross-functional teams to address client concerns and resolve complex issues in a timely manner.
- Implemented proactive outreach campaigns to maintain engagement levels among existing clientele base.
- Increased client retention by proactively addressing potential challenges and providing strategic recommendations for improvement.
Sales Account Manager
Digital Room Phils
11.2014 - 09.2020
- Assists clients from order inquiry to after sales concerns
- Re-engage dormant accounts through calls and emails
- Built client relationships by acting as liaison between customer service and sales teams.
- Negotiated prices, terms of sale and service agreements.
- Managed a diverse portfolio of accounts, ensuring each client received personalized attention and support.
- Increased sales revenue by identifying and pursuing new business opportunities.
Media Manager
One OPM Music Group / Insights Band
02.2019 - 07.2020
- Handles the group's social media accounts like Facebook, Twitter, Instagram and Youtube account
- Handles the group's Facebook ads
Marketing Coordinator
Digital Room Phils
08.2013 - 11.2014
- Handled screening of applications for the Ucommunity Sponsorship Program and Events Sponsorship Program
- Handled retention of existing program members focusing on their ordering behavior and re-engaging when they miss their calendar of orders
- Handled Instagram, Facebook and Twitter accounts for 3 websites namely, Uprinting.com, Printrunner.com and Nextdayflyers.com
- This includes weekly posting and engagement with commenters
- Handled Yelp accounts for Uprinting, Printrunner and Next Day Flyers and prepared bi-monthly report for public relations meeting
- Monitored the company's Better Business Bureau reviews and made sure they are handled well and solved
Customer Service Team Leader
Digital Room Phils
12.2011 - 08.2013
- Monitored team performance making sure they meet the key performance indicators
- Daily tasks include floorwalking to make sure agents are using their tools properly for them to get their work done, random call barging focusing on the outliers and making sure the areas for improvements are discussed with them in a timely manner and attending to problem tickets
- Weekly tasks include sending of weekly report on problem tickets assigned to me and making sure every agent has at least 2 coaching logs based on the call audits
- Handled social media team's escalations from Facebook, Twitter, Instagram, Yelp and Better Business Bureau
Helpdesk Manager
Digital Room Phils
07.2010 - 12.2011
- Managed escalation reps who were responsible in taking escalated calls and attending to problem tickets
- Monitor concessions given by escalation reps making sure they are within the concession limit
- Prepare weekly report of revenue loss due to problem tickets per department
Helpdesk Representative
Digital Room Phils
01.2010 - 07.2010
- Handled escalated calls and attended to problem tickets assignment
- Prepared daily report of escalations handled and list of concessions given
Customer Service Representative
Digital Room Phils
05.2009 - 01.2010
- Handled inbound calls for inquiries and order status
- Did outbound calls for abandoned calls in Polycom telephone system, collect payments and follow up on order completion
- Processed job orders and endorsement to the prepress department
Customer Service Representative
Concentrix (formerly Etelecare Global Solutions)
01.2006 - 05.2009
- Handled inbound calls for Sprint Telesales
- Responsible in placing orders for new accounts
- Handled migration of numbers for contract renewals
Education
Applied Computer Science -
STI College of Paranaque
01.1999
Bachelor of Arts - Psychology
University of Perpetual Help
01.1998
Skills
- Client relationship building
- Detail-oriented
- Documentation
- Call center experience
- Relationship management
- Team management
- De-escalation techniques
- Customer retention
Extra-Curricular Activities
Media Manager, One OPM Music Group / Insights Band from 02/01/19, 07/01/22. Handled the group's social media accounts like Facebook, Twitter, Instagram and Youtube account. Handled the group's Facebook ads as well.
Timeline
Senior Client Success Manager
August99
10.2020 - 02.2025
Media Manager
One OPM Music Group / Insights Band
02.2019 - 07.2020
Sales Account Manager
Digital Room Phils
11.2014 - 09.2020
Marketing Coordinator
Digital Room Phils
08.2013 - 11.2014
Customer Service Team Leader
Digital Room Phils
12.2011 - 08.2013
Helpdesk Manager
Digital Room Phils
07.2010 - 12.2011
Helpdesk Representative
Digital Room Phils
01.2010 - 07.2010
Customer Service Representative
Digital Room Phils
05.2009 - 01.2010
Customer Service Representative
Concentrix (formerly Etelecare Global Solutions)
01.2006 - 05.2009
Bachelor of Arts - Psychology
University of Perpetual Help
Applied Computer Science -
STI College of Paranaque
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