Summary
Overview
Work History
Education
Skills
Certification
Timeline
KEY TRAINING
Generic
MAUREEN LACANARIA

MAUREEN LACANARIA

Tanauan City

Summary

Dynamic and results-driven Support Team Lead with over a decade of experience in leadership, account management, and high-pressure support environments. Proven expertise in managing teams for US and AU-based B2B/B2C accounts, consistently exceeding KPIs and SLAs. Skilled in mentoring new hires, driving operational excellence, and resolving complex technical escalations within the SaaS and Fintech sectors. Recognized for strong organizational and communication skills that foster collaboration, enhance team performance, and navigate dynamic work environments to achieve project goals through strategic planning.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Team Lead – US & AU B2B Accounts

Berry Virtual
Los Angeles, California
11.2022 - 01.2026
  • Mentorship & Best Practices: Acted as a lead mentor for Sales Executives, modeling high-value presentations and complex contract negotiations.
  • Global Account Leadership: Managed a diverse portfolio of B2B accounts across North America and Australia, ensuring rapid resolution of problems and high-stakes complaints.
  • Pipeline Governance: Oversaw CRM pipelines (Salesforce/HubSpot) to track progress and provide guidance to colleagues and team members on lead qualification.
  • Led cross-functional teams to enhance project delivery and ensure alignment with organizational goals.
  • Streamlined operational processes, resulting in increased efficiency and reduced turnaround times.
  • Implemented best practices for resource allocation, optimizing team productivity and project outcomes.
  • Developed training programs that improved staff competency and minimized onboarding time for new hires.

Senior Sales Account Executive – US B2B/B2C Accounts

Hikinex
Ortigas, Philippines
07.2021 - 11.2022
  • Staff Supervision: Supervised a team of Sales Account Representatives handling both AU-based B2C retail clients and B2B stakeholders.
  • Newbie Onboarding: Coached new hires and junior executives on navigating the AU market landscape and innovative sales techniques.
  • Primary Escalation Point: Served as the central point of contact for international clients, resolving complex issues promptly to ensure account renewals.
  • Developed strategic sales plans to enhance market penetration and drive revenue growth.
  • Mentored junior account executives, fostering talent development and enhancing team performance.
  • Developed long-term relationships with clients, resulting in increased customer loyalty and repeat business.

Team Manager – US & AU B2B Account

Wheelhouse
Mandaluyong, Philippines
09.2020 - 12.2021
  • Direct Leadership: Managed a team of Business Development Representatives (BDRs), ensuring every member hit daily and weekly targets for the AU and US regions.
  • Structured Coaching: Conducted regular side-by-side monitoring and coaching sessions for newbies regarding KPIs and quality control.
  • Led cross-functional teams to enhance operational efficiency and drive project completion.
  • Developed and implemented training programs to improve staff performance and knowledge retention.
  • Optimized workflow processes, resulting in increased productivity across departments.
  • Analyzed performance metrics to identify areas for process enhancement and cost reduction.

Senior Customer Care Professional – US Market

American Express International (AMEX)
Taguig, Philippines
03.2018 - 06.2020
  • Professional Mentorship: Coached and mentored less experienced professionals on AU/NZ-specific compliance and customer engagement best practices.
  • Cross-Functional Support: Managed B2C cardmember inquiries for the Australian market, specializing in fraud prevention and urgent service requests.
  • Resolved customer inquiries through multiple channels, enhancing satisfaction and loyalty.
  • Streamlined complaint resolution processes, improving response times and service quality.
  • Mentored junior team members on customer service best practices and conflict resolution strategies.
  • Resolved complex customer inquiries, ensuring satisfaction and retention.
  • Led team initiatives to enhance service delivery and operational efficiency.

Team Lead / Contact Center Specialist

American International Group Shared Services (AIGSS)
Philippines
06.2012 - 07.2015
  • Supervisory Role: Served as the primary point person in the manager’s absence and conducted workforce management.
  • New Associate Development: Coached and mentored junior associates to ensure accurate procedures in disability claims.
  • Led cross-functional teams to enhance operational efficiency and service delivery.
  • Mentored junior staff, fostering skill development and team cohesion.
  • Implemented process improvements, resulting in streamlined workflows and reduced turnaround times.
  • Developed training programs to ensure compliance with regulatory standards and best practices.
  • Analyzed performance metrics to identify trends and inform decision-making processes.

Education

Medical Technology

Manila Central University
Philippines

Registered Medical Technologist - undefined

Board of Medical Technology, PRC

Skills

  • Operational Leadership: Managing daily team workflows, performance appraisals, and strategic reporting
  • Mentorship & Coaching: Expert at training newbies and coaching Sales/Support Executives on communication and process adherence
  • Market Versatility: Deep experience managing AU and US-based accounts, adapting to regional communication styles and time-zone requirements
  • Incident & Escalation Management: Swiftly resolving high-priority client complaints and technical hurdles
  • Data-Driven Management: Proficient in Salesforce/HubSpot for tracking metrics and team performance
  • Attention to detail
  • Conflict resolution
  • Customer focus
  • Coaching and mentoring
  • Performance improvement
  • Schedule management
  • Process improvement
  • Complaint resolution
  • Operations management
  • Employee evaluation
  • Influencing skills
  • Relationship building

Certification

  • Licensed Medical Technologist

Timeline

Team Lead – US & AU B2B Accounts

Berry Virtual
11.2022 - 01.2026

Senior Sales Account Executive – US B2B/B2C Accounts

Hikinex
07.2021 - 11.2022

Team Manager – US & AU B2B Account

Wheelhouse
09.2020 - 12.2021

Senior Customer Care Professional – US Market

American Express International (AMEX)
03.2018 - 06.2020

Team Lead / Contact Center Specialist

American International Group Shared Services (AIGSS)
06.2012 - 07.2015

Registered Medical Technologist - undefined

Board of Medical Technology, PRC

Medical Technology

Manila Central University

KEY TRAINING

  • Coaching for Peak Performance | DDI
  • Communication for Leadership Success | DDI
  • Diet Six Sigma (Process Improvement)
MAUREEN LACANARIA