Monalisa Roque
Summary
Results-driven Customer Success Specialist with over five years of experience in customer support and technical assistance across both technical and non-technical sectors. Proficient in managing high-volume client interactions and utilizing tools such as Zendesk and Drift to uphold quality standards and enhance client satisfaction. Expertise in analyzing client needs, customer retention, facilitating seamless project resolutions, and cultivating lasting client relationships.
Overview
5
5
years of professional experience
Work History
Customer Support
Crowdspring
12.2021 - Current
- Managed 50+ customer interactions daily with a focus on personalized, detail-oriented service, enhancing customer retention and satisfaction
- Leveraged Zendesk and in house software for efficient ticket management, coordinating requests from both clients and creatives and resolving 95% of tickets independently, covering issues from low to high severity
- Handled simultaneous live chat interactions on DRIFT, managing up to 3 active chats to ensure fast, high-quality responses
- Conducted daily reviews of designers' work to uphold quality standards and maintain client satisfaction
- Maintained 100% client satisfaction over a 4-month period by proactively monitoring projects and ensuring swift, quality resolutions
- Facilitated client consultations, ensuring effective communication and thorough problem resolution aligned with project requirements
Customer Success Specialist
MetaverseGo
10.2022 - 05.2023
- Collaborated with executive leadership, including CEOs and Product Managers, to enhance partner success and optimize service delivery of NFTs in a rapidly evolving Web 3.0 landscape
- Partnered with telecommunications game publishers (e.g., Globe), game developers, and gaming guilds to resolve technical issues, achieving a 30% reduction in response time for partner support inquiries
- Developed and implemented chatbots and integrated Zendesk features on live websites, social media platforms enhancing customer support efficiency by 25%
- Responded to partner inquiries swiftly and accurately, maintaining a 95% satisfaction rate as measured by follow-up surveys
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
Product Support Analyst
Infor
05.2021 - 11.2021
- Provided exceptional technical support to clients, including M3 Supply Chain Management, for both current and previous software releases
- Achieved and maintained a 100% Customer Satisfaction Score (CSAT) through effective communication with technical and non-technical users
- Identified and documented data errors, collaborating with the development team to address bugs and product defects using SQL scripts and JIRA
- Developed and authored knowledge base articles to enhance user understanding and streamline support processes
- Managed escalated cases, ensuring timely resolution and maintaining strong client relationships.
Client Solutions Advisor
Benchmark Datafeed, Factset
08.2019 - 05.2021
- Designed, implemented, and supported customized benchmark datafeeds for investment banks, asset management firms, and financial institutions, enhancing client-specific solutions
- Provided critical feedback to cross-functional teams (Content, Engineering, etc.) regarding bugs and issues during project implementation, facilitating timely resolutions
- Developed SQL queries and created templates tailored to client workflows, utilizing content-specific FQL/Screening codes, leading to the successful development of customized datasets
- Managed approximately 200 client requests (RDP tickets) weekly, independently resolving 90% of issues without escalation, significantly improving response times and client satisfaction
- Established and implemented standard operating procedures for root cause analysis, achieving a 100% resolution rate and enhancing overall service delivery
- Collaborated with implementation, content, and sales teams to improve product offerings, contributing to a 15% increase in client retention through enhanced service features
Education
Bachelor Degree - Information Technology
University of Asia And The Pacific
Philippines2019
Skills
- Skills: Conflict Resolution, Product knowledge, Account management, Technical Support, Client onboarding, Empathy
- Language: Fluent in English
Timeline
Customer Success Specialist
MetaverseGo
10.2022 - 05.2023
Customer Support
Crowdspring
12.2021 - Current
Product Support Analyst
Infor
05.2021 - 11.2021
Client Solutions Advisor
Benchmark Datafeed, Factset
08.2019 - 05.2021
Bachelor Degree - Information Technology
University of Asia And The Pacific
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