Nathaniel Uy
Customer Success Manager
Puerto Princesa
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Customer Success Manager
Crossover for Work
10.2021 - 03.2023
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues and helping the sales team with upsells and renewals.
Customer Experience Representative
Crossover Inc
06.2019 - 10.2021
- Interacts with customers via telephone and email to provide support and information on products or services.
- Fields customer questions and complaints; when the issue is beyond the representatives knowledge, forwards to the assigned specialist or other appropriate staff.
- Ensures that appropriate actions are taken to resolve customers problems and concerns.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
COACH (SUPERVISOR)
Sitel Philippines
06.2016 - 07.2019
- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
- Monitors or reviews calls or other correspondence between representatives and customers.
- Ensures that representatives are informed about changes to company products and services.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares monthly reports summarizing the assigned customer service teams performance.
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Operations Manager or other appropriate staff
Customer Service Representative
Sitel Philippines
Mandaluyong City
06.2014 - 10.2016
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Bachelor of Arts - Advertising Arts
University of Santo Tomas
Sampaloc, Manila 06.2004 - 03.2010
Skills
Call center operations
Timeline
Customer Success Manager
Crossover for Work
10.2021 - 03.2023
Customer Experience Representative
Crossover Inc
06.2019 - 10.2021
COACH (SUPERVISOR)
Sitel Philippines
06.2016 - 07.2019
Customer Service Representative
Sitel Philippines
06.2014 - 10.2016
Bachelor of Arts - Advertising Arts
University of Santo Tomas
06.2004 - 03.2010