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
Complaint resolution
Professional telephone demeanor
Documentation and reporting
Account management
Call center customer service
Team building and leadership
Human resources team leadership
Coaching
Root cause identification
Root Cause Analysis
Data analysis
MS Excel
Google Workspace
Google Docs
Salesforce knowledge
Computer systems knowledge
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