RIO SIMBULAN
Customer Success and Support
Apalit,PAM
Summary
Dedicated Customer Service and Success professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service
Dialpad Inc
San Francisco, CA
10.2019 - Current
- Managed over 50 customer inquiries over chats, email or calls. Making sure that customers query are answered in timely manner.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Provided excellent customer service with utmost urgency and proficiency
- Coordinated with different channels and department to resolve customer issues. Reach out to appropriate teams to gather information and resolution.
- Followed up with customers about resolved issues to maintain high standards of customer service
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating
- Provided primary customer support to internal and external customers
- Updated account information to maintain customer records
Account Manager
ITD Cloud Services
TAMPA, FL
01.2019 - 03.2019
- Data entry and account management for all customers and new leads
- Closely coordinated with the Accountant to ensure all changes/adjustments in billing and payroll are carried out accordingly
- Updated CRM and spreadsheets for proper documentation and making sure customer accounts are properly labeled
- Keep track of all new sales and re-sellers information. Managed 10000+ customer and leads information and data in Salesforce
- Auditing and checking data to make sure correct all the contractors are paid properly and on time
- Introduced new processes to improve data analysis
- Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction
Customer Success Specialist
Time Doctor
Las Vegas, NV
02.2018 - 01.2019
- Worked directly with customers to enhance their overall user experience and point of contact between the company and customer
- Interfaces with Operations, Quality, Development, and Sales Team to effectively resolve customer escalations or in establishing cross-functional strategy
- Directly interfaced with senior leaders from customer organizations
- Investigates and resolves problems and customer requests
- Maintains categorization of incoming customer communications and tracks resolution process
- Delivered timely reports to support Customers, Sales, Operations, and Senior Leadership as required
- Monitored Customer Health in terms of satisfaction and expansion with the service
- Created Trouble Tickets in JIRA for any customer related issues, work with the Quality team on testing and reproducing the issue.
- Trained and onboarded 1000+ users during site visits
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Collected and analyzed customer information to prepare product or service reports
- Processed customer adjustments to maintain financial accounts
- Answered product and service questions, suggesting other offerings to attract potential customers
- Offered advice and assistance to customers, paying attention to special needs or wants
- Updated account information to maintain customer records
- Responded to customer requests for products, services and company information
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback
Customer Success Manager
ITD Cloud Services
Tampa , FL
02.2018 - 07.2018
- Handle a team of 6 appointment setters and sales agents
- Coach and provide real-time feedback to agents to make sure they are following set of guidelines and process
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Call listening session with the Sales Manager and Daily Team Appointment/Sales
- Weekly read out and huddle session with the management team
- Called customers to follow up on existing leads and closed sales made by the team
- Prepared quotations and contract request to different service providers to provide to the customer
- Updated Salesforce on current status of existing leads and distribution of leads to the team
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
Customer Service, Team Lead
Iqor Philippines
Angeles City, PAM
07.2017 - 10.2017
- Coached and provided real time feedback to team members on a daily basis to a team 18 agents
- Calibration and call listening session with the Quality Team for process alignment
- Call listening session with individual members and team to enhance customer experience
- Handled escalated and supervisor calls
- Analyzed team and individual performance to identify challenges and roadblocks
- Daily Team Huddles and Meeting to cascade updates and feedback
- Call listening session, live, barged or side by side with the agents on a daily basis
- Reports generation and Analysis to track team performance and trends on a daily, weekly and monthly basis.
- Managed schedules, accepted time off requests and found coverage for short shifts
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills
Telstra Customer and Technical Support
Convergys Philippines Services Corporation
Quezon City, 00
01.2015 - 06.2017
- Managed and coached a team of 21 agents. Provided real time feedback to team members on a daily basis
- Facilitate daily and weekly Team huddles for updates and feedback
- Call listening and calibration session to enhance Customer Experience
- Handled escalated calls and Proactively call customers back as Recovery Effort
- Generated and analyzed reports on a daily basis to improve performance and trends
- Analyzed individual performance of team members and motivate them to perform better
- Up-training and continuous team member’s talent development
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Collaborated with team members to achieve target results
- Developed and maintained courteous and effective working relationships
Team Lead
Convergys Philippines Services Corporation, AT&T Uverse Technical
Makati City, 00
12.2012 - 12.2014
- Managed and coached a team of 18 agents.
- Set and executed action plans to achieve maximum performance to achieve goals
- Responsible for improving the team and facilitating the communication among the members of the team
- Performed the task s of monitoring, organizing, coaching team on a daily basis
- Handled escalated calls, complaints, questions, queries as required
- Generated and analyzed reports on performance and targets
- Conducted training and continually develop talents of direct reports
- Participated in cross-functional team-building activities
- Trained new team members by relaying information on company procedures
Subject Matter Expert
Convergys Philippines Services Corporation, AT&T Uverse Technical
Makati City, 00
01.2011 - 12.2012
- Floor walk and provide real time support to Transition Production agents
- Created training materials for updates and up training
- Conducted training for refresher for focus agents
- Prepared KPI read out deck for assigned Metric
- Handled Tier 1 and escalated calls
- Designed and prepared reports, studies and related documentation
- Monitored and tracked agents progress to identify improvement opportunities
Technical Support Representative
Convergys Philippines Services Corporation, AT&T Uverse Technical Support
Makati City, 00
11.2008 - 01.2011
- Handle inbound Tier 1 calls
- Upsell and offer package upgrade
- Resolve technical concerns with utmost professionalism
- Resolved diverse range of technical issues across multiple systems and applications for customers
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Submitted service tickets for service maintenance requests
- Identified potential sales and cross-selling opportunities and informed supervisor
- Responded promptly to incoming sales leads and requests for technical support
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
Customer Service Representative
Tele Tech Customer Care Management, T-Mobile Flexpay
San Fernando, PAM
04.2008 - 09.2008
- Manage and receives inbound calls
- Provides customer service and sales
- Handle inbound calls with utmost professionalism
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Answered product and service questions, suggesting other offerings to attract potential customers
Branch Sales Consultant
CitiFinancial Corporation, J Reynolds Direct Sales
San Fernando, PAM
03.2005 - 02.2008
- Managed and evaluated operational processes and procedures to offer retail lending products and services
- Targeted and engaged potential customers in market by building relationships and creating value propositions with impact
- Maximized contributions by maintaining current understanding of basic products and services
- Identified prospecting approaches to discover potential customers and create opportunities to sell financial solutions and ideas
- Met with clients to determine financial objectives by doing sales calls
- Identified customer financial service needs to prepare proposals and sell services
Education
BSE - Social Sciences
Bulacan State University
Malolos, BUL 06.2000 - 03.2001
AB - Economics
New Era University
Quezon City, 00 06.1995 - 03.1999
Skills
Proficient in MS Office (Word, Excel, Power point)undefined
Timeline
Customer Service
Dialpad Inc
10.2019 - Current
Account Manager
ITD Cloud Services
01.2019 - 03.2019
Customer Success Specialist
Time Doctor
02.2018 - 01.2019
Customer Success Manager
ITD Cloud Services
02.2018 - 07.2018
Customer Service, Team Lead
Iqor Philippines
07.2017 - 10.2017
Telstra Customer and Technical Support
Convergys Philippines Services Corporation
01.2015 - 06.2017
Team Lead
Convergys Philippines Services Corporation, AT&T Uverse Technical
12.2012 - 12.2014
Subject Matter Expert
Convergys Philippines Services Corporation, AT&T Uverse Technical
01.2011 - 12.2012
Technical Support Representative
Convergys Philippines Services Corporation, AT&T Uverse Technical Support
11.2008 - 01.2011
Customer Service Representative
Tele Tech Customer Care Management, T-Mobile Flexpay
04.2008 - 09.2008
Branch Sales Consultant
CitiFinancial Corporation, J Reynolds Direct Sales
03.2005 - 02.2008
BSE - Social Sciences
Bulacan State University
06.2000 - 03.2001
AB - Economics
New Era University
06.1995 - 03.1999
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