ROXANNE V. JIMENIA
Client Success Specialist
San Mateo
Summary
Customer-focused and results-driven professional with 8 years of experience in client relationship management, onboarding, and customer retention. Seeking a Customer Success Manager role to leverage my strengths in building long-term client relationships, driving product adoption, and ensuring high levels of customer satisfaction.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
1
1
Certificate
Work History
Customer Success Manager
Flatplanet Philippines Inc
03.2023 - Current
- Lead new client onboarding, ensuring smooth implementation and early product adoption
- Analyze customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Help shape customer-focused proc
- Act as the main point of contact for customer accounts, managing escalations and inquiries, while contributing to process improvements that enhanced the overall customer journey.
- Monitor customer health scores and proactively addressed risks to reduce churn
- Work closely with product, marketing, and support teams to deliver customer feedback and drive feature enhancements
- Assist customers with onboarding and product setup to foster successful adoption and usage.
- Manage a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conduct regular account reviews to assess progress and strategize future growth opportunities for clients.
Billing and Claims Specialist
Flatplanet Philippines Inc
03.2023 - Current
- Review and process insurance claims submitted by clients or policyholders.
- Evaluate the details of each claim, including the evidence and documentation provided.
- Ensure that claims are complete, accurate, and submitted in accordance with company policies and procedures.
- Investigate and resolve any discrepancies or issues related to claims.
- Communicate with clients, insurance companies, or other the carriers to gather necessary information and provide updates on claim status.
- Make decisions on claim approvals or denials based on policy coverage and evidence.
- Maintain accurate records of all claims, including correspondence, evidence, and decisions made.
- Ensure all claims handling processes comply with relevant laws, regulations, and industry standards. (Ombudsman, Australian Competition and Consumer Commission, Fair Trading Australia)
- Ensure that surcharges are accurately applied to customer invoices based on established terms and conditions.
- Reconcile billing records to ensure that surcharges are applied correctly and that customer accounts are accurate.
- Communicate with customers regarding the surcharges applied to their bills, providing clear explanations and justifications.
- Help customers to dispute billing charges to the carrier.
- Investigate and resolve any discrepancies between invoices, payments, and account records.
- Maintain detailed records of surcharges applied, including the reasons for each surcharge and the applicable policies.
- Serve as the primary point of contact for clients regarding their accounts, addressing questions about disabled account, failed payment and resolving issues.
Advisor
Concentrix
05.2022 - 09.2022
- Company Overview: Offers built-in car security system for General Motors vehicle owners in Canada and the USA.
- Activate vehicles to ensure that members are covered and secured while driving.
- Offers built-in car security system for General Motors vehicle owners in Canada and the USA.
Senior Customer Services Executive Tier 2. – Subject Matter Expert
Probe Group Philippines
08.2018 - 05.2022
- Serves liaisons between the agent and supervisor for process related issue.
- Go to people for assistance and up-to-date information on a specialty, policies, processes, quality, marketing programs.
- Assisting newly hired agents/consultant that will be endorse to the operations.
- Doing call listening, side by side and evaluating calls to ensure process are followed by the agents.
- Doing coaching to the agents.
- Trained for all LOB of Toll (Pick up, Left card and Deliveries).
- Providing an update to the customer via email, call and SMS.
- Process end to end investigations. (lodging enquiry, chasing updates from depot).
- Following point of escalation to aid the investigations.
Advisor
Concentrix
08.2016 - 12.2017
- Providing roadside assistance Account Activation Card top-up.
Customer Service Representative
Sykes Asia Incorporated
08.2015 - 07.2016
- Telecommunication Account Effectively field complaints about telephone service, wireless reception, dial-up Internet connectivity, and billing issues.
- Conduct research into connectivity problems or billing errors to resolve issues.
- Acquire thorough knowledge of the company's services and products to make a good first impression on the potential customer.
- Handled complaints.
Telemarketer
Callbest Outsourcing Services Inc
10.2012 - 08.2015
- Conduct sales and marketing calls and knowledge of sales techniques.
- Recommends the product to the customer based on their needs.
- Takes detailed call notes and records any feedback.
- Keeps contact and financial information confidential.
- Exceeds quarterly sales.
Education
Bachelor of Arts - Philosophy, Minor in Psychology
Polytechnic University of the Philippines
01.2010 - 01.2012
Skills
Customer service
Certification
I hereby certify that the above information is true and correct to the best of my knowledge and belief and I withhold nothing that will affect my employment with this company.
Timeline
Customer Success Manager
Flatplanet Philippines Inc
03.2023 - Current
Billing and Claims Specialist
Flatplanet Philippines Inc
03.2023 - Current
Advisor
Concentrix
05.2022 - 09.2022
Senior Customer Services Executive Tier 2. – Subject Matter Expert
Probe Group Philippines
08.2018 - 05.2022
Advisor
Concentrix
08.2016 - 12.2017
Customer Service Representative
Sykes Asia Incorporated
08.2015 - 07.2016
Telemarketer
Callbest Outsourcing Services Inc
10.2012 - 08.2015
Bachelor of Arts - Philosophy, Minor in Psychology
Polytechnic University of the Philippines
01.2010 - 01.2012
Employment References
- Marcel Roman Binsol
Team Manager - Flatplanet Philippines Inc
+63 917 717 0918
carlobinsol18@gmail.com
- Ryan Ramos
Flatplanet Supervisor
+63 917 704 9293
- Adlyn Datur
Senior Technical Consultant
+63 921 513 3950
adlyn.basco@gmail.com
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