Metro Manila, National Capital Region, Philippines
With over 13 years of experience in customer success, account management, and service operations, I have built a career around driving client satisfaction and operational excellence in global SaaS and financial services environments. Proven ability to manage 200+ accounts, resolve complex issues, and deliver data-driven insights that support customer growth. Skilled in Salesforce, NetSuite, and cross-functional collaboration, with a track record of turning customer needs into strategic action.
Refinitiv, formerly the Financial & Risk business of Thomson Reuters, is one of the world’s largest providers of financial markets data and infrastructure. Serving more than 40,000 institutions in over 190 countries, we provide information, insights, and technology that drive innovation and performance in global markets. Our 160-year Reuters heritage of integrity enables customers to make critical decisions with confidence, while our unique open platform, best-in-class data, and cutting-edge technology bring greater opportunity to our customers. By advancing our customers, we drive progress for the entire financial community.
• Manages a team of customer service representatives to proactively respond and handle customer issues. • Coach staff to deliver superior customer service in line with global customer support guidelines. • Maintain and improve the key performance measures of the Risk Customer Service Team. • Assist the team in providing a memorable and positive customer experience. • Proactively contribute ideas to the F&R Risk management team.
• Offers advanced support for content search/explanation and Thomson Reuters Eikon product queries. • Takes ownership of complex content and functionality queries.
My responsibilities include: - Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction. - Logging and classifying all calls and requests for assistance in the customer relationship management system (Siebel). - Filter and escalate enquiries relating to other aspects of the Thomson Reuters business and handover to the appropriate department. - Manage the resolution process for customers relating to data and applications for a particular product/s. - Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction. - Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur. - Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate. - Recognize and escalate recurring problems, inferior processes or outdated procedures. - Accept additional projects or areas of responsibility that will improve the team’s performance. - Proactively contribute to the Helpdesk team and the achievement of its goals.