Calabarzon, Philippines
I’m a results-driven professional who loves turning big ideas into practical results. With a strong background in customer service, project management and organizational development, I focus on creating meaningful impact through smart strategy, collaboration, and execution. I’m passionate about solving complex problems, leading teams with empathy, and driving growth through data, creativity, and continuous improvement. Whether it’s launching a new initiative or optimizing an existing process, I’m all about making things work better — for people and for business. Always open to connecting with like-minded professionals and exploring new ways to create value and drive change.
Yext (NYSE: YEXT) is the leading digital presence platform for multi-location brands, with thousands of customers worldwide. With one central platform, brands can seamlessly deliver consistent, accurate, and engaging experiences and meaningfully connect with customers anywhere in the digital world. Yext’s AI and machine learning technology powers the knowledge behind every customer engagement, automates workflows at scale, and delivers actionable cross-channel insights that enable data-driven decisions. From SEO and websites to social media and reputation management, Yext enables brands to turn their digital presence into a differentiator.
Hearsay's Client Engagement Platform empowers distributed financial services teams to authentically and intelligently engage with customers to build and grow relationships through compliant social media, texting and local websites. - Implemented automations that improved customer experience and saved 200+ agent-hours/month - Maintained 98%+ customer satisfaction rating consistently since Jan 2020 - Tripled PH team size in 3 years, with 25% promoted internally—driving sustainable growth - Migrated & scaled the Customer Advocacy team in 4 months, boosting productivity by 41% in year one - Built scalable framework for Mid-Market onboarding, cutting implementation time by 40% - Achieved 15–20% higher employee engagement scores in PH vs. other regions since 2020 - Reduce 50% ticket volume by rolling out AI-chatbot targetting specific ticket categories
Oversee day to day operations, paying attention to areas in need of improvement. Coach and train team members and ensure they are fully capable and understand their duties and succeed. Assign tasks to operational team based on individual employee talents. Monitor progress of special projects, ensuring work is completed correctly and on schedule. Design and improve processes for new and exist-ing partners. Manage escalations and customer feedbacks.
Provided 2nd level support through financial markets data and application troubleshooting, application bugs, and feature requests triage with Engineering, data analysis, complex excel sheet creation. Point of escalation and subject matter expert supporting 250+ global frontline executives. 2nd level specialization on Equity and Fixed Income, Contribution, Feeds and Infrastructure, Product Application, Excel, and VBA.
Co-managed 12 Customer Service Executives and worked closely with the Team Manager to ensure that individual and team Key Performance Indicators (KPI’s) are achieved/exceeded. Provided advanced level support to internal and external clients via phone, e-mail, and chat.
Resolved complex problems, improve operations, and provided exceptional service. Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Created support documentation that empowered and enabled the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team.