Client Success Manager, Rocket StationClient Success Manager, Rocket Station

Key Achievements:

As a Client Success Manager (CSM), I am responsible for building strong, long-term client relationships by ensuring successful onboarding, ongoing value realization, and alignment between client goals and company solutions. I act as a trusted advisor, proactively managing accounts to drive satisfaction, retention, and growth. Key Responsibilities • Client Onboarding & Account Transitions Conduct structured handoff meetings to ensure smooth transitions from sales or implementation teams. Establish a clear understanding of client objectives, success metrics, timelines, and expectations. Ensure all stakeholders are aligned on deliverables, communication plans, and support processes. Ongoing Client Engagement & Relationship Management Maintain regular check-ins with clients to review progress, gather feedback, and address concerns. Monitor client health and product usage to support adoption and maximize value. Serve as a trusted point of contact, fostering strong relationships across client stakeholders. Issue Management & Escalations Act as the primary point of contact for client escalations. Coordinate with internal teams (operations, product, support, and leadership) to resolve issues efficiently. Communicate clearly with clients throughout issue resolution to ensure transparency and confidence. Business Reviews & Strategic Alignment Lead regular business review meetings to discuss performance metrics, results, insights, and ROI. Present recommendations and best practices aligned with client goals and business objectives. Collaborate with clients on future planning, roadmap alignment, and growth opportunities. Growth & Upsell Enablement Identify upsell and cross-sell opportunities based on client needs, usage trends, and business goals. Recommend appropriate solutions that enhance client outcomes and drive additional value. Partner with sales and internal teams to support expansion opportunities while maintaining client trust. Internal Collaboration & Advocacy Act as the voice of the client internally, ensuring feedback is shared with relevant teams. Contribute to process improvements by identifying recurring client challenges and solution gaps. Support continuous improvement initiatives to enhance overall client experience.

Key Achievements:

Assistant Manager – Operations I EXL Service | Life Insurance (US Client) As an Assistant Manager, I was responsible for managing end-to-end operational performance for a US-based Life Insurance campaign. The role combined people leadership, process governance, client engagement, and performance management, ensuring service excellence, regulatory compliance, and achievement of business objectives. Key Responsibilities • Team Leadership & People Management Managed a team of 15–25 Customer Service Executives, ensuring consistent performance, quality, and adherence to company and client standards. Conducted regular coaching, mentoring, and performance feedback sessions to improve productivity and skill development. Supported hiring, onboarding, training, and readiness of new joiners to meet campaign requirements. Operational Oversight & Performance Management Monitored daily transactions and service delivery across policy servicing, customer inquiries, and backend insurance processes. Tracked and analyzed SLAs, KPIs, productivity, quality, and compliance metrics, taking corrective actions when performance deviated from targets. Identified process gaps and implemented corrective actions, root-cause analysis, and continuous improvement initiatives to enhance efficiency and accuracy. Quality, Compliance & Risk Management Ensured strict adherence to US Life Insurance regulations, client policies, data privacy standards, and internal compliance requirements. Partnered with Quality and Compliance teams to address audit findings, reduce errors, and mitigate operational risks. Reinforced process discipline through SOP adherence, refresher trainings, and regular policy updates. Client Engagement & Business Reviews Actively engaged with US-based clients during business review meetings to discuss performance, trends, challenges, and improvement plans. Prepared and presented detailed reports on SLAs, KPIs, quality scores, volumes, and operational insights. Collaborated with client stakeholders on process enhancements, change requests, and implementation of new initiatives. Stakeholder Collaboration & Communication Worked closely with internal teams such as Training, Quality, Workforce Management, IT, and Compliance to ensure seamless operations. Served as an escalation point for complex customer issues, process exceptions, and operational challenges. Maintained clear communication between leadership, clients, and frontline teams to ensure alignment and accountability. Process Improvement & Business Support Drove productivity and cost-efficiency initiatives through workflow optimization and best-practice sharing. Supported transition and stabilization of new processes or policy changes introduced by the client. Contributed to continuous improvement programs aimed at enhancing customer experience and client satisfaction.

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Assistant Manager – Operations I EXL Service Philippines Inc. | Healthcare – Provider Services (US Client) As an Assistant Manager, I was responsible for leading operational delivery for a US-based Healthcare Provider Services campaign, ensuring high-quality support to healthcare providers while maintaining strict compliance with regulatory and client requirements. The role combined people management, performance governance, client engagement, and process improvement to drive service excellence. Key Responsibilities • Team Leadership & People Management Managed a team of 15–25 Provider Service Executives, ensuring consistent performance, quality, and adherence to company and client standards. Conducted regular coaching, performance reviews, and development sessions to enhance agent capability and engagement. Supported workforce planning, onboarding, training, and readiness of new hires to meet operational demands. Operational Management & Service Delivery Oversaw daily provider service transactions, including eligibility and benefits inquiries, claims status, authorizations, provider enrollment, and contract-related support. Monitored real-time and historical performance against SLAs, KPIs, productivity, quality, and turnaround time metrics. Implemented corrective actions, action plans, and process improvements to address performance gaps and volume fluctuations. Quality, Compliance & Regulatory Adherence Ensured compliance with US healthcare regulations, including HIPAA, PHI handling, and client-specific policies. Partnered with Quality and Compliance teams to manage audits, address findings, and reduce error rates. Reinforced data security, documentation accuracy, and SOP adherence through ongoing monitoring and refresher trainings. Client Engagement & Business Reviews Actively engaged with US-based healthcare clients during business review meetings to discuss operational performance, trends, risks, and improvement initiatives. Prepared and presented detailed reports covering SLAs, KPIs, quality scores, provider experience metrics, and operational insights. Collaborated with client stakeholders on process enhancements, workflow changes, and implementation of new requirements or regulatory updates. Escalation Management & Stakeholder Coordination Served as an escalation point for complex provider issues, high-impact cases, and operational challenges. Coordinated with internal support teams such as Training, Quality, Workforce Management, IT, and Compliance to ensure timely issue resolution. Maintained transparent communication with clients and leadership on risks, dependencies, and mitigation plans. Process Improvement & Continuous Improvement Led root-cause analysis for recurring provider issues and operational defects. Drove efficiency and quality improvements through workflow optimization, knowledge updates, and best-practice sharing. Supported transitions, stabilizations, and rollouts of new provider service processes and tools.

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Customer Service Associate– Telecommunications I Concentrix | AT&T (US-Based Client) As a Customer Service Representative supporting the AT&T telecommunications campaign, I delivered high-quality customer support while also driving revenue through effective upselling and cross-selling. The role required balancing high-volume call handling, customer satisfaction, and sales performance in a fast-paced call center environment. Key Responsibilities • Inbound Call Handling & Order Processing Answered high-volume inbound calls from AT&T customers efficiently and professionally. Completed customer orders accurately, including service activations, plan changes, upgrades, and account modifications. Documented all customer interactions and transactions in accordance with company and client standards. Product & Service Support Responded to customer inquiries regarding AT&T products and services, including wireless, internet, and bundled offerings. Explained pricing, features, billing details, and service options clearly to support informed customer decisions. Maintained strong knowledge of current promotions, policies, and system tools. Upselling & Revenue Generation Identified opportunities to upsell and cross-sell additional AT&T services based on customer needs. Promoted additional wireless lines for existing or new customers to support family or business plans. Sold AT&T cable and bundled services, highlighting value, promotions, and cost savings. Met individual sales and revenue targets while maintaining a customer-first approach. Customer Issue Resolution & Retention Addressed and resolved customer concerns related to billing, service issues, orders, and account management. Used effective de-escalation techniques to retain customers and reduce churn. Escalated complex issues when necessary to ensure timely resolution. Performance & Quality Compliance Managed high call volumes while meeting quality, sales, and productivity KPIs. Adhered to call handling standards, scripts, compliance requirements, and sales guidelines. Participated in coaching, quality feedback sessions, and product trainings to continuously improve performance. Customer Satisfaction & Retention Contributed to improved customer satisfaction, retention, and revenue growth through solution-oriented support and ethical selling. Maintained professionalism, empathy, and accuracy in every customer interaction.

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Customer Service Associate – Telecommunications (Billing, Collections & Technical Support) Alorica Philippines | T-Mobile (US-Based Client) As a Customer Service Representative supporting the T-Mobile telecommunications campaign, I handled customer interactions related to billing, collections, and technical support. The role required strong communication skills, accuracy in payment processing, and the ability to resolve issues efficiently while maintaining compliance and customer satisfaction. Key Responsibilities • Inbound Call Handling – Billing & Technical Support Handled inbound calls from T-Mobile customers regarding billing inquiries, account balances, and technical concerns. Assisted customers with troubleshooting basic technical issues related to mobile services, connectivity, and device functionality. Provided clear explanations of charges, usage, and service features. Billing, Payments & Collections Received and processed customer payments accurately and securely using approved systems and payment protocols. Informed customers of outstanding balances, payment deadlines, and available payment options. Educated customers on past-due accounts, payment arrangements, and reconnection processes in line with company policies. Customer Issue Resolution Provided effective solutions to resolve customer concerns related to billing disputes, service interruptions, and technical issues. Used de-escalation and negotiation skills to manage difficult conversations and encourage timely payments. Escalated complex technical or account issues to appropriate support teams when required. Compliance & Data Security Followed strict data privacy, security, and PCI compliance standards when handling customer and payment information. Ensured proper identity verification before discussing or processing account-related details. Maintained accurate documentation of all customer interactions and transactions. Performance & Quality Management Managed high call volumes while meeting KPIs related to AHT, quality, collections effectiveness, and customer satisfaction. Adhered to call flows, scripts, and client guidelines to ensure consistent service delivery. Participated in coaching sessions, quality audits, and refresher trainings to improve performance. Customer Experience & Retention Maintained a professional, empathetic, and solution-focused approach to support customer retention. Balanced collections goals with customer experience to ensure positive and compliant interactions. Contributed to improved customer satisfaction through timely issue resolution.

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Customer Support Associate – Email Support I TaskUs | Deliveroo (UK-Based Client) As a Customer Support Associate supporting Deliveroo, a UK-based food delivery service, I provided high-quality email support to customers regarding food orders, delivery concerns, and service-related inquiries. The role required strong written communication skills, problem-solving abilities, and effective coordination between customers and delivery riders to ensure timely and accurate resolutions. Key Responsibilities • Email-Based Customer Support Responded to customer inquiries via email related to food orders, delivery status, order accuracy, cancellations, and refunds. Provided clear, professional, and empathetic responses to address customer concerns and questions. Managed multiple email cases simultaneously while meeting response time and quality standards. Issue Resolution & Order Management Resolved customer issues by clarifying concerns, researching order details, and implementing appropriate solutions in line with Deliveroo policies. Handled cases involving missing items, incorrect orders, delayed deliveries, and payment-related concerns. Ensured accurate case documentation and follow-up until resolution. Customer & Rider Coordination Acted as a communication bridge between customers and delivery riders, facilitating timely updates and issue resolution. Coordinated with riders to verify delivery status, resolve order discrepancies, and support successful order completion. Ensured clear and consistent communication to minimize delays and customer dissatisfaction. Policy Compliance & Process Adherence Fulfilled customer requests in accordance with established guidelines, procedures, and service-level expectations. Maintained adherence to data privacy and information security standards. Adapted quickly to policy updates, new workflows, and process changes. Value Creation & Continuous Improvement Identified opportunities to add value by offering appropriate resolutions, alternatives, or goodwill adjustments when applicable. Contributed to a positive company reputation by maintaining professionalism and flexibility in handling new or unique customer requests. Shared insights and recurring issues with team leads to support process improvements.