Service Manager | Client Success & Account Management

Verified

$10/hr

Message Bookmark

Outline

Looking for Full-Time work (10 hours/day) at $10/hour

Bachelor's Degree

English proficiency Native

Professional Summary

Results-driven Service Management & Customer Experience professional with 15+ years of experience in telecommunications, enterprise service delivery, customer operations, and stakeholder management. Extensive experience serving as the primary point of contact for enterprise and small business customers, managing service escalations, coordinating cross-functional teams, and driving resolution of service-impacting incidents.

Skilled in service performance monitoring, incident and problem management, customer experience analytics, SLA compliance, reporting, and continuous service improvement. Proven ability to collaborate with technical, operational, product, and business teams to identify service issues, conduct trend analysis, recommend process improvements, and enhance customer satisfaction.

Let’s connect if you’re looking for someone who delivers measurable results and genuinely cares about client outcomes!

Skills & Experience

Skills

Office and Administration > Data Analytics > Tableau 2-5 Years

Office and Administration > Power BI 2-5 Years

Office and Administration > Stakeholder Management 5-10 Years

Account Management 5-10 Years

Servicenow 2-5 Years

Root cause analysis 5-10 Years

Service Management 5-10 Years

Customer Success 10+ Years

Cost Estimate > Microsoft Excel 5-10 Years

Incident Management 5-10 Years

CRM > Salesforce 2-5 Years

Business communication 10+ Years

Customer service > Sales Representative > Customer Support 10+ Years

Microsoft Teams 5-10 Years

Office and Administration > Admin Data Processing > SAP 2-5 Years

Experience highlights

Service Manager

Telstra International Philippines Inc. · January/2023 – Present

Served as the SPOC for enterprise customers, managing post-sales service delivery, escalations, and service-impacting issues. Conducted service reviews, coordinated cross-functional resolution of recurring concerns, and provided operational reports and insights to support customer satisfaction and continuous service improvement.

ECH Hypercare Equinix Lead - South Asia / Business Administrator

Telstra International Philippines Inc. · January/2021 – Present

Coordinated service delivery across internal teams, regional (APAC, EMEA, AMER) stakeholders, partner vendors, and global data centers to ensure timely operations, resolve challenges, and improve workflows while maintaining audit-ready documentation and compliance.

Customer Support Specialist

Telstra International Philippines Inc. · January/2015 – Present

Managed small business customer inquiries involving billing, MACD (Moves, Adds, Changes, and Disconnects), Level 1 technical support, and credit management, consistently achieving 90%+ First Contact Resolution and positive NPS results while contributing feedback to improve services and operations.

Customer Service Representative

Ttec (Teletech) · January/2012 – Present

Managed high-volume business customer inquiries, investigated and resolved service complaints, coordinated with internal teams to identify root causes, and provided tailored product and service solutions to improve customer satisfaction and optimize service utilization.

English Proficiency Coach

Edubox in Philippines Inc. · January/2010 – Present

Delivered English lessons tailored to students’ coursework, assessed vocabulary and reading comprehension, provided progress reports, and facilitated conversational practice to improve speaking skills and fluency.

Contact Details Are Private

Create a free employer account to post a job and review applicants. Upgrade to message talent or view contact details.

Create Free Account

Create a free account

Create a free employer account to post a job and review applicants.

Create Free Account

Already have an account? Log In