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Apple J. — Senior Account Management and Customer Support Specialist from Philippines

Apple J.

Senior Account Management and Customer Support Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

Apple J. is a seasoned Account Management and Customer Support Specialist with over 7 years of experience centered around enhancing customer retention and optimizing support workflows in BPO and enterprise tech sectors. Currently, she manages a portfolio of client accounts at Emapta, delivering exceptional service through versatile communication channels including phone, email, and chat. She leverages her expertise in tools like Zendesk, Salesforce, and SAP to maintain CRM data integrity, facilitate trend analysis, and lead debt collection efforts. Previously, with Juniper Networks, she excelled as a multi-channel support specialist, improving customer education and logistics coordination. Her tenure at OpenText saw her managing 45 daily support tickets with a 96% customer satisfaction rate. Apple also has significant experience as a team lead and service desk professional, where her meticulous attention to technical details led to a top 10% performance ranking.

Experience

  • Account Management Specialist

    EMAPTA · 2023 — Present
    Manage a portfolio of client accounts and provide customer service through phone, email, and chat. Address support tickets in Zendesk, facilitating timely resolutions and appropriate escalations to Technical Support or Developer teams. Conduct debt collection and follow-ups on billing by sending monthly reminders to clients. Identify cross-selling and upselling opportunities during customer conversations. Maintain accurate records of customer interactions, transactions, and complaints in the CRM system. Offer management insights into customer trends and recurring issues to drive process improvements. Oversee account access management via Zendesk, Dashboard, Hubspot, and Atlassian systems.

  • CS Specialist 2

    Juniper Networks · 2021 — 2023
    Provided front-line support through multiple channels for internal and external customers, addressing non-technical inquiries. Educated customers on Juniper's policies, procedures, and product logistics to decrease repeat inquiries. Coordinated logistics for service delivery, dispatching products globally. Clarified customer requests to resolve service issues by finding optimal solutions and ensuring follow-up until issues were fully resolved. Partnered with Global Departments on initiatives to enhance processes and reduce average resolution time. Fostered sustainable relationships with customers through proactive communication.

  • Team Lead

    Digital Spring Marketing · 2020 — 2021
    Supervised customer support operations, ensuring high-quality service for clients while managing a team.

  • Sr. Customer Support

    OpenText Philippines · 2017 — 2020
    Handled an average of 45 customer tickets daily using various communication platforms, upholding a high customer satisfaction rating. Addressed access and permission issues for enterprise clients to guarantee secure portal access. Worked with Renewals and Licensing teams to confirm product entitlements, minimizing billing disputes. Managed ticket triage based on SLA agreements and directed complex technical problems to engineering teams. Documented common issues for knowledge base articles to facilitate self-service resolutions. Led a team of support agents, consistently exceeding KPIs related to customer satisfaction and handle time.

  • Billing and Sales

    IBEX Global · 2013 — 2014
    Handled billing disputes and customer interactions, maintaining high-quality assurance scores and reducing repeat billing issues through proactive updates.

  • Customer Support

    WNS Philippines · 2012 — 2013
    Delivered exceptional customer service while assisting clients with technical and billing issues.

  • Sr. Travel Consultant

    Aegis People Support · 2010 — 2012
    Facilitated end-to-end travel bookings, addressing customer complaints and ensuring compliance with internal processes while meeting performance targets.

  • Billing and Sales

    Access Worldwide
    Managed billing disputes while ensuring high customer satisfaction and maintaining quality assurance standards in daily interactions.

Skills & Expertise

Customer Service and Admin SupportCustomer ServiceCustomer SupportAccount Management

Education

  • Bachelor of Science in Hotel and Restaurant Management
    Pamantasan Lungsod ng Pasig