Benjamin R.
Mid-Level Customer Success Manager
Open to offersNew to PlatformAbout
Benjamin C. is a seasoned professional with extensive experience in customer success, technical support, and dispute resolution across the business process outsourcing (BPO), e-commerce, and telecommunications sectors. At Concentrix Srev Philippines, Inc., he serves as a Renewal Success Manager, leading customer onboarding, managing post-sale implementations, and driving retention through quarterly business reviews and proactive issue resolution. With prior roles at Shopee Philippines, Inc. as a Senior Analyst specializing in disputes, returns, and refunds, Benjamin utilized data analysis and critical decision-making to resolve escalations efficiently. His technical support tenure at CSS Corporations, ALORICA, and Transcom centered on delivering prompt solutions and surpassing sales quotas. Benjamin's strengths include customer service, technical support, and leveraging Microsoft Office tools, grounded by a B.S. in Industrial Engineering from Polytechnic University of the Philippines.
Experience
Customer Success Manager | Renewals | Retention Specialist | Sales Development
Concentrix Srev Philippines, Inc · 2022 — PresentEngage regularly with key customers to build strong relationships and discern their needs. Plan and conduct post-sale onboarding processes to ensure smooth transitions and successful implementations. Collaborate with customers to set implementation goals and develop detailed roadmaps. Provide routine reporting on adoption and retention metrics to keep customers well-informed. Lead quarterly business reviews with customers to evaluate progress and tackle concerns or opportunities for enhancement. Identify challenges in adoption proactively and work with peers and partners to create effective solutions, minimizing impacts on timelines. Manage customer issues and escalations, ensuring timely resolution to uphold customer satisfaction.Senior Analyst | Disputes | Return and Refunds Escalations
Shopee Philippines, Inc. · 2020 — 2022Manage and resolve disputes through chat and email communication. Analyze and gather pertinent data while interpreting evidence from both customers and sellers. Identify patterns and trends within the data analysis. Make critical decisions regarding dispute outcomes and approve refunds or compensations for buyers and sellers when warranted.Technical Support Engineer
CSS Corporations ICT Services · 2020 — 2021Provided technical support to clients, resolving complex technical issues to ensure minimal downtime. Documented support cases for improved knowledge sharing and service consistency.Escalations Coordinator/CSR Lead AT&T (WBS-Account Services/EaaVPN MACD)
West Contact Services (Now ALORICA) · 2018 — 2020Oversaw escalations and addressed high-priority challenges to enhance customer satisfaction. Developed effective sales strategies that helped surpass sales quotas.Technical Support Specialists (COMCAST)
West Contact Services (Now ALORICA) · 2015 — 2018Delivered exceptional technical support to clients while generating new business through effective sales strategies. Consistently exceeded sales quotas by applying thorough product knowledge.Technical Support Specialists (COMCAST)
Transcom Worldwide, Inc. · 2014 — 2015Provided technical support to clients and helped drive new business through tailored sales approaches. Met and surpassed sales quotas regularly by leveraging strong product expertise.Customer Service Representative
EGS APAC (Now ALORICA) · 2012 — 2013Enhanced customer return rates through excellent service delivery. Identified and capitalized on sales opportunities while boosting customer retention rates. Maintained financial goals on a quarterly and annual basis by delivering superior customer care.
Skills & Expertise
Education
- Bachelor of Science in Industrial EngineeringPolytechnic University of the Philippines · 1986 — 1988
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