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Catherine D. — Mid-Level Customer Success Manager from Philippines

Catherine D.

Mid-Level Customer Success Manager

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

Catherine D. is a customer-focused professional with over five years of experience in the business process outsourcing industry, specializing in technical account management and enterprise systems. As a Customer Solutions Manager at Sutherland, she managed customer portfolios, led technical escalation handling, and collaborated with engineering and product teams to implement system-level solutions and optimize workflows. Her previous roles included managing user access control and supporting system security compliance. Catherine brings hands-on expertise in diagnosing and resolving API and system issues, as well as conducting thorough technical troubleshooting. She is currently expanding her enterprise knowledge through SAP training at Accenture, focusing on end-to-end business processes and technical documentation for large-scale environments.

Experience

  • Customer Solutions Manager

    Sutherland · 2020 — 2025
    Oversaw a portfolio of customer accounts, serving as the main contact for technical inquiries, issue resolution, and service-related concerns. Acted as the lead for escalated technical issues, ensuring they were addressed promptly to maintain customer satisfaction. Partnered with product and engineering teams to troubleshoot system problems and devise long-term strategies. Identified recurring customer issues, contributing to process improvements that advanced service efficiency. Kept thorough documentation of customer interactions, issues, and resolutions to aid in process optimization.

  • Login Administrator

    Sutherland · 2018 — 2019
    Oversaw user roles, permissions, and access controls, while ensuring adherence to security policies. Conducted system audits and risk assessments to proactively identify vulnerabilities and mitigate potential access issues. Handled authentication processes, efficiently resolving login and account-related concerns.

  • Technical Support Specialist

    Sutherland · 2018 — 2018
    Identified and resolved system and network-related issues, aiming to reduce service disruptions for customers. Delivered real-time technical support, ensuring consistent follow-up on customer inquiries. Maintained a high level of service quality and responsiveness in a dynamic support environment.

Skills & Expertise

Photoshop Expert

Education

  • Bachelor of Science in Information Technology
    Mapua Malayan Digital College · 2022 — Present

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