Cyrill A.
Senior Operations Manager
Open to offersNew to PlatformAbout
Cyrill A. M. is a dedicated Operations, Social Media, and Customer Support professional with extensive experience spanning over 8 years in varied work settings including remote, hybrid, and on-site environments. She has a proven ability to manage business operations and develop data-driven social media strategies. At NIXPLAY, she effectively oversees customer service operations and is adept at handling high-level escalations. Previously, as a Customer Service Team Lead, Cyrill demonstrated leadership by mentoring her team and enhancing workflow processes. Her expertise extends to technical support and healthcare claims interpretation, acquired during her tenure at Hinduja Global Solutions and Teleperformance. In the realm of digital marketing, Cyrill has excelled as a Social Media Manager for THIS Engage, where she managed social content strategies across multiple platforms, demonstrating her proficiency in content management and community engagement. She also possesses significant skills in administrative support and digital marketing tools.
Experience
Customer Service Assistant Operations Manager
NIXPLAY · 2023 — PresentManage and enhance daily customer service operations in a fully remote environment, utilizing Slack and Zoom for team collaboration. Serve as the first point of contact for high-level customer escalations, solving complex operational and technical challenges. Oversee the creation, review, and publication of internal and external FAQs and Knowledge Bases to facilitate customer self-service.Customer Service Team Lead
NIXPLAY · 2020 — 2023Provided leadership and mentorship to a dedicated team of customer service professionals, ensuring performance consistently met organizational KPIs. Identified and addressed operational inefficiencies, implementing workflow improvements to boost team efficiency and enhance customer satisfaction. Supervised transaction queues and managed direct escalations while fostering a collaborative work environment.Social Media Manager
THIS ENGAGE · 2022 — 2023Developed and executed data-driven social media content strategies to improve brand visibility and engagement across various digital channels. Created visually appealing assets using Canva and managed posting schedules through platforms like Meta Business Suite and Buffer. Engaged with community members by monitoring channels, responding to inquiries promptly, and fostering positive interactions.Customer Service Technical Support
NIXPLAY · 2018 — 2020Delivered high-quality technical support to clients, ensuring quick resolution of device, software, and connectivity issues. Maintained strong customer relations by simplifying complex technical problems into clear and actionable guidance for users.Healthcare Associate
HINDUJA GLOBAL SOLUTIONS LTD · 2017 — 2018Transitioned from a Healthcare Associate focusing on Benefits and Eligibility to a Claims Interpreter Specialist within 10 months due to consistent performance. Interpreted complex healthcare claims data, ensuring accurate processing and high-quality support for customer accounts.Customer Service Expert
TELETECH · 2016 — 2016Provided exceptional customer support, effectively resolving high volumes of inquiries while achieving high customer satisfaction ratings.Technical Service Representative
TELEPERFORMANCE · 2015 — 2015Diagnosed and resolved software and hardware issues for international clients, delivering clear and actionable technical instructions.
Skills & Expertise
Education
- Computer ScienceTechnological Institute of the Philippines · 2006 — 2007
- High SchoolMarikina High School · 2002 — 2003