Jerickson F.
Senior BPO Client Success Manager
Open to offersNew to PlatformAbout
Jerickson C. is an accomplished Client Success Manager with two decades of expertise in the BPO and customer success sectors, having held progressive roles in technical support, service desk operations, and team leadership within the Philippines. At iCXeed, Jerickson led a team of 36 remote specialists in delivering analytics, AI and automation, and process innovation solutions to 14 Australian clients, achieving a notable 40% gain in efficiency. Previous experience includes managing offshore L1/L2 technical support and implementing ITIL standards for Australian IT firms, along with tenure at Asurion and TTEC, where Jerickson facilitated performance analytics initiatives and service desk operations for global employees. Certified in Coaching and Development and trained in ITIL, Jerickson has a proven record of boosting client outcomes and operational efficiency across technology-driven environments.
Experience
Client Success Manager
iCXeed Philippines · 2025 — 2026Oversaw the Lone Wolves team comprising 36 remote specialists catering to 14 Australian clients, focusing on analytics, AI, automation, and process innovation to enhance efficiency. Facilitated collaboration among Filipino talent to assure smooth service delivery and foster long-lasting client relationships. Acted as the primary contact by utilizing email, Teams, and video calls to uphold high customer satisfaction.Team Captain
iCXeed Philippines · 2024 — 2025Initiated offshore L1 tech support for an Australian IT firm, applying ITIL standards which significantly reduced ticket response times and resolution durations. Enhanced voicemail response rates; created onboarding training and assisted team growth by introducing L1/L2 experts ahead of personal advancement.Team Coach
Asurion, Philippines · 2020 — 2024Conducted personalized coaching sessions and performance evaluations while providing real-time feedback to align team efforts with performance metrics such as NPS, CSAT, AHT, and quality standards. Fostered team morale through recognition of achievements and analyzed performance data to drive enhancements. Led meetings aimed at identifying challenges and innovating solutions.Technical Support Specialist
Asurion, Philippines · 2019 — 2020Delivered technical support for consumer electronics through phone, chat, and email while processing claims according to set guidelines. Maintained strong attendance and scored highly in call quality, achieving strong results in ACW, CSAT, and NPS metrics. Frequently chosen by supervisors to handle callbacks for complex issues or difficult customer interactions.Global Service Desk Analyst
TTEC Philippines, Inc. · 2016 — 2019Managed significant outage situations across sites while administering conference bridges for timely and organized resolution. Documented issue resolution progress and ensured all documentation met ITIL standards. Provided real-time technical support for minor issues affecting all TTEC employees worldwide and performed administrative tasks such as password resets via voice, email, and chat.Queue Support Specialist
TTEC Philippines, Inc. · 2008 — 2016Acted as a subject matter expert for agents, delivering real-time support, coaching, and training as well as updating process information. Supervised program targets including AHT and resolution rates, coordinating with IT and QA for effective problem-solving and training initiatives. Offered assistance on technical and billing inquiries to CSRs/QSS while managing escalated calls.Queue Support Specialist
TTEC Philippines, Inc. · 2006 — 2008Handled technical queries related to broadband and dial-up services, alongside account management and customer retention. Achieved recognition for attendance, call quality, low ACW, and outstanding CSAT and NPS scores, while also maintaining a high resolution rate. Frequently requested by management for involvement in callbacks for complex technical issues or challenging customer queries.
Skills & Expertise
Education
- Bachelor of Computer Science (Information Technology)STI College · 1996 — 2000
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