Meryl J.
Mid-Level Fintech Customer Success Manager
Open to offersNew to PlatformAbout
Meryl J. is a seasoned Customer Support and Customer Success professional with over five years of experience in the fintech, e-commerce, and travel industries. Based in Cavite, Philippines, she has demonstrated expertise in delivering exceptional chat, email, and voice support while efficiently managing escalations and ensuring high customer satisfaction. Meryl has a proven track record in team leadership, coaching, onboarding, and KPI-driven performance improvement. At Royal Caribbean Group, she provided critical inbound support for cruise bookings and vacation planning, excelling in her role as a Resolution Agent. Previously, she served as a Team Lead at TTEC, where she led a team supporting a global digital banking platform, enhancing team productivity and engagement. Additionally, Meryl excelled as a Subject Matter Expert at TTEC, specializing in chat support for banking transactions. She holds a Bachelor of Science in Hospitality Tourism Management from the University of Perpetual Help System – Biñan.
Experience
Customer Support / Resolution Agent
Royal Caribbean Group · 2022 — 2023Provided inbound support for cruise bookings and onboard services while assisting customers with vacation planning. Addressed complex escalations as a Resolution Agent and mentored team members on product knowledge and best practices.Team Lead (Revolut – Fintech Account)
TTEC – Sta. Rosa, Philippines · 2021 — 2022Oversaw a team dedicated to a global digital banking platform, while monitoring KPIs and performance metrics on a daily basis. Conducted coaching sessions and performance reviews to enhance team results and addressed concerns to boost engagement.Chat Support / Subject Matter Expert (SME)
TTEC – Sta. Rosa, Philippines · 2019 — 2021Delivered chat support for banking transactions and app issues, while being recognized as SME within three months for strong performance. Trained and onboarded new hires and performed quality audits to ensure compliance with service standards.Customer Support Representative
DoorDash · 2018 — 2019Handled chat, email, and phone support for customer inquiries. Efficiently resolved issues while maintaining high customer satisfaction and consistently met KPIs related to quality and response time.Admission Attendant
Enchanted Kingdom Inc. · 2017 — 2018Managed admissions and guest flow during busy operations, providing accurate information and ensuring compliance with policies while fostering a professional atmosphere.
Skills & Expertise
Education
- Bachelor of Science in Hospitality Tourism ManagementUniversity of Perpetual Help System – Biñan
Interested in this professional?
Sign in as an employer to save this profile or invite Meryl J. to a job.
Sign in as an employer