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Nathalie R. — Mid-Level Customer Success Team Lead from Philippines

Nathalie R.

Mid-Level Customer Success Team Lead

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

Nathalie R. is an accomplished Customer Success Professional with significant experience at Far Out Solutions LLC, Florida. She's excelled in multiple roles, including Account Management and Customer Service. From January 2024, Nathalie serves as a Team Lead for the Customer Success Department, where she leads a team of eleven representatives, managing client inquiries, handling escalated tickets, and ensuring all client needs are met. Previously, she led another team of four on the Cushwake account, focusing on customer success transitions and reporting. Nathalie also has experience in human resources management, having been an HR Manager responsible for recruitment and payroll computation. Her academic background includes a BSBA in Human Resources Management from the Polytechnic University of the Philippines. Fluent in English and Filipino, she brings strong communication skills to her roles. Her proficiency in managing Autotask and customer relations is a testament to her commitment to client satisfaction.

Experience

  • Team Lead - Customer Success Department

    Far Out Solutions LLC · 2024 — Present
    Lead and support a team of eleven representatives managing customer inquiries, client onboarding and offboarding, along with conducting quarterly business reviews. Address escalated tickets, invoice disputes, and inquiries, while overseeing daily team performance and submitting reports to the Customer Success Director.

  • Team Lead- Customer Success (Cushwake Account)

    Far Out Solutions LLC · 2022 — 2023
    Managed a team of four customer success representatives for a specific client portfolio. Addressed escalated tickets and inquiries related to invoices. Monitored team performance daily and reported to the Operations Director.

  • Research Analyst

    Zintro (Freelance Work) · 2021 — 2022
    Conducted headhunting for potential experts for various projects by initiating contact through email and LinkedIn. Performed research to identify suitable candidates.

  • Recruitment Assistant

    Dualta Doherty (Part Time) · 2021 — 2022
    Assisted in recruiting candidates for blue-collar positions within the construction sector.

  • HR Manager

    Far Out Solutions LLC · 2018 — 2019
    Oversaw the hiring process for both US-based and offshore employees and managed applicant scheduling. Handled payroll computations for offshore contractors and developed policies and standard operating procedures. Facilitated new employee orientation and training sessions.

  • Administrative Assistant

    Far Out Solutions LLC · 2018 — 2018
    Handled ticket creation and monitoring processes for clients based in New York and Las Vegas. Supported the administrative team by managing the admin queue, assisting with client quote inquiries, and contacting clients regarding overdue invoices.

  • General VA

    Watters Realty International · 2018 — 2018
    Responsible for data entry tasks and KPI monitoring for all agents within the organization.

Skills & Expertise

Account ManagementCustomer ServiceHR Generalist

Education

  • BSBA Major in Human Resources Management
    Polytechnic University of the Philippines · 2009 — 2013

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