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Rosa L. — Mid-Level Client Relations Manager from Philippines

Rosa L.

Mid-Level Client Relations Manager

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

Rosa L. excels in Client Services and Project Management, currently serving as Client Services Lead at IQVIA since August 2025. She navigates end-to-end client relationships, developing long-term partnerships across global clinical studies. Her role encompasses overseeing project scope, scheduling, budgets, and adherence to compliance requirements. Previously, she was Client Relations Manager at Caine and Weiner, where she facilitated client onboarding and maintained satisfaction through relationship building and effective issue resolution. At LSEG, as a Customer Support Executive, she demonstrated frontline support proficiency, resolving complex customer inquiries with a keen customer focus. Her tenure at ANZ Global Services equipped her with extensive expertise in Collections, enhancing her capability in credit management and operational efficiency. With a Bachelor of Arts in Sociology from the University of Santo Tomas, Rosa has consistently driven process improvements and excelled in client satisfaction across diverse roles in her career.

Experience

  • Client Services Lead

    IQVIA · 2025 — Present
    Managed end-to-end client relationships as the primary point of contact, fostering partnerships and representing the organization in meetings. Directed project planning and execution of global clinical studies, coordinating global teams and external vendors to align with study objectives. Oversaw project scope, timelines, and budgets, ensuring compliance with service agreements. Acted as a liaison to translate business requirements into actionable plans, preparing project updates and operational reports for clients and leadership. Monitored study performance and resolved issues, while ensuring compliance with regulatory requirements. Provided protocol-level guidance and delivered training to promote consistency across study teams.

  • Client Relations Manager

    Caine and Weiner · 2024 — 2025
    Served as the main point of contact for clients, guiding them through the process and ensuring their needs were met. Provided administrative support related to worklist tracking and managed document requests and service inquiries. Ensured data integrity through effective management of CRM and file storage. Facilitated client onboarding, resolved requests efficiently, and conducted feedback check-ins to improve client satisfaction. Identified client needs and presented strategic solutions, maintaining open communication with internal teams to enhance the client experience.

  • Customer Support Executive

    LSEG (London Stock Exchange Group)/ Refinitiv Asia Pte Ltd. · 2022 — 2023
    Part of the Frontline Support Group, responsible for resolving customer inquiries of medium complexity via phone, email, and chat. Provided resolution for queries related to product functionality, content explanation, and billing issues. Tracked resolution progress and proactively updated customers on status. Logged calls in CRM (Salesforce) and applied company procedures to address customer issues effectively.

  • Collections Officer

    ANZ Global Services and Operations (Manila) · 2015 — 2022
    Engaged in credit and collections management to reduce arrears. Managed inbound and outbound calls efficiently while performing various administrative duties. Applied knowledge of billing and collections procedures to resolve discrepancies and client issues, utilizing negotiation skills to address delinquency. Participated in process improvement projects and shared knowledge with junior collectors to enhance team performance.

  • Travel Specialist

    Sitel Philippines · 2012 — 2015
    Provided customer service for the Virgin Australia Velocity Frequent Flyer Program, assisting members with flight bookings and general inquiries. Resolved complex problems and offered products to help customers achieve their travel goals. Supported promotional fares and facilitated special requests related to flight bookings.

  • Technical Support Representative

    Convergys Corp. · 2011 — 2012
    Handled software and hardware support for HP PSG consumers, addressing issues promptly through established procedures. Provided post-sales support and processed inquiries throughout the product lifecycle, maintaining high levels of customer satisfaction through proactive issue identification.

  • CRM Specialist - Account Management

    Eperformax Phils. · 2006 — 2006
    Participated in training and business strategy development for customer service representatives. Conducted quality assurance monitoring of calls and performed evaluations while providing coaching for performance improvement.

  • Customer Retentions Representative / eRep

    PeopleSupport (Phils.) Inc. · 2004 — 2006
    Served on the Experian CIC Retention account, managing customer interactions and resolving issues. Handled billing inquiries and membership services, focusing on customer retention and upselling products.

  • Customer Interaction Associate

    Ambergris Solutions Inc. · 2003 — 2003
    Processed customer requests and inquiries for Dell Computers Corp., addressing disputes and managing transactions. Collaborated with internal departments to resolve customer issues within SLA timelines.

  • Project Manager

    Evoserve, Inc./V-ecom Corp. · 2001 — 2002
    Managed web hosting renewals and oversaw project scheduling and monitoring. Conducted presentations and consultations with stakeholders to gather requirements and ensure quality assurance of completed projects.

  • Collections Officer

    Citibank N.A. · 2000 — 2000
    Managed the collection of outstanding debts, informing clients of overdue payments and negotiating payment arrangements. Addressed issues related to delinquent accounts and participated in collections strategies.

  • Training and Recruitment Assistant

    Publicis Spark Inc. · 1999 — 2000
    Conducted interviews and screenings for applicants, facilitating exams and training for new hires. Managed applicant files and coordinated fieldwork for sales promotions and events.

Skills & Expertise

Photoshop ExpertCSS ExpertAccount ManagementClinical ResearchCustomer ServiceSales

Education

  • Bachelor of Arts, Major in Sociology
    University of Santo Tomas · — — 1999
  • Secondary Education
    St. Scholastica's Academy Marikina · — — 1995

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