Product Support Enablement Manager

• Feb 2022 - Present

Customer Support Manager

• Dec 2020 - Feb 2022

- Being a team leader of Level 1 & 2 product support team located in the Philippines to ensure 24/7 support- Train, monitor, and coach Level 1 & 2 product support team- Supervise day-to-day operations of the support team; approving leaves, schedule swaps, and work from home requests- Monitor production metrics of the product support team with the aim of resolving customer issues in a timely manner.- Documenting solutions to customer issues, contribute to the knowledge base and cross-train other team members to build up functional and technical expertise for our supported applications- Develop and maintain key dashboards to be used by the Customer Success team in tracking customer management indicators (e.g. time taken to resolve issues)- Generate both quantitative and qualitative analytical reports that provide insights and areas of improvements for existing business processes- Develop and execute process improvement projects- Coordinate cross-functional processes (with Sales and Product teams) to deliver on customers’ needs, as well as following up with Product team to ensure the permanent fix is prioritized, planned, and delivered- Resolving or coordinate the resolution of issues with other internal teams or external application support team where necessary- Communicating and providing status updates on issues to business users, management team, and other stakeholders

Customer Success Operations

• Jul 2019 - Dec 2020

- Assist the VP's of Customer Success in driving the team to improve customer management, gain better performance visibility and scale team processes.- Develop and maintain key dashboards to be used by the Customer Success team in tracking customer management indicators (e.g. time taken to resolve issues)- Generate analytical reports that provide insights and areas of improvements for existing business processes- Monitor production metrics for the Customer Success team with the aim of resolving customer issues in a timely manner- Coordinate cross-functional processes (with Sales and Product teams) to deliver on customers’ needs

Product Support Analyst

• Jun 2018 - Jul 2019

- Being a team member of Level 2 production support team located across USA, Singapore, and India to ensure 24/7 production support for the APAC region.- Providing application production support for customers within USA and Asia Pacific.- Independently debugging and proposing resolution/work-around for complex production issues- Identifying errors and causes and manage resulting action items to completion- Coordinating across various teams to effectively manage production issues and product engineering requests- Responding to daily user requests, incidents and follow up on problems in a timely manner via live chat and email- Ensuring issues are reported, tracked, followed up and escalated timely- Resolving or coordinate the resolution of issues with other internal teams or external application support team where necessary- Coordinating and following up with Product team to ensure permanent fix is prioritized, planned and delivered- Communicating and providing status updates on issues to business users, management team and other stakeholders- Supporting change management process and application releases- Documenting solutions to customer issues, contribute to knowledge base and cross train other team members to build up functional and technical expertise for our supported applications

Technical Support Engineer

• Nov 2017 - May 2018

- Provide phone and online support to NetSuite Customers. The types of Customer we encounter ranges from the non-technical resources to actual in-house or third party developers.- Conduct troubleshooting of NetSuite proprietary APIs. This involves debugging actual codes created by Customers and help determine whether it is a product defect or not. - Gather details regarding Customer processes to be able to determine how we can best Support and give direction.- Participate in company initiatives promoting the growth of Product Knowledge. This will include participation with mandated internal trainings specific to the SuiteCloud Product area and general operations.- Work with other Departments such as Quality and Assurance, Professional Services, Product Management and Development, to ensure fast turnaround. This is bound by processes but all of which aims to give quality service.- Adapt to the fast paced nature of the NetSuite Cloud Based Software, for the SuiteCloud Product Area, new proprietary technologies and innovations are being pushed yearly.

Senior Client Service Delivery Analyst

• Jul 2015 - Nov 2017

• Works closely with Account Managers and Sales Executives to provide web hosting product support for clients in assigned portfolio.• Website Service Manager. Maintains/updates the content and/or code of client websites, and provides flawless execution of web hosting client requests.• Troubleshoots and facilitates the resolution of technical and data issues and/or inquiries.• Manages upcoming product migrations.• Educates and trains clients on new product features, enhancements, and industry best practices.

Specialist, Product Management Support

• Feb 2015 - Jul 2015

• Fulfill WebUI change requests that use HTML, CSS and Javascript.• Participate in Product User Acceptance Testing (UAT).• Assist in executing all marketing designs and assist in Web Development.• Worked closely with Training & Development in the Analysis phase to get a clear understanding of the training need/curriculum.• Responsible for supporting promoting internal product awareness and conduct training on product-related matters.

Remote Account Specialist (South Pacific Region)

• Aug 2011 - Jul 2015

• Root Cause Analysis – Preparation, Completion and Maintaining the Deep Dive Analysis file to ensure continuous improvement on Hotel’s internet related issues.• Provides technical specialized input to clients and the local subsidiaries whenever necessary.• Create a database and backup for various Contact Center reports.• Helps in identifying system issues and agent related concerns and collaborate with the Management to identify opportunities which will be addressed in the future training and refresher courses.• Assist SPAC team to handle client Inquiries (Hotel requests from Australia, Guam, Fiji, New Zealand and Hawaii).• Incident Rectifier – thorough investigation on client complaints that requires technical and product knowledge.

Hotel Support Associate

• Mar 2010 - Jul 2011

• Root Cause Analysis – Preparation, Completion and Maintaining the Deep Dive Analysis file to ensure continuous improvement on Hotel’s internet related issues.• Incident Rectifier – thorough investigation on client complaints that requires technical and product knowledge.• Obtains quantifiable performance data and provide critical recommendations to address Team performance issues.• Obtains quantifiable performance data and provide critical recommendations to address Team performance issues.

Technical Support Representative

• Jun 2008 - Mar 2010

• Addresses real-time enquiries about the Company’s Broadband Internet service from the hotel or guests via telephone.• Monitor and track technical issues to ensure accurate resolutions.• Cater to other requests from the subsidiaries, clients, supervisors, Quality Assurance Team, Training and Development Team, and Managers on any floor performance related data/metrics