Ana Karla Pingkian
Client Success Manager at Phoenix Virtual Solutions- Claim this Profile
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Bio
Credentials
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Avoiding New Manager Mistakes
LinkedInAug, 2022- Sep, 2024 -
Developing Adaptable Employees
LinkedInAug, 2022- Sep, 2024 -
Developing Adaptable Managers
LinkedInAug, 2022- Sep, 2024 -
Habits for Becoming Your Most Effective Self
LinkedInAug, 2022- Sep, 2024 -
Rewarding Employee Performance
LinkedInAug, 2022- Sep, 2024 -
Avoiding Common Pitfalls in Customer Success Management
LinkedInJul, 2022- Sep, 2024 -
Best Practices for New People Leaders
LinkedInJul, 2022- Sep, 2024 -
Communication Foundations
LinkedInJul, 2022- Sep, 2024 -
Creating a Connection Culture
Linkedin LearningJul, 2022- Sep, 2024 -
Developing a Critical Thinking Mindset
LinkedInJul, 2022- Sep, 2024 -
Effective Listening
Linkedin LearningJul, 2022- Sep, 2024 -
Essential Lessons for First-Time Managers
LinkedInJul, 2022- Sep, 2024 -
Having Difficult Conversations: A Guide for Managers
LinkedInJul, 2022- Sep, 2024 -
How to Be an Effective Remote Manager
LinkedInJul, 2022- Sep, 2024 -
Improving Your Leadership Communications
LinkedInJul, 2022- Sep, 2024 -
Leadership Tips, Tactics and Advice
LinkedInJul, 2022- Sep, 2024 -
Leadership through Feedback
LinkedInJul, 2022- Sep, 2024 -
Management Excellence at Microsoft: Model, Coach, Care
LinkedInJul, 2022- Sep, 2024 -
Managing Skills for Remote Leaders
LinkedInJul, 2022- Sep, 2024 -
Onboarding and Adoption Best Practices for Customer Success Management
LinkedInJul, 2022- Sep, 2024 -
Strategic Planning Foundations
LinkedInJul, 2022- Sep, 2024 -
Value Realization Best Practices for Customer Success Management
LinkedInJul, 2022- Sep, 2024 -
Leadership Foundations
Linkedin LearningMar, 2022- Sep, 2024 -
The Complete Communication Skills Master Class for Life
Udemy: Online CoursesFeb, 2022- Sep, 2024 -
The Complete Communication Skills Master Class for Life
Udemy: Online CoursesFeb, 2022- Sep, 2024 -
H21: Electronic Healthcare Records (updated), Plain & Simple
UdemyJan, 2022- Sep, 2024 -
Customer Service Mastery: Delight Every Customer
UdemyDec, 2021- Sep, 2024 -
HIPAA Privacy Training
OSHAcademy Safety and Health TrainingDec, 2021- Sep, 2024 -
S.M.A.R.T. Goals Masterclass: The Complete Certified Course
UdemyDec, 2021- Sep, 2024 -
American Chamber of Commerce
The American Chamber of Commerce of the Philippines, Inc.Jan, 2021- Sep, 2024 -
British Chamber of Commerce Philippines
British Chamber of Commerce PhilippinesJan, 2021- Sep, 2024
Experience
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Phoenix Virtual Solutions
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United States
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Outsourcing/Offshoring
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1 - 100 Employee
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Client Success Manager
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Nov 2021 - Present
Managing long-term Client relationships and focused on welfare of the individual contributors to ensure client's success with their outputs.Phoenix Virtual Solutions is a leading offshore staffing company for healthcare providers, medical facilities, and management companies. We specialize in providing professional virtual staffing and solutions to the United States and Australian healthcare industries. Managing long-term Client relationships and focused on welfare of the individual contributors to ensure client's success with their outputs.Phoenix Virtual Solutions is a leading offshore staffing company for healthcare providers, medical facilities, and management companies. We specialize in providing professional virtual staffing and solutions to the United States and Australian healthcare industries.
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Phoenix VS LLC
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United States
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Account Manager
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Jan 2022 - Present
Act as client advocates and work with internal departments to ensure that client needs are understood and satisfied. Assist with hiring, managing staff, handling client complaints, analyzing productivity and improving the overall customer experience.Phoenix VS LLC is a leading offshore staffing company for healthcare providers, medical facilities, and management companies. We specialize in providing professional virtual staffing and solutions to the United States and Australian healthcare industries.
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Cognizant
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Uzbekistan
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Education
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1 - 100 Employee
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Team Lead - Shopping Platform
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Oct 2020 - Oct 2021
Manage 17 FTEs for a blended channel (email, chat and phone) Merchant Support for the biggest Search Engine. Support each agent to improve performance metrics and manage behavior issues. Provide plans and ideas for Process Improvement to the client. Manage 17 FTEs for a blended channel (email, chat and phone) Merchant Support for the biggest Search Engine. Support each agent to improve performance metrics and manage behavior issues. Provide plans and ideas for Process Improvement to the client.
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Infosys BPM
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India
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IT Services and IT Consulting
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700 & Above Employee
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Team Lead - Multiple LOBs (Tech Support, CS and Collections)
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Nov 2009 - Jul 2020
Handled 3 accounts between Nov 2009 to July 2020 these were Telco VOIP Technical Support (15 to 20 reps), Telco Collections (10 reps) and Telco VOIP Tech Support (10 reps, 1 intern TL and 1 intern Trainer) and B2B Credit and Collections for a Music App (Global Team 20 FTEs and 1 intern TL).Applied different coaching approach tailor fit with the person assigned per LOB. Ensure that the goals are met consistently by the team and support people in improving their output in order to progress.
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IBM Daksh
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India
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Consumer Services
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1 - 100 Employee
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Senior Customer Service Representative
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Apr 2005 - Nov 2009
Serve as a CSR for Mobile TeleCom in the US. Tasks includes assisting customers with billing query, basic troubleshooting of mobile phones and mobile internet connections, upsells, activation of mobile phones and account, assist customers in processing bill payments, collections and setting up payment arrangement. Serve as a CSR for Mobile TeleCom in the US. Tasks includes assisting customers with billing query, basic troubleshooting of mobile phones and mobile internet connections, upsells, activation of mobile phones and account, assist customers in processing bill payments, collections and setting up payment arrangement.
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Education
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2001 - 2005
Centro Escolar University
AB Mass Communication Major in Broadcasting, Communication and Media Studies
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