Mannylyn Catapang

MANNYLYN CATAPANG Customer Success Specialist Highly motivated Customer Success Specialist with over 8 years of experience driving customer adoption, retention, and growth. Proven ability to build strong relationships, identify customer needs, and deliver strategic solutions that exceed expectations. - www.linkedin.com/in/mandycatapang Batangas City, Philipppines (- EDUCATION Associate Degree in Computer Systems Design and Programming Information and Industrial Institute of Technology 06/2003 - 05/2005 Batangas City, PH WORK EXPERIENCE Customer Success Manager Radian Jeans 04/20 - Present Responsibilities: Remote Utilize Gorgias, a prominent omnichannel helpdesk platform, to proficiently handle all customer inquiries spanning email, chat, and social media channels. Work collaboratively with the fulfillment manager to enhance order processing efficiency and resolve shipping-related issues. Demonstrate a thorough comprehension of online store policies and procedures to deliver consistent and precise information to customers. Gather customer feedback to pinpoint areas for enhancement and contribute to refining the online shopping experience. Employ investigative ability to resolve chargeback disputes on Shopify and PayPal, ensuring transparent communication with clients and financial institutions. Conduct comprehensive product training and provide navigation support to new team members during the onboarding process. Product Support Associate Teachable 07/2023 - 10/2023 Responsibilities: Remote Supervised customer inquiries related to Teachable's platform functionalities, including course creation, student management, financial transactions, and promotional tools. Fostered positive relationships with content creators through proficient email and chat communications. Assessed customer feedback and collaborated across departments to improve the creator experience. Recognized the need for customized technical support and directed such requests to the relevant internal teams. Stayed up-to-date of the newest features and platform functionalities to deliver accurate and informed assistance. Teammate TaskUs 03/2023 - 06/2023 Responsibilities: Remote Provided customers with transparent and precise billing information, offering detailed explanations of charges, billing cycles, and any pricing adjustments. Identified and resolved a range of technical issues related to streaming playback, device compatibility, and platform accessibility. Demonstrated active listening skills to empathize with member frustrations and establish rapport, creating a conducive atmosphere for effective issue resolution. Aided members in password resets, subscription modifications, and profile maintenance. Delivered guidance to members on best practices for account security to mitigate potential security risks. Collaborated with various teams, such as L2 technical support and DVD, to escalate intricate issues and ensure prompt resolutions. Customer Service Specialist Football Titan 07/2022 - 02/2023 Responsibilities: Remote Diligently managed customer inquiries through email and live chat, addressing a wide range of topics such as order specifics, product details, shipping updates, and returns. Delivered accurate and up-to-date information on football kits, player jerseys, team merchandise, and promotional initiatives by leveraging comprehensive product knowledge. Fostered productive relationships with internal partners, including suppliers and brand proprietors, to enhance order processing efficiency, oversee shipments, and resolve logistical challenges promptly. Analyzed customer feedback meticulously to identify trends and areas requiring enhancement, contributing to the optimization of customer service protocols. Upheld brand standards and performance metrics rigorously, prioritizing customer satisfaction and upholding the brand's reputation. Customer Service Specialist West & Willow 12/2022- 01/2023 Responsibilities: Remote Proficiently addressed customer inquiries via email and live chat, resolving issues related to orders, product customization, artwork, digital downloads, and shipping. Provided detailed insights on product options, customization features, design processes, and delivery schedules, leveraging in-depth knowledge of print-on-demand services. Cultivated positive customer relationships by offering friendly and supportive assistance, fostering trust and bolstering the brand's reputation. Engaged in collaborative efforts with internal departments like design and production to clarify customer needs, resolve artwork queries, and guarantee the timely provision of premium pet portraits. Virtual Assistant Kacy Shea Nutrition 04/2021 - 06/2022 Remote Responsibilities: Improved communication efficiency, accountability, and workload organization through the utilization of Asana. Efficiently managed client appointments and communications using the Healthie application. Crafted engaging and visually appealing content and graphics for the client's lead magnets, e-books, and social media platforms. Student Advocate Chegg Inc. 09/2019 - 07/2022 Responsibilities: Remote Handled a wide range of inquiries related to Chegg services, subscriptions, and academic topics. Aided students in troubleshooting technical problems, overcoming access issues, and tackling academic hurdles. Examined student feedback to pinpoint opportunities for improvement within our support system. Developed educational resources such as articles and FAQs to empower students to address challenges autonomously. Optimized processes for textbook returns and refunds to provide students with a smooth experience. Escalated intricate issues to senior management as needed. Customer Support Specialist Atlasonix 09/2019 - 07/2020 Responsibilities: Remote Oversaw and supervised orders on Facebook and Amazon Seller Central, emphasizing precise and prompt delivery for both Fulfilled by Merchant (FBM) and Fulfilled by Amazon (FBA) orders. Supported customers in understanding product advertisements and promotions to facilitate wellinformed purchasing choices. Tracked customer orders and offered necessary follow-up assistance. Engaged with brand proprietors through Zoom and WhatsApp to synchronize promotions and remain updated on new product releases. Directed any inquiries or challenges exceeding my scope of expertise to leadership for resolution. Customer Success Specialist Inner Art World Sneaker Brand 03/2020 - 05/2020 Responsibilities: Remote Guaranteed customer satisfaction by communicating accurate order details through email, social media, and live chat platforms. Assisted customers throughout the entire purchasing process, oversaw shipping, returns, and exchanges. Politely and effectively directed queries beyond my expertise to the appropriate department. Social Media Manager and Virtual Assistant Thriver Lifestyle 02/2019 - 05/2020 Remote Responsibilities: Implemented various strategies to improve the visibility of my clients' brands or products through careful analysis and research tailored to the targeted audience and platform. Crafted exceptional YouTube scripts, paying attention to every detail and striving to engage the target audience. Supervised the technical aspects of webinars and live events to guarantee smooth and uninterrupted execution. Teammate TaskUs 08/2017 - 11/2017 Responsibilities: Batangas City, PH Provided exceptional customer support to riders and drivers via email and live chat while ensuring a smooth and efficient journey. Rectified inquiries related to trip bookings, cancellations, account management, payment issues, and app functionality. Investigated complaints, identified solutions, and ensured rider and driver satisfaction. Addressed safety concerns promptly and professionally, upholding company safety protocols to ensure a secure environment for riders and drivers. Escalated complex issues to relevant internal teams (e.g., safety/security) for further investigation and resolution. Technical Support Specialist Sykes 12/2016 - 01/2017 Responsibilities: BGC Taguig, PH Delivered exceptional technical support to a global audience, resolving inquiries and troubleshooting issues across various platforms and services. Diagnosed and resolved technical issues related to Google products and services (e.g., Gmail account recovery, bootloader issues of Pixel and Chromebook devices, etc.). Empowered customers with self-service options to manage accounts effortlessly and tackled common issues to save time for a callback. Escalated complex and out-of-scope issues to a different team for optimal resolution. Billing and Sales Representative L2 Teleperformance 12/2015 - 06/2016 Responsibilities: Parañaque, PH Responded to inquiries promptly, delivering personalized assistance over the phone. Provided comprehensive explanations of billing matters and shared tips to prevent unexpected charges. Employed up-sell and cross-selling techniques to present the product’s remarkable features, advantages, and benefits to customers, allowing them to utilize their service. Escalated out-of-scope topics to leadership and other departments, ensuring swift resolutions. Customer Support - Technical Alorica 07/2014 - 05/2015 Lipa City, PH Responsibilities: Addressed customer inquiries via phone, email, and live chat, prioritizing efficient resolution and fostering positive interactions. Provided clear and concise technical guidance tailored to user skill levels, ensuring comprehension and successful resolution of technical issues. Delivered exceptional support to users, troubleshooting and resolving a wide range of internet access, email, software, and account-related issues. Maintained a deep understanding of products and services through ongoing training and technical documentation, ensuring accurate and up-to-date information for customer assistance. Provisioning Advisor Convergys 01/2014 - 06/2014 Makati City, PH Responsibilities: Assisted customers with setting up and configuring their GPS devices, guaranteeing a smooth and hassle-free experience. Maintained an accurate record of customer interactions in a CRM system, ensuring that all requirements were met. Educated customers on how to use the 3-button system, sharing valuable tips to help them get the most out of their GPS. Coordinated with technical experts and other departments to resolve complex issues promptly. Technical Support Representative [24/7].ai 06/2013 - 12/2013 Makati City, PH Responsibilities: Effectively resolved a range of internet connectivity issues, such as slow browsing, intermittent syncing, and browsing-related syncing problems. Coordinated structured technical site visits to identify and rectify offline modem malfunctions and intricate scenarios requiring on-site assistance. Conducted follow-up communications with customers to confirm the successful resolution of prior technical issues and provided continued support as needed. Customer Support Associate Makati City, PH IBM Daksh 05/2012 - 05/2013 Responsibilities: Managed customer inquiries via phone, providing clear explanations on billing and offering guidance to prevent unexpected charges. Oversaw processes for buybacks, trade-ins, new orders, and market transfers, including updating contact details. Identified unique customer needs, suggested personalized solutions, explained the benefits of different service plans and devices, and efficiently closed sales. Referred complex issues beyond personal expertise to the relevant team or supervisor. SKILLS Project Management Communication Skills Customer Relationship Management Technical Skills Leadership Skills Customer Service Adaptability Problem-Solving Skills REFERENCES ALYSSA LIBO AHMED MALIK Teachable, Product Support Team Lead (-- Radian Jeans, Founder & Former CEO (-- BONNIE BRAGDON ROMEO FANO JR. Radian Jeans, Brand Owner & CEO- Former BPO Colleague (+49)--