Pearl Bautista

Pearl Bautista Customer Success Manager Detail-orientated Customer Success Manager, adept at making critical decisions, managing deadlines and conducting team reviews. Utilises superior communication skills to build meaningful, trusting relationships that exceed client demands. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements. -- Laguna, Philippines 4026 Professional Experience GoHire | Customer Success Manager 05/2021 to 07/2023 Skills Market research expertise Customer demographics understanding Technical skills Instructing clients Recruitment management Computer system knowledge Exceptional communicator Attention to detail Personal Resilience Technical writing Key responsibilities: Wrote copy for advertisements, email communications and media used in advertising. Monitored consumer patterns, anticipating changes and maintaining marketing strategy relevance in a dynamic landscape. Developed research strategies to assess market demand for new offerings. Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention. Coordinated with the Sales and Product Departments in providing report analysis of trends in customer behaviour and user experience every three months. Conducted demos and support training calls for clients. Salesoverdrive | Back Office Specialist 10/2019 to 09/2020 Key responsibilities: Established and maintained a back office system for storing new and existing client profiles. Retrieved and checked client medical files to respond to internal and external information requests. Transcribed content from legal hearings and interviews, typing with meticulous accuracy and precision to deliver verbatim results. Closemoresales.co| General Virtual Assistant 08/2019 to 09/2020 Key responsibilities: Sourced, optimised and uploaded new content and images. Analysed consumer behaviours to develop targeted engagement strategies for increased brand awareness. Planned and implemented integrated search, display and video campaigns on platforms. Designed an array of high-quality, on-brand graphics using Canva. Trainings & Awards Pearl Bautista Professional Experience Concentrix | Senior Technical Support 06/2016 to 06/2019 Filipino Virtual Assistants Academy February 2021 E-commerce Course MyOutdesk September 18-20, 2019 General Admin Virtual Assistant Virgin Media Inbound, Top Sales Agent (2012) - SITEL Phils. Out Performer Of The Year (2013) - 24/7, Inc. Senior Recruitment Training (2015) - PSG Global Solutions, Inc. Top Performer Of The Year -) Concentrix, Inc. Education Background University of Perpetual Help – JONELTA UNDERGRADUATE IN HOTEL AND RESTAURANT MANAGEMENT SY 2007 – 2009 Character References Owen Hollins | GoHire | Growth Manager-Jean Amogues | Concentrix | Recruitment Specialist- Key responsibilities: Handles escalation calls from Tier 1 to Tier 3 advisors. Provides troubleshooting steps, set up in-store appointments, and deal with customer complaints regarding Apple Stores and Apple Service Providers. Assists new members of the account as their mentor, side-byside call monitoring, and floor support. PSG Global Solutions, Inc. | Senior Recruiter 09/2015 to 05/2016 Key responsibilities: As a Talent Acquisition, I have an in-depth knowledge of candidate sourcing and database management. I focus on different industries including Manufacturing, Life Sciences, IT, Healthcare Staffing, and Engineering for processing and placements. My responsibilities include: Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability, and compensation requirements; documents these interviews. Involved in recruiting passive candidates, through phone calls, emails, and general relationship building. Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions. 24/7 Inc. | Technical Support Representative 02/2013 to 05/2015 Key responsibilities: Providing technical support such as Home Networking, fibre-optic issues, software support, log–in issues, and forgotten passwords. Increase the customer experience by providing information on new products, tariff rates, and services through up-selling opportunities. Provides systematic instructions on setting up modems and routers, antivirus installations, network troubleshooting issues, and provisioning modems using DOS-based systems. SITEL Philippines| Quality Sales Auditor 09/2010 to 02/2013 Key responsibilities: Tailor-fit customer’s package based on a customer’s lifestyle. Skilled in handling outbound calls for further sales to provide customers value for their money and to improve the team’s metrics. Handled admin tasks such as the end-of-day reports, queue management, and audit end-of-the-day/month sales to prevent fraudulent activities. Promoted as a Quality Sales Auditor and assigned to audit sales for three teams with 15 team members.