PROFESSIONAL SUMMARY

Detail-oriented Client Success and CRM professional with 10+ years of client communication experience across high-volume BPO environments and hands-on CRM system management. Proven ability to manage multiple client accounts simultaneously, maintain meticulous CRM data hygiene, follow structured SOPs, and proactively monitor KPIs to identify at-risk accounts and drive client satisfaction. Experienced in building and documenting end-to-end client workflows, onboarding systems, and follow-up sequences. Skilled at translating client goals into actionable processes, coordinating across teams, and maintaining accurate account records. Trained in GoHighLevel CRM automation and pipeline management. Highly organized, self-directed remote professional committed to low client attrition, proactive problem-solving, and continuous professional growth.

CORE COMPETENCIES

Client Retention & Satisfaction | Account Management | CRM Data Hygiene & Maintenance | Client Onboarding & First-90-Day Monitoring | Structured Check-Ins & Proactive Communication | At-Risk Account Identification & Escalation | KPI Monitoring & Performance Tracking | SOP Compliance & Process Documentation | Remote Multi-Client Portfolio Management | Team Coaching & Performance Support | Timesheet Review & Billing Accuracy | Upsell Opportunity Identification | Workflow Automation & CRM Pipeline Configuration | Cross-Functional Coordination | Data Accuracy & Quality Assurance

PROFESSIONAL EXPERIENCE

Client Success & CRM Operations Specialist

The Conversion Ward™ – Freelance/Self-Employed | January 2024 – Present | Remote

Manage end-to-end client accounts, CRM systems, and automated workflows for coaching, dental, SaaS, and service-industry clients. Responsible for client onboarding, ongoing satisfaction monitoring, account documentation, and proactive communication to ensure retention and growth.

• Manage multiple client accounts simultaneously, serving as the primary point of contact for project status, system health, and ongoing needs

• Conduct structured check-ins with clients to assess satisfaction, surface concerns early, and build action plans for at-risk accounts

• Configure and maintain CRM pipelines, contact segmentation, and tag-based systems to ensure accurate, up-to-date client and lead data

• Monitor workflow and campaign KPIs, identify performance drops, and implement optimization improvements to meet client goals

• Design and execute onboarding workflows for new client accounts, including first-90-day milestone tracking and follow-up sequences

• Identify upsell opportunities by evaluating client usage patterns and recommending additional automation or funnel services

• Document all client interactions, SOPs, automation blueprints, and process notes for accurate account records and team handoff

• Collaborate directly with clients to translate evolving business goals into updated CRM configurations and workflow adjustments

Key Client Projects:

• BrightSmile Dental – Managed full account build including quiz funnel with 5-question segmentation logic across 3 customer journey paths, 6 workflows with 40+ automation touchpoints, segmented email sequences, and appointment booking system

• Meridian Minds – Delivered automated booking funnel with lead qualification system and multi-tag workflow tracking student interest levels

• Built reusable workflow library including Lead Capture & Qualification, 7-Touchpoint Appointment Reminder, No-Show Re-engagement, Post-Consultation Sales Close, and Long-Term Nurture campaigns

Business Owner & Operations Manager

Jellicious Frappe | 2023 – 2026 | Montalban, Philippines

• Managed end-to-end customer journey workflows, operational SOPs, and team coordination across remote and on-site staff

• Coached and guided team members on performance expectations, customer service standards, and daily task execution

• Tracked performance metrics and implemented data-driven optimizations to improve conversion and client satisfaction outcomes

• Handled billing reconciliation, timesheet tracking, and operational cost reviews to maintain financial accuracy

Client Communication & Verification Specialist

BPO Industry (Sterling Talent Solutions, Crowdrecruit, Convergys, Genpact, Aegis People Support) | 2010 – 2022 | Philippines

• Managed high-volume client communication workflows across financial services, tech support, and background verification industries over 10+ years

• Maintained strict KPI performance in accuracy, resolution time, and client satisfaction in both remote and office environments

• Proactively identified and escalated at-risk cases, ensuring timely resolution and client retention

• Mentored junior team members on process adherence, quality standards, and client handling best practices

• Developed deep expertise in data accuracy, issue troubleshooting, and account documentation — directly transferable to CRM account management and client success roles

• Notable roles: Verification Specialist at Sterling Talent Solutions (2016–2020), Verification Analyst at Crowdrecruit (2021–2022)

TOOLS & TECHNICAL PROFICIENCY

• CRM & Automation: GoHighLevel (Advanced – Workflows, Pipelines, CRM, Funnels, Calendars, Email/SMS Campaigns, Snapshots)

• Project & Task Management: Notion, Trello, Google Workspace

• Design & Content: Canva, Figma, Relume.io

• Currently expanding: Third-party integrations, Zapier/Make workflow connections, and advanced CRM reporting