Alenina L.

Head of After Sales and Customer Success

a previous company · Remote · April 2025 – January 2026

• Provide strategic direction and consultation to build structured Customer Success processes and performance metrics.
• Lead and coach a growing team to deliver responsive, empathetic, and efficient support for 300–500 daily inquiries.
• Develop internal documentation, workflows, and reporting systems to improve consistency and visibility.
• Facilitate monthly coaching and upskilling sessions to elevate product knowledge and service standards.
• Collaborate with cross-functional teams to improve communication, customer feedback handling, and aftersales protocols.
• Support CRM transition planning by providing guidance on workflow alignment and user adoption.
• Streamline response and resolution processes to achieve faster turnaround times.
• Strengthen client satisfaction tracking and feedback systems to drive measurable improvement.
• Enhance team accountability through structured reporting and regular performance reviews.
• Build a culture of empathy, accountability, and growth within the Customer Success department.

Customer Service Manager

Aly. · Remote · January 2023 – April 2025

• Manage a small customer support team and ensure service levels are met.
• Manage inventory levels for 1 warehouse.
• Work with vendors and B2B partners to complete tasks.
• Manage customer replacement orders and returns.
• Handle escalations from customers.
• Create and document processes.
• Maintain online reputation on various social media platforms.
• Communicate with customers on review sites and tools.
• Respond to customer tickets using templates and free text.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Acknowledge, analyze, and resolve customer complaints.
• Know products and procedures inside and out to answer questions and solve complex cases.
• Track trends of issues and communicate to management.
• Communicate and coordinate with colleagues as necessary.
• Onboard new hires with in-depth training and explanations on operations to create smooth assimilation.
• Propose problem-solving solutions.
• Track data on Zendesk.

Customer Service Specialist

Aly. · Remote · October 2021 – April 2025

• Handle tickets on Gorgias, Freshdesk, and Zendesk.
• Handle comment moderation and private messages through Facebook and Instagram.
• Process refunds, returns, and replacements on Shopify and other third-party apps.

Customer Happiness Manager

FSPA · Remote · August 2018 – February 2025

• Manage customer tickets on Gorgias, Freshdesk, and Zendesk to ensure timely resolutions.
• Handle comment moderation and private messages on social media platforms like Facebook and Instagram.
• Process refunds, returns, and replacements on Shopify and other third-party apps.
• Generate monthly reports on returns and faulty products.

Sales Specialist

LI(IA · United Kingdom · May 2021 – January 2022

Partnerships Specialist

TAYPDLTP · May 2021 – January 2022

Virtual Assistant / Inventory Manager

BR · August 2020 – May 2021

• Manage fulfillment of orders, track FBA inventory for Amazon, monitor Shipbob fulfillment, send invoices for Chewy wholesale orders, and provide weekly reporting.
• Develop efficient systems to streamline inventory management processes and improve order fulfillment accuracy.
• Implement strategies to optimize inventory levels, reduce shipping times, and enhance customer satisfaction.

Virtual Assistant

SE · Online · January 2011 – May 2021

General VA

SBV · April 2019 – January 2020

• Provide customer service.
• Manage email.
• Perform admin tasks.

General Amazon VA

AVL · Online · February 2018 – June 2019

• Provide customer service (emails, refunds, replacements, checking reviews, keyword ranking).
• Manage inventory and shipping.

Sales Associate

a previous company · Online · October 2015 – April 2019

• Generate leads through Salesforce, conduct customer outreach, and prequalify sales leads.
• Assist in presentations, follow up with clients to understand their pain points, and review the company's website.
• Develop strong skills in lead generation, customer relationship management, and presentation delivery.

Project Manager

GI · Online · September 2017 – March 2018

• Manage email.
• Manage calendar.
• Manage client relationships.
• Provide customer service.

Project Coordinator

YPO · Online · June 2013 – March 2017

• Manage project timelines and ensure team members complete tasks on time and accurately.
• Oversee reputation management and implement social media marketing strategies on various platforms.
• Lead team members to ensure project success and handle ad hoc tasks efficiently.

Recruitment Sourcing Specialist

Cli. · County Dublin, Ireland · August 2016 – November 2016

• Provide a vital link between clients and candidates using sales, business development, marketing techniques, and networking to attract business from client companies.
• Visit clients to build and develop relationships.
• Develop a good understanding of client companies, their industry, what they do, plus their work culture and environment.
• Advertise vacancies by drafting and placing adverts in a range of media, for example newspapers, websites, magazines.
• Use social media to advertise positions, attract candidates, and build relationships with candidates and employers.
• Identify and approach suitable candidates who may already be in work.
• Use candidate databases to match the right person to the client's vacancy.
• Receive and review applications, manage interviews and tests, and create a shortlist of candidates for the client.
• Request references and check the suitability of applicants before submitting their details.
• Brief the candidate about the responsibilities, salary, and benefits of the job in question.
• Prepare CVs and correspondence to forward to clients regarding suitable applicants.
• Organize interviews for candidates as requested by the client.
• Inform candidates about the results of their interviews.

Researcher

PM · Remote · June 2014 – September 2015

• Research and update banking events in the ASEAN region.
• Monitor and update ads in trimedia (newsprint, digital and tv).
• Report and send summary every week.

Lead Generation

RC · Online · January 2013 – May 2014

• Perform scraping, data mining, data farming, and lead generation.

Virtual Assistant

HJA · Online · March 2013 – January 2014

• Manage project timelines to ensure timely completion and delivery of tasks.
• Execute social media marketing strategies to increase brand visibility and engagement.
• Provide transcription services for accurate documentation of meetings and interviews.
• Create engaging PowerPoint presentations for effective communication with clients and stakeholders.

Online Tutor

RJP · Online · October 2010 – March 2013

• Work as Online English Tutor for Rarejob.com.

Independent Market Researcher

RG · Online · February 2012 – December 2012

• Work as researcher/interviewer for RG selling surveys with 16 valid surveys per day; reach a quota of 20 average valid sales per day.

Telemarketer

OC · November 2011 – June 2012

• Lead a team of 13 agents at OC, handling 3 new accounts simultaneously in appointment setting and sales accounts in Australia.
• Achieve an average of 25–30 valid surveys per day for Empyreal Energy campaign, surpassing the target of 16 surveys per day.
• Develop strong leadership and communication skills while working remotely.

Store Supervisor - Admin

TV · Region XI - Davao, Philippines · April 2010 – January 2011

• Manage store accounts and cashiers, ensuring accurate pricing updates and promotions.
• Oversee sales reports and quotas, provide coaching for employee improvement.
• Create sales presentations to enhance customer communication and drive sales.
• Maintain low employee turnover rates by ensuring satisfaction with management.

Sr. HR Assistant

SGS · Region XI - Davao, Philippines · November 2008 – July 2009

• Conduct New Hire Orientation weekly for new hires.
• Oversee new hires' completion of their pre-employment requirements.
• Submit and maintain database for government mandatory benefits to their respective agencies and ensure timely submission.
• Oversee new hires bank account payroll opening.
• Manage the first 180 days of employees and employee engagement.
• Oversee all company events—whether company initiated or client specific—and ensure budget is on time and at minimal cost without sacrificing the outcome.

Customer Service Representative

Sit. · NCR - National Capital Region, Philippines · March 2008 – March 2009

• Serve as consistent top agent for a Retail Store account.
• Act as OIC when supervisor/team lead is away.

Channel Sales Manager

TM · Region VII - Central Visayas, Philippines · July 2005 – March 2006

• Lead client and business development.
• Maintain and expand relationship with channel partners.
• Achieve and surpass monthly, quarterly, and yearly goals.

Technical Support

APSP · Region VII - Central Visayas, Philippines · March 2004 – December 2004

• Serve on pioneering team.
• Listen, analyze, troubleshoot, and resolve technical issues for voice, internet, or data installation and connection issues.

Product Manager

MMS · Region VII - Central Visayas, Philippines · January 2003 – March 2004

• Create buy-in for the product vision both internally and with key external partners.
• Scope and prioritize activities based on business and customer impact.
• Drive product launches including working with public relations team, executives, and other product management team members.
• Evaluate promotional plans to ensure consistency with product line strategy and effective message delivery.
• Conduct seminars and dealers night to build awareness and achieve target sales.
• Represent the company by visiting customers to solicit feedback on company products and services.
• Successfully launch the PLDT promo (bundle desktop computer and dial up connection for businesses).