Aileen Resurreccion

AILEEN RESURRECCION-| - | LinkedIn ______________________________________________________________________________________________ Experienced and highly skilled client services professional with a diverse background in efficiently supporting end customers, distributors, resellers, and internal sales. Demonstrated leadership by managing a team of support specialists. Results-oriented, dependable, and dedicated to surpassing customer expectations, especially during critical periods such as month-ends and quarter-ends. Proficient in software licensing, with a continuous commitment to learning, development, and growth. Passionate about fostering a positive and inclusive work culture, driving employee engagement, maintaining knowledge and processes, and providing effective coaching. Holds a license as a financial advisor in the insurance industry. Key strengthsOrder management ✓ Managed end-to-end order processes, overseeing the journey from the receipt of purchase orders to revenue recognition. ✓ Served as the primary point of contact (POC) for assigned global accounts and partners across APAC and North America, handling client inquiries, escalations, and overseeing the streamlined execution of order processing. ✓ Responded promptly to client inquiries, collaborating with internal cross-functional teams to obtain updates on raised issues, and subsequently addressed and resolved concerns within the agreed Service Level Agreements (SLA). ✓ Collaborated with supply chain to address material shortages, manage shipment blocks, obtained necessary export control documents from clients for compliance with US export laws, and proactively tackled issues causing shipment delays. ✓ Collaborated with the finance team to facilitate the addition or removal of credit blocks for orders processed from assigned accounts. Managed credits, debits, changes in payment terms, and returns as necessary. Effectively addressed client billing and payment discrepancies by troubleshooting through SAP, utilizing CRDR processes, and initiating manual invoices as required ✓ Generated SAP reports to verify the readiness and inclusion of all processed clean orders for quarterly and year-end closing activities. ✓ Contributed to Ernst and Young audits, collaborating with the Quality Assurance (QA) team to ensure the continuous updating, maintenance, and compliance of all order processing guidelines in accordance with SOX (Sarbanes-Oxley) regulations. Account management ✓ Presented opportunities to enhance program benefits through upselling by proposing upgrades to professional-tiered subscription plans, urging clients to optimize their experience. ✓ Oversaw credit card verification processes and promptly addressed escalated issues utilizing the Stripe platform. ✓ Effectively managed and supported order fulfilment in North America and India, ensuring seamless execution during month-end and quarter-end processes. ✓ Led my team in efficiently onboarding, supporting, and educating assigned resellers on client service offerings through monthly circle back calls, webinars, and collaborative partner sync-up activities. ✓ Effectively led my team in overseeing operations to meet and exceed agreed Service Level Agreement (SLA) targets, encompassing engagement, first-touch resolution, customer satisfaction, and case productivity. Stakeholder management ✓ Collaborated seamlessly with internal teams including channel, sales, legal, and finance to successfully attain end-of-quarter and/or month-end revenue targets. Ensured that team members consistently booked compliant orders within agreed cut-off times. ✓ Collaborated closely with deal desk on intricate deals to ensure exceptional approvals were aligned with company procedures and compliance standards. ✓ Cultivated meaningful engagements with business leaders from external organizations to synchronize company processes, enabling the delivery of a seamless and superior customer experience rooted in datadriven insights and analysis. Team management ✓ Enhanced adherence to key performance indicators (KPIs) has been achieved through a structured approach encompassing various checkpoints such as bi-weekly performance monitoring, quarterly performance discussions, and communication of daily gameplan through huddles. ✓ Fostered a supportive environment and guidance through personalized 1:1 coaching session. Established a nurturing space where employees feel empowered to express themselves freely. ✓ Cultivated a culture of openness and trust by actively listening and valuing diverse perspectives that created an inclusive environment which led to productive collaboration and sparked innovative ideas within the team. ✓ ✓ Proactively engaged with employees to understand their concerns and aspirations, tailoring performance goals to align with their individual interests while upholding the company's core values. Effectively identified and escalated performance concerns to both managers and Human Resources, initiating collaborative efforts to devise and implement tailored Performance Improvement Plans (PIPs). Technical expertise Utilized the following tools from previous roles: ✓ SAP, Salesforce, Siebel, PowerBi, Qlikview, Slack, Zoom, and ServiceNow. ✓ MS Office applications such as Word, Excel, PowerPoint, and OneNote. ✓ Google Workspace, Zendesk, Notion, Loom, and Culture Amp. Employee engagement ✓ Led our organization's employee relations team, taking charge of enhancing team morale by orchestrating carefully curated activities that promoted teamwork, engagement, and a harmonious work-life balance. Data analysis and insights ✓ Delivered data-driven insights during quarterly business reviews, facilitating informed decisions, and fostering continual improvement within the organization. Sales ✓ ✓ ✓ Generates prospects through networking activities such as attending trade shows, handing out flyers, and referrals. Conduct in-person presentations with clients to explore insurance products tailored to their income and financial objectives. Develops compelling branding strategies to showcase PRU Life UK's financial products, emphasizing their benefits, advantages, and the services I offer as a financial advisor. Utilizes various social media platforms, including Facebook, Instagram, and TikTok, to effectively reach and engage the target audience. Professional Experience: Assistant Unit Manager and Licensed Financial Advisor (Part-time) Alexandrite 2 Summit Life Insurance Agency (2023 – present) | Philippines (Remote) - Holds dual licenses for variable and traditional life insurance categories. - Promotes financial literacy by tailoring PRU Life UK products to clients' unique financial goals, risk tolerance, and current financial circumstances. - Develops retirement plans, including estimating retirement income needs, creating savings strategies, and recommending retirement investment options. Customer Success Representative Jungle Scout (2023 to 2024) | Philippines (Remote) - Day-to-day activities and tasks revolved around solving problems for customers in a fast-paced, detailoriented environment. - Troubleshooted system issues through investigation by asking insightful and technical questions to be able to determine and communicate the appropriate resolution. - Resolved payment discrepancies, issued credits, returns/refunds, settled late subscription payments, and updated credit card information through Stripe. - Educated clients on how Jungle Scout tools can support increased profitability, uncover growth opportunities, and stay ahead of competitors. Client Services Manager Autodesk Asia Pte Ltd (2017 to 2022) | Singapore (Remote) - Transformed and directed dynamic teams overseeing customer, reseller, and sales interactions, specializing in comprehensive pre- and post-order entry inquiries encompassing online and SAP-based processes. - Spearheaded initiatives for product access, refunds, CR-DRs, knowledge-based resources, and the entire spectrum of post-sales support for Autodesk products. - In this pivotal role, exhibited strong leadership by offering guidance, strategic direction, and fostering a coaching culture to uplift team members. Achievements: ✓ Earned several Team High Flyer Awards, showcasing consistent excellence. Recognized for outstanding performance in February, March, April, and November 2021, following previous accolades in July and August 2020. Acknowledged for the team's exceptional results, surpassing key metrics, including a 100% engagement rate, a 95% first-touch resolution, a 98% customer satisfaction rate, and a remarkable productivity milestone of 15 cases per day. These accolades underscore the team's commitment to excellence and unwavering dedication to exceeding performance benchmarks. ✓ ✓ ✓ ✓ Recipient of culture champion, One Autodesk, 2021. Partnered with HR and training teams to enable hiring. Selected 11 qualified applicants for client services specialists out of more than 30 candidates during the launch of the Bangalore site. Culture champion, Inclusive Award 2019. Managed and spearheaded the employee relations team within the organization across Singapore and Tokyo sites. Launched activities that catered to employees’ interests and suggestions; Increased employee participation to 80% from 60%. Manager of the Year nominee, 2019. Client Services Senior Specialist Autodesk Asia Pte Ltd (2016 to 2017) | Singapore (Hybrid) - Collaborated with the reporting manager to support and co-lead an assigned team that consistently achieved and surpassed key metrics. - Conducted comprehensive case reviews and analyses to pinpoint areas for improvement in customer satisfaction, customer effort score, and other metrics not meeting expectations. Actively managed case backlogs and monitored live support, reporting on trends, abandons, and identifying instances of missed or exceeded key metrics to be presented during quarterly or monthly business reviews. Achievements: ✓ Improved APAC site CSAT from 78% to 84% for FY17. ✓ Fixed-term team members managed to exceed CSAT and FTR at 85% through continuous coaching as a result they were converted to permanent employee status. Client Services Specialist Autodesk Asia Pte Ltd (2014 to 2016) | Singapore (Onsite) - Led as the primary contact for SAARC (South Asian Association for Regional Cooperation) escalations. - Collaborated closely with the India channel and sales teams to streamline processes and ensure seamless support for internal sales, partners, and end customers. - Conducted regular partner service reviews every quarter, resulting in India and SAARC partners consistently achieving and surpassing a 95% self-service metric and maintaining a 90% compliance rating. Achievements: ✓ Sales support trainer. Traveled to Pune, India, for a business trip following Autodesk's acquisition of Delcam. The purpose was to provide training to sales personnel who had transitioned, educating them on effective client service engagement for support. Successfully decreased the hours pending for cases by 50%, reducing from 17 hours to 8 hours. ✓ Autodesk’s One Team Conference in Bangkok. Traveled to Bangkok to meet the Indian channel team and partners in 2016. During the engagement, we delved into discussions on operational efficiency and shared ideas and insights to mutually promote business growth for both Autodesk and our partners/distributors. Additionally, this served as a rewarding business trip, acknowledging the achievement of consistent metrics in self-service and compliance for India VADs and resellers ✓ VAT to GST transition in SAP. POC for client services and worked with APAC finance, legal, tax, and IT teams during the transition of India's tax model from VAT to GST to ensure that the operations process for order submissions were updated and revised before India fully adopted the GST model. Conducted and signed off UAT testing based on Client Services scenarios for order entry before IT deployed the updates on SAP. Client Services Representative Autodesk Asia Pte Ltd (2011 to 2014) | Singapore (Onsite) - Delivered precise and exceptional customer support to both Autodesk partners and end customers, addressing inquiries related to orders, pricing, product availability, licensing, and asset management. - Collaborated seamlessly with internal global teams, ensuring timely assistance and capturing accurate resolutions for inquiries that extended beyond the scope of standard customer service. - Learned month-end and quarter-end activities by engaging with tenured teammates. Ensured swift and accurate processing of orders. Proactively engaged in ad-hoc tasks delegated by managers, demonstrating flexibility and commitment to overall operational excellence. Sales Support Management Analyst II Hewlett-Packard -) | Philippines (Onsite) - Acted as a vigilant gatekeeper and ensured compliance of orders received from B2B customers. - Provided guidance by advising and verifying purchase orders for the CSR team before assigning them to GBS team for order entry. - Validated special deals or discounts with sales and channel teams to rectify discrepancies. Supported revenue recognition analysis in collaboration with finance teams. - Created backlog reports for customer facing teams to address order status inquiries from B2B customers. - Processed credit, debit, and refund issues raised by the accounts receivables team. - Collaborated with supply chain and planners to address delays, coordinated with the logistics team to overcome shipment constraints. Prior Roles DELL, Philippines: Tier 2 Customer Service Specialist InfoNXX [KGB]: Customer Service Representative Trainings: Autodesk Problem Solver Training (Oct 2021) Hands-on training that teaches structured problem solving with Lean Six Sigma concepts. The training showcased evaluating problems whether big or small in a clear, structured way using data and logic. Emerging leaders’ program (Mar to Sep 2021) Immersive and intentional interactions with an assigned Betterup mentor that tackled insights on leadership, personal and career development goals. Qualifications St. Scholastica’s College, Manila – 2003: Bachelor of Science in Psychology | Bachelor of Arts in Guidance and Counseling References are available upon request.