Hans Christian Macaraeg

HANS CHRISTIAN MACARAEG CUSTOMER SUPPORT LEAD Contact: -,-Address: Quezon City 1124, Philippines LinkedIn: https://www.linkedin.com/in/hansmacaraeg PROFILE _________ Seasoned Customer Support Lead with extensive experience in the SaaS industry, working remotely as a freelancer. Expert in managing support teams, resolving complex customer issues, and enhancing service quality from a remote setting. Skilled in IT Management, Incident Management, and Service Desk operations. Passionate about leading teams effectively, driving customer satisfaction, and optimizing operational efficiency to deliver exceptional results in a fast-paced, virtual environment. EXPERIENCE ____________ Customer Support Lead Upviral - Connectio | SaaS (Remote) May 2020 to Present Team Leadership and Management • Effectively led and motivated a team of customer support representatives, resulting in a 15% increase in team productivity. • Strategically assigned tasks, coached team members, and conducted performance reviews, ensuring consistent achievement of targets. • Designed and implemented comprehensive training programs on UpViral’s features, troubleshooting Techniques, and customer service best practices, leading to a 20% improvement in customer satisfaction ratings • Fostered a collaborative and solution-driven team culture, maximizing efficiency and performance through effective delegation. • Monitored key performance indicators (KPIs), streamlined workflows, and increased efficiency through strategic operational improvements. • Created and implemented standard operating procedures (SOPs) and provided regular performance and feedback reports to management, enhancing overall team effectiveness. Technical Support and Product Involvement • Successfully managed the resolution of customer inquiries via phone, email, and chat, achieving a 79% first-contact resolution rate. • Provided Tier 1, Tier 2 support, SME, and handled escalated issues, ensuring prompt and effective solutions to complex problems and enhancing customer satisfaction. • Acted as a liaison between customer support and development teams to resolve bug-related issues efficiently • • • • • • Delivered technical support, participated in product launches, and successfully onboarded new customers, ensuring seamless transitions and high satisfaction levels. Collaborated closely with product, marketing, and sales teams as well as with Upviral leadership to provide cohesive and exceptional customer experience. Utilized UpViral's campaign management tools to assist clients in setting up and optimizing viral referral campaigns, including configuring custom fields, analyzing campaign performance data, and troubleshooting technical issues. Managed third-party integrations using API to connect UpViral with other platforms, ensuring smooth data exchange and functionality. Configured email settings and templates, ensuring seamless communication and engagement with campaign participants. Implemented HTML embed codes for custom landing pages and widgets, enhancing the user experience and increasing campaign reach. Concierge and Customer Success Management • Successfully Onboarded New Customers: Conducted one-on-one onboarding sessions, guiding clients through the setup and configuration of their UpViral accounts to ensure they swiftly achieved their desired outcomes. • Personalized Campaign Assistance: Provided tailored support in designing and launching viral referral campaigns, aligning with each customer's specific needs and goals. • Strategic Campaign Planning: Offered strategic advice on campaign planning, creative asset development, and audience targeting to maximize campaign success. • Expert Feature Utilization: Ensured customers were well-versed in using UpViral's features, including managing referral incentives, tracking performance metrics, and utilizing analytics tools. • Proactive Support and Issue Resolution: Fostered strong customer relationships by offering continuous support, addressing concerns, and providing timely solutions, significantly reducing customer churn by 20% year-over-year. • Drove Revenue Growth Through Renewals and Upselling: Identified opportunities for upselling additional products or services, contributing to a 25% increase in annual revenue. • Data Analysis for Customer Insights: Analyzed customer data to track usage patterns, identify trends, and measure customer health scores, tailoring strategies to meet individual customer needs. • Customer Advocacy: Acted as the bridge between customers and the organization, advocating for their needs and ensuring alignment with company objectives. Projects and Accomplishments • Implemented Concierge Services: Introduced a booking system that allowed customers to schedule real-time assistance calls, significantly enhancing customer satisfaction and reducing response times. • Established Chat Support: Developed and launched a live chat support system, providing immediate resolution to customer inquiries and improving overall customer engagement. • Created Video Explainers: Designed and integrated video explainers into email responses, resulting in clearer communication and a reduction in follow-up queries. • Developed Cancellation Survey: Conceived and deployed a cancellation survey to identify and address customer pain points. This initiative led to actionable insights and contributed to a notable decrease in churn rates. Customer Support Upviral - Connectio | SaaS (Remote) April 2019 to May 2020 • • • • • • • • • • • Successfully responded to customer inquiries promptly and professionally via phone, email, and live chat, resulting in a 95% customer satisfaction rate. Act as a subject matter expert on the platform and maintain up-to-date product knowledge. Diagnose feature issues and integrations, resolve configuration problems, identify bugs, and escalate issues as needed. Provided technical assistance and resolved issues related to UpViral's features and functionalities, reducing troubleshooting time by 20%. Escalated complex issues to appropriate teams and ensured timely resolution, maintaining a high first-contact resolution rate Setup and effective use of UpViral, leading to a 15% increase in customer retention. Conducted training sessions and webinars on UpViral's features and best practices, enhancing customer knowledge and reducing support queries by 25%. Collected and analyzed customer feedback to identify areas for improvement in the product and support processes, leading to a 10% increase in overall product satisfaction. Collaborated with the product development team to provide insights and suggestions based on customer interactions, driving product enhancements. Worked closely with cross-functional teams, including product, marketing, and sales, to ensure seamless customer experience. Communicated product updates, new features, and important announcements to customers, keeping them informed and engaged. Desktop Engineer Support Desk Australia | Managed Services (Remote) April 2018 to December 2018 • • • • Provided first and second-level support via phone, email, and remote access, achieving a 90% customer satisfaction rate. Performed remote PC setup, installation, maintenance, upgrades, and configuration, reducing downtime by 15%. Modified and upgraded software configurations, utilities, and default settings, enhancing system performance and user experience. Utilized a job ticketing system to keep customers informed and escalate tickets as necessary, ensuring timely resolution of issues. • • • • • • • • Maintained up-to-date records and documentation, contributing to streamlined support operations and improved efficiency. Demonstrated a solid understanding of networking, including routers, modems, and wired/wireless networks, leading to a 10% improvement in network stability. Possesses extensive knowledge of technologies such as ADSL, TCP/IP, DHCP, DNS, SMTP, and POP3. Exhibited strong troubleshooting abilities with Windows workstations, Windows operating systems (Win 7 and Win 10), and software including Microsoft Office suite, email clients, browsers, and antivirus programs, resolving 85% of issues on the first contact. Supported Windows Server operating systems (2012), including Exchange Server and Active Directory, ensuring seamless server operations. Handled Office 365 setup and administration, improving user productivity and collaboration. Experienced with tools such as ConnectWise Manage, Automate (LabTech), Control (ScreenConnect), Ocular (Passportal), ShadowProtect, and DATTO, optimizing support processes. Performed other administrative tasks as required, contributing to overall team efficiency and effectiveness. Desktop Engineer Manulife Financial |Shared Serivces (On-Site) September 2014 to March 2018 • Administered Virtual Desktops using Citrix XenApp, XenDesktop 7.7, and VMware vSphere Client 6.0, resulting in a 15% improvement in system performance and user experience. • Configured and supported VPN users via Cisco AnyConnect and Citrix • NetScaler through the RSA Security Console, enhancing remote access security and reliability. • Performed advanced repairs and installations of Microsoft Windows-based software, utilizing remote service tools such as Bomgar, SCCM, • Active Directory, and Quest One Active Roles, reducing issue resolution time by 20%. • Managed asset inventory using HP Asset Manager, maintaining accurate and up-to-date records that contributed to a 10% reduction in asset-related issues. • Provided support for iOS devices using Mobile Iron, ensuring smooth operation and high user satisfaction. • Incident Management and Request Fulfillment: • Handled Incident Management and Request Fulfillment through • ServiceNow, achieving a 95% SLA compliance rate and improving overall service delivery. • Managed and supported Manulife resources, including desktops, laptops, and Virtual Machines, optimizing resource allocation and usage. • Analyzed, diagnosed, and resolved client problems, escalating unresolved issues to appropriate channels, resulting in an 85% first-contact resolution rate. • Maintained high levels of service delivery to meet SLAs, ensuring consistent and reliable support. • Performed daily and weekly administrative tasks as required, contributing to efficient and smooth operations. • Logged, troubleshooted, and tracked problems efficiently, enhancing problem-resolution processes. • • Undertook special assignments and projects as necessary, demonstrating flexibility and adaptability. Provided second-tier support for moderate to high-complexity hardware and software issues escalated by first-tier Service Desk staff, ensuring timely and effective problem resolution. Senior Consultant Sutherland Global Services |BPO (On-Site) October 2009 to June 2014 • Provided technical support to Data Service customers through phone and email, resolving trouble tickets created by customer care and Tier 1 technicians. Worked with vendor technicians and customer IT teams to troubleshoot LAN/WAN Data Services and tested circuits like T1 and DSL loops. Supported complex IP services such as MPLS, VPN, and QoS, and executed Tier I level change requests for customer router configurations. Technical Support/Helpdesk Acquire Asia Pacific | BPO (On-Site) November 2007 to June 2009 • Handled escalated calls from Tier 1 representatives, providing logical and precise resolutions to customer issues. Configured and troubleshot various network connections, including home networks, DSL, Dial-Up, and Wireless Broadband. Technical Support Teleperformance Philippines | BPO (On-Site) May 2007 to November 2007 • Configured wireless telephony using both TDCMA network and DMS 100 switch Skills: Team Management, Workforce Management, Customer Support Experience, Technical Support, Customer Support, IT Service Management, Service Desk Operations, Workforce Management, Critical Thinking Certification: ITIL v3 Foundation in IT Service Management | EXIN, Issued Dec 2016, Credential ID:- Education: BS. Electronics and Communications Engineering | Philippine College of Science and Technology