Jacqueline Arboleda

JACQUELINE C. ARBOLEDA ABOUT Dedicated and results-driven professional with almost 7 years of experience in delivering exceptional customer service across various industries. Proficient in building strong client relationships, driving customer satisfaction, and achieving business goals. I am deeply passionate about the customer success field and committed to driving positive outcomes for both clients and the organization. --Cavite, Philippines SKILLS CRM Softwares (Notion, Salesforce, HubSpot, Tidio, Zoho, Zendesk, Gorgias, Freshdesk) Project Management tools (Jira, Asana, Notion, Milanote) Other tools: Shopify, Order Desk, Printful, Slack, Hubstaff, Canva, Google Marketing, Airtable, Zapier, DropBox, Xero, STAX, Lastpass Data Analysis/Process & Workflow Improvement and Implementation Cost Reduction Management Financial analysis and reporting Problem-solving and critical thinking Customer Retention, Problem Resolution and Escalation Performance Metrics and Dashboarding WORK EXPERIENCE FREELANCER/CAFE OWNER April 2024 to January 2025 THREADLY - GREEK HOUSE | REMOTE (5 YRS AND 4 MOS) January 2019 - March 2024 > Customer Success Manager (October 2021 - March 2024) Develop and execute a comprehensive customer success strategy aligned with the company's overall business objectives. Define and track key performance indicators (KPIs) for the customer success team, providing regular reports and analysis to management. Implement process improvements. Manage and develop a high-performing customer success team, including hiring, training, coaching, and performance evaluations. Utilized Salesforce to efficiently route and auto-close case tickets, streamlining the support process and improving customer response times. Implemented Tidio bots, an AI-powered chatbot solution to address frequently asked questions and enhance customer satisfaction. Direct report to CEO/CMO Organizational and Leadership Skills > Customer Success Team Lead (April 2020 - October 2021) Assist in monitoring and tracking key performance indicators EDUCATION (KPIs) such as Case Resolution Time, Average Handling Time, Customer Effort Score, Conversion Rate & total number of cases solved. LYCEUM OF THE PHILIPPINES UNIVERSITY, MANILA (2014 - 2018) Collaborate closely with sales, marketing, fulfillment, and Bachelor of Science in International Travel and Tourism Management (Cum Laude) customer experience throughout the customer lifecycle. eCommerce teams to ensure a seamless and positive Set performance goals and metrics for the team, regularly monitor performance, and provide coaching and feedback to drive individual and team success. > Customer Success Associate (January 2019 - April 2020) Provide exceptional customer support by promptly responding to customer inquiries, troubleshooting issues, and resolving problems to ensure customer satisfaction. Assist with the onboarding process for new customers, guiding them through the order process to ensure a smooth and successful orders, Engage with customers on a regular basis to build relationships, understand their needs, and proactively offer assistance, ensuring they are getting maximum value from the product or service. Serve as a customer advocate within the organization, representing their interests and providing feedback to internal teams for product enhancements and improvements. HENANN GROUP OF RESORTS (MNL) | Reservation Agent June 2018 - January 2019 Handle incoming reservations from customers through various channels such as phone calls, emails, or online platforms. Handle different accounts such as Expedia, Agoda, and other travel agencies owned by different nationalities. Check the availability of rooms and other services requested by customers, and provide accurate pricing information. Assist customers in modifying or canceling their existing reservations - following company policies and procedures. Handle any issues or complaints related to reservations promptly and effectively - finding suitable solutions to ensure customer satisfaction. Provide excellent customer service by assisting customers in making reservations, answering their inquiries, and addressing any concerns or issues. Accurately enter customer information and reservation details into the system, ensuring all necessary information is collected and confirmed with the customer. CROWNE PLAZA HOTEL & RESORTS (KANSAS, MO) | Food & Beverage/Starbucks Barista April 2017 - June 2017 Responsible for preparing and serving a variety of coffee beverages, including espresso-based drinks, drip coffee, and specialty drinks. Take orders, answer questions, and make recommendations based on customer preferences. Calculate prices, provide change, and maintain cash register balances. Regularly cleaning countertops, espresso machine surfaces, and other areas used during the coffee preparation process. Restock supplies, such as coffee beans, milk, syrups, cups, and napkins to ensure smooth operations.