Jennifer Boaging

JENNIFER D. BOAGING CUSTOMER EXPERIENCE MANAGER Baguio City Philippines |-| www.linkedin.com/in/jennboaging SUMMARY Results-driven Customer Experience Manager with strong SaaS expertise and a proven track record in client success, issue resolution, and cross-functional collaboration. Known for leading enablement efforts, supporting critical escalations, and stepping up during leadership gaps. Skilled in process improvement, stakeholder engagement, and managing high-impact initiatives. Committed to continuous learning and fostering a collaborative, customer-focused environment. PROFESSIONAL EXPERIENCE Customer Experience Manager, Oracle NetSuite (Philippines) Feb 2022 - Present Serve as the primary point of contact for assigned customers, acting as their advocate within the organization to ensure optimal NetSuite usage and satisfaction. Develop a deep understanding of customers’ day-to-day use of NetSuite, enabling proactive support and tailored guidance. Facilitate smooth transitions between internal teams (Support, Product Management, Professional Services, and ACS) and the Enterprise Support organization. Schedule, host, and lead customer meetings to review case status, product issues, and roadmap alignment; generate and maintain clear documentation including case and defect reports. Proactively monitor and escalate critical issues on behalf of the customer; collaborate with cross-functional teams including Engineering, QA, and ACS to drive resolution. Lead and manage customer release planning and testing activities, ensuring minimal disruption and thorough preparation for new features and updates. Participate in implementation status calls and onboarding sessions with Professional Services, Partners, and ACS to ensure a smooth transition from go-live to post-deployment support. Coordinate and execute knowledge transfer between delivery teams and Support to provide continuity and preparedness post-implementation. Engage and collaborate with stakeholders across Account Management, Product Management, Executives, and Support to align customer needs with internal roadmaps and solutions. Demonstrate exceptional communication, leadership, and multitasking skills in a fast-paced, customer-centric environment. Consulting Specialist, Oracle NetSuite (Philippines) Apr 2020 - Feb 2022 Conducted initial assessment of Escalation Requests (ERs), gathering relevant information to accurately capture customer issues and concerns. Analyzed and validated escalation details to provide a clear and concise evaluation summary for internal teams. Identified appropriate escalation paths based on organizational guidelines, ensuring efficient and accurate routing of ERs. Assigned ERs to the correct stakeholders (Support Management, Resolution Management, Client Management), maintaining alignment with escalation protocols. Demonstrated strong co-ownership of escalations by managing cases to high professional standards in compliance with Oracle NetSuite’s policies. Participated in customer meetings, as needed, to align expectations and clarify support processes, contributing to a positive customer experience. Supported process improvement by generating and analyzing reports to identify recurring issues and systemic trends. Delivered training and guidance to internal stakeholders, including Account Management and Professional Services, on escalation best practices. Performed final reviews of ERs assigned to Support Management, offering feedback and recommendations to ensure quality and consistency. Customer Support Specialist, Oracle NetSuite (Philippines) Jul 2018 - Apr 2020 Responded to customer inquiries via phone and email ensuring timely and professional support Resolved technical and product-related issues while maintaining high customer satisfaction Documented interactions and tracked cases through resolution Collaborated with internal teams to escalate and resolve complex concerns Provided guidance on product usage and best practices Trained new hires and supported peers to ensure consistent case handling Identified trends and shared feedback for process and product improvements Met performance targets for response time, resolution, and satisfaction Customer Support Executive, Thomson Reuters (Philippines) Oct 2016 - June 2018 Delivered prompt and professional support to clients across financial and legal products Resolved inquiries related to product functionality, data accuracy, and account access Collaborated with technical teams to troubleshoot and escalate complex issues Maintained accurate case documentation and ensured timely follow-ups Provided product guidance and conducted walkthroughs for end-users Ensured compliance with internal standards and customer SLAs Supported onboarding of new clients and contributed to process improvements Maintained deep knowledge of Thomson Reuters platforms, tools, and updates Client Support Specialist, Citigroup (Singapore) Jan 2011 - June 2012 Provided dedicated support to institutional and corporate clients on Foreign Exchange (FX) products and transactions Assisted clients with trade execution, settlement queries, and platform-related issues (e.g., CitiFX Pulse, Velocity) Collaborated with FX traders, sales, and operations teams to resolve trade discrepancies and ensure timely settlements Monitored trade lifecycle events and ensured compliance with regulatory and internal controls Handled client inquiries related to FX spot, forwards, swaps, and options, ensuring high service standards Supported client onboarding for FX platforms and provided user training and technical guidance Documented all client interactions and maintained accurate records in CRM systems Identified process gaps and contributed to service enhancement initiatives to improve client experience Bank Executive (FX Retail Support), DBS Vickers Pte Ltd (Singapore) Oct 2007 - Oct 2009 Supported retail and high-net-worth clients with FX trade execution and platform assistance Resolved post-trade issues including settlement and trade discrepancies Assisted clients with onboarding and provided guidance on FX trading tools Coordinated with trading, operations, and compliance teams to address client concerns Ensured adherence to regulatory requirements and internal risk controls Maintained accurate records of client interactions and transactions in internal systems SKILLS NetSuite ERP Strategic Account Management Proactive Issue Resolution Management and Escalation Handling Customer Advocacy & Engagement SaaS Customer Success and Retention Cross-functional Collaboration Process Improvement & Service Optimization Project Coordination Customer Onboarding and Post-Implementation Support Internal Enablement & Knowledge Sharing Data-Driven Customer Insights and Trend Analysis EDUCATION Bachelor of Science in Information Technology Saint Louis University, Baguio City Major in Information Technology Thesis on Billing Payment for a local hospital June 1998 - Oct 2006 ADDITIONAL INFORMATION Languages: English, Filipino Certifications: Thomson Reuters Product Certification (2017), Basic Insurance Concepts and Principles (Singapore College of Insurance, 2007), Personal General Insurance (Singapore College of Insurance, 2007), Rules and Regulations for Trading in Futures Contracts (IBF Singapore, 2007) Awards/Activities: NetSuite SuiteExcellence Employee Recognition Awardee (2019)