Joel Nikko B. Mutia
Pagadian, Zamboanga Peninsula, Philippines
■-| ■ -
■ LinkedIn: linkedin.com/in/joel-nikko-m-b8 | ■ Upwork:
upwork.com/freelancers/~018529a4d2e861099a
Professional Summary
Versatile Customer Support & Operations Specialist with 12+ years of experience across SaaS, fintech,
real estate, and outsourcing. Proven expertise in CRM administration, customer experience, technical
support, and workflow optimization. Skilled in Salesforce, Zendesk, AppFolio, and Tableau with a
strong ability to analyze data, improve processes, and deliver high-quality support in fast-paced
environments. Six Sigma Yellow Belt certified with leadership experience managing teams and driving
efficiency.
Core Competencies
• Customer Experience & Technical Support
• CRM Administration (Salesforce, Zendesk, AppFolio)
• Data Analysis & Reporting (Tableau, Asana, Jira)
• Workflow Optimization & Quality Assurance
• Team Leadership & Performance Management
• Process Improvement (Six Sigma Yellow Belt)
• Professional Communication & Stakeholder Management
Professional Experience
Revenue Operations | Rhino (April 2023 – July 2025)
• Configured and launched CRM and billing integrations, ensuring smooth lifecycle management and
system stability.
• Monitored and optimized integration performance, proactively addressing alerts and conducting
audits.
• Partnered with cross-functional teams to enhance tooling and streamline workflows, improving
efficiency by 15%.
• Delivered clear documentation and stakeholder updates to ensure alignment and operational success.
Business Support Specialist / Support Advocate | Wonolo (July 2021 – April 2023)
• Led and coached a team of customer support representatives, improving resolution time and
satisfaction scores.
• Handled escalations and implemented new policies that reduced repeat complaints by 20%.
• Supported CRM operations and reporting, ensuring data integrity and actionable insights for business
decisions.
Operations & Customer Support | Lead the Way Fitness (Dec 2020 – June 2021)
• Managed daily operations including reporting, data entry, and CRM updates across multiple systems.
• Supported coaches during client challenges, ensuring accurate tracking and reporting.
• Documented processes and improved efficiency in scheduling and administrative workflows.
Operations Executive | WorldRemit (Zepz) (June 2018 – Jan 2021)
• Investigated and resolved escalated transaction issues by coordinating with internal teams and
external partners.
• Identified process gaps and implemented improvements that enhanced payment success rates.
• Built strong collaboration across compliance, engineering, and customer service teams to ensure
seamless operations.
Earlier Career
• Level 2 Technical Officer – KKH Technology Inc. -)
• Team Leader, Escalation Support – eBusiness BPO -)
• Technical Support Specialist – [24]7 Customer -)
• IT Staff – Zamsureco Electric Coop (2014)
• Production Team Leader – Phillogix Systems -)
• Network Technician – TCB Technologies -)
• Gen Operator/Tester – CTDI (2011)
• Customer Service / File Maintenance – Kroger -)
Certifications
• Six Sigma Yellow Belt Certification
• Leadership and People Relations Certification
Technical Skills
• CRM Platforms: Salesforce, Zendesk, AppFolio, Jobber, Booking Koala, Zillow
• Reporting & Data Tools: Tableau, Asana, Jira, Microsoft Office Suite, Google Workspace
• Collaboration Tools: Slack, Zoom, Hootsuite
• Other: Data Entry, Reporting, Workflow Optimization
