Robie Joy Erojo
General Virtual Assistant
Customer Success Manager
Operations and Technology
About Me
As a seasoned professional in the dynamic
realms of Customer Success and IT Service
Desk management, I am a dedicated individual
known for orchestrating seamless customer
experiences and leading high-performing IT
support teams.
📞 - - 📧 --📍 - Block 17 Lot 31, Iceland St, Mandarin Homes,
Brgy. Francisco de Castro, GMA, Cavite 4117
Skills
🤝 Customer Success Champion:
🏆 Achievements:
💼 IT Service Desk Mastery:
📚 Continuous Learning Advocate:
With a proven track record as a Customer
Success Manager, I have cultivated meaningful
relationships with clients by understanding
their unique needs and ensuring the optimal
utilization of products and services. My
approach blends empathy and strategic insights,
resulting in enhanced customer satisfaction and
retention.
In my role as an IT Service Desk Team Lead, I've
successfully overseen the resolution of complex
technical issues, ensuring swift and efficient
support to end-users. My leadership style
emphasizes collaboration, continuous
improvement, and a customer-centric approach,
resulting in streamlined IT operations and
heightened user productivity.
🔧 Technical Proficiency:
In my role as an IT Service Desk Team Lead, I've
successfully overseen the resolution of complex
technical issues, ensuring swift and efficient
support to end-users. My leadership style
emphasizes collaboration, continuous
improvement, and a customer-centric approach,
resulting in streamlined IT operations and
heightened user productivity.
Throughout my career, I have consistently
achieved key performance indicators,
surpassing customer satisfaction targets and
optimizing IT service delivery. My ability to
foster a positive and solution-oriented
environment has led to notable improvements in
team efficiency and overall customer success
metrics.
I thrive on staying abreast of the latest industry
trends and emerging technologies, ensuring
that both customer success strategies and IT
service methodologies align with cutting-edge
practices.
🌟 Vision for the Future:
With a passion for driving customer-centric
initiatives and optimizing IT support
ecosystems, I am committed to spearheading
innovative solutions that elevate both customer
experiences and IT service excellence.
Experiences
Nov 2023 - Feb 2024 (3 Month Project - EOC)
Apr 2023 - Nov 2023
Mary Ruth’s Organics LLC
Premvy Inc
CUSTOMER CLIENT MANAGER
CUSTOMER SERVICE REPRESENTATIVE
Identified and resolved customer issues,
going the extra mile for satisfaction; adept
at complaint handling and referral for
complex cases.
Proficiently handled order placement,
refunds, exchanges, and payment
processing with a commitment to accuracy
and customer confidentiality.
Efficiently managed high call volumes and
ticket queues, demonstrating multitasking
abilities and providing timely, accurate
information.
Collaborated effectively within the team,
contributing to shared goals and continuous
improvement efforts.
🔧Tools Used:
Amazon Central Seller (Messaging and Order
Management)
Shopify
Recharge
ShipHero (Order Fulfillment)
Gladly (Ticket and Queue Management)
Slack
Mar 2017 - Aug 2022
Infosys Ltd
IT SERVICE DESK TEAM LEAD/PROCESS TRAINER
Manage and oversee the team
Collaborate with other teams
Ticket Management
Escalation Management
Learning and Development
Setting goals and objectives
Monitoring performance
Delegating tasks
Communicating with stakeholders
Planning and organizing
Overseeing the entire customer service
process and working
closely with the team to ensure everything
runs smoothly
Assisting junior customer success
representatives to ensure
their success in their roles
Implementing policies to establish a level of
quality customer
service that exceeds expectations
Escalating all customer complaints and
refund requests,
processing and tracking them through
Google Sheets
Building strong relationships with
customers and monitoring
their experience with our products and
services, providing
tailored problem-solving solutions to meet
individual needs
Managing and developing processes to
make things as
efficient and simple as possible while
remaining highly
effective
Communicating closely with our design
team to ensure
customers receive only the best designs
Our team of four customer success
representatives managed
5 shops (4 Etsy shops, 1 Shopify shop, and 1
Amazon shop)
🔧Tools Used:
Amazon Central Seller (Messaging and Order
Management)
Etsy (Messaging and Order Management)
Shopify
OrderDesk (Order Fulfillment)
Monday.com (Ticket Management)
Gorgias
PipeDrive (Email Outreach)
Slack
Experiences
Sept - Dec 2022
Overperformers
ADMIN AND TECHNOLOGY ASSISTANT
Manage team's operations and
technology related tasks, such as,
reviewing timesheet, regular follow-up
to check the progress of individual or
group tasks, check team's tools and
accesses
Handled team's projects/tasks
management using Asana
Manage clients Google Workspace
Join with client's meetings
Expertise
Problem Solving
Customer Support/Service
Administration and Management
Data and Marketing Research
Technical Support
Cold Calling/Lead Generation
Email Management
Training
Learning and Development
Meeting and Event Management
IT Service Desk
Project Management
Squarespace
Google Business Profile
Education
March 2015
ST. MARY’S COLLEGE OF LABASON INC
Bachelor of Science in Information Technology
Awards, Recognition, and Certification
Best Team Lead (Infosys)
ITIL v.3 Certificate
Critical Thinking and Leadership Training
Other Tools Used
Zoom
Asana
ClickUp
Smartsheet
