Ronaldo Bautista
Metro Manila, Philippines | - |-
SUMMARY
Results-driven professional with over 7 years of extensive experience in operations, service delivery, and client
relationship management across the legal, healthcare, and BPO sector. Excels at resolving challenges, optimizing
workflows, and leading cross-functional teams in remote environments. With a strong technical aptitude and a
proactive approach, consistently delivers high-quality support to clients and drives successful outcomes.
PROFESSIONAL EXPERIENCE
FOTO LEGAL FIRM - Remote
Mar. 2020 - Mar. 2025
Role: Client Success Lead
A U.S.-based immigration law firm providing employment-based legal services and client-focused case support.
● Oversaw daily service delivery and client operations, ensuring SLA compliance and reinforcing best practices in
client communication and case progression.
● Identified process bottlenecks and led process improvement initiatives, implementing Motion-based tracking to
boost operational efficiency by 35%.
● Collaborated with legal teams to align service KPIs with achievable goals, contributing to a consistent success
rate of up-to 5 case approvals per month.
RNA 108 LLC - Remote
Jul. 2019 - Feb. 2020
Role: Client Delivery Coordinator
A service provider assisting personal injury law firms with healthcare claims management and legal documentation.
● Managed cross-functional collaboration between providers and legal teams to meet client delivery objectives
while maintaining 99% data accuracy.
● Supported KPI monitoring and root cause analysis to identify inefficiencies in claims processing and recommend
action plans.
● Reinforced risk management protocols and documentation compliance to support continuous service
improvement.
CAPITAL ONE SUPPORT SERVICES - Hybrid, Muntinlupa City
Sep. 2018 - Jul. 2019
Role: Internal Operation & Engagement Coordinator
The offshore operations division of Capital One, delivering customer support and internal services to U.S. clients.
● Developed internal events and communications strategies aligned with employee engagement KPIs and
organizational goals.
● Applied a proactive management style to optimize internal coordination and reinforce collaboration across
departments.
● Tracked and reported engagement metrics using Google Sheets, incorporating insights into quarterly operational
planning.
CAPITAL ONE SUPPORT SERVICES - Onsite, Muntinlupa City
Jun. 2017 - Sep. 2018
Role: Senior Accounts Coordinator
● Delivered SLA-driven support to 50+ clients daily while meeting KPI benchmarks related to issue resolution and
customer satisfaction.
● Designed action plans to reduce repeat contact rates and improve end-to-end resolution workflows by 35%.
● Collaborated with internal teams to address risk areas in escalation handling, improving the client experience
and reinforcing retention strategies.
EDUCATION
UNIVERSITY OF MUNTINLUPA - NBP Reservation, Poblacion Muntinlupa City (Aug. 2013 - Jun. 2017)
● Finished a 4-year course in Secondary Education Major in English with a GPA of 1.75
CORE COMPETENCIES
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Client Service Delivery & Relationship Management
SLA & KPI Monitoring
Process Improvement & Operational Efficiency
Cross-Functional Team Collaboration
Risk Management & Compliance
Client Onboarding & Engagement
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Workflow Optimization
Communication & Stakeholder Coordination
Root Cause Analysis
Remote Team Support & Project Coordination
Change Management & Adaptability
Strategic Planning & Implementation
TECHNICAL TOOLS
Project Management: ClickUp, Motion, Filevine, Salesforce
Communication: Google Workspace (Gmail, Calendar, Meet), Microsoft Teams, Zoom, Slack, Ring Central
Data Management & Automation: Google Sheets, Office 365 (Excel), Clio, Docketwise Forms, Salesforce
CERTIFICATION & TRAINING:
Coursera
● Project Management Fundamentals | In Progress
● Risk Management Principles and Practices | In Progress
● Google Project Management Certificate | In Progress
● Project Management Essentials - Cert# UEHO5FMETI | February 28, 2025
● Customer Success: How to Reduce Churn & Increase Retention - Cert# FJALM5DW86 | February, 11, 2025
Legalsoft Academy
● Diploma in Project Management - ID: 2UYNPRG2JX | January 13, 2025
● Professional Virtual Assistant Certificate - Cert# DN9CC60JTK | January 13, 2025
● Intellectual Property Rights | January 2020
● Corporate & Commercial Law I January 2020
● Project Management Basics | October 2019
● Introduction to American Law | July 2019
