Roxanne Cortez

Roxanne Cortez Executive Assistant | Customer Service, Customer Success & Operations ABOUT ME Customer-focused and results-driven professional with over a decade of experience in customer service, customer success, operations, marketing, and hospitality. Strong background in client relations, project execution, and workflow management, ensuring exceptional service and positive experiences. Skilled in administrative support, business development, and operations, with experience in reviewing and creating course content, conducting topic research, and coordinating instructor outreach. Dedicated to driving growth and maintaining high service standards through professionalism, teamwork, and strategic planning. EDUCATION 2009 - 2013 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES GRADUATE OF BACHELOR OF SCIENCE IN TOURISM MANAGEMENT 2005 - 2009 BENIGNO S. AQUINO NATIONAL HIGH SCHOOL WORK EXPERIENCE 2025 - Present ALGOACQUISITION | ENTERPRISE ACCOUNT EXECUTIVE Drive enterprise revenue for recruitment agencies using AI-powered outreach to identify active hiring signals. Manage the full sales cycle, optimize CRM systems, and increase client placements from 3 to 9+ per month. Help agencies book 25+ qualified placement meetings monthly through strategic, data-driven prospecting. 2024 - 2025 SKILL SUCCESS | CUSTOMER SUCCESS MANAGER Manages the full customer and administrative workflow, from onboarding and communication to ongoing support, ensuring accurate records and a smooth experience. Organizes and streamlines processes, handles reporting and CRM updates, and identifies areas for efficiency improvements. Also completes tasks like data management, reviewing and creating course content, conducting topic research, and coordinating instructor outreach, helping the team stay organized and drive long-term business success 2021 - 2024 TASKUS INC. | CUSTOMER SUPPORT SUPERVISOR Supervised a team of customer support agents, ensuring high performance through coaching, quality monitoring, and process improvements. Coordinated with internal departments to resolve complex customer issues efficiently and maintain SLAs. Managed complex operations campaigns for a key account, ensuring smooth workflows and supporting tasks like dispute and chargeback management as part of overall operations. 2019 - 2020 SYKES ASIA INC | CUSTOMER SERVICE ASSOCIATE Delivered prompt and professional support to customers, resolving inquiries and concerns across multiple communication channels. Maintained high customer satisfaction ratings by adhering to quality standards and effectively troubleshooting product or service issues. 2014 - 2018 BDO UNIBANK INC. | MARKETING ASSOCIATE Provided frontline banking support, assisting clients with transactions, account inquiries, and financial product information to ensure excellent service delivery. Supported branch marketing initiatives by promoting bank products, coordinating client outreach efforts, assisting with lead generation activities, and handling dispute management to resolve client issues efficiently. 2012 - 2013 PHILIPPINE PIZZA INC. | PART-TIME TEAM MEMBER Assisted in daily restaurant operations, including customer service, order preparation, and maintaining cleanliness and efficiency. Ensured a positive dining experience by providing prompt and friendly service to guests. 2011 - 2012 MAHONIAS TRAVEL AND TOURS | PART-TIME TOURGUIDE Led and assisted tour groups by providing engaging information about destinations, ensuring guest safety, and delivering excellent customer service throughout the travel experience. Coordinated itineraries and supported smooth tour operations to enhance client satisfaction. 2011 CIVIL AERONATICS BOARD | ON-THE-JOB TRAINEE Assisted in daily office operations and administrative tasks, including document processing, data entry, and filing. Supported the team in airline operations and regulatory compliance activities, gaining hands-on experience in aviation procedures and customer service within the civil aviation sector. 2011 DESTINATIONS TOUR | ON-THE-JOB TRAINEE Assisted in coordinating travel itineraries, ticketing, and tour arrangements while providing customer support to clients. Gained practical experience in travel operations, documentation, and itinerary management, ensuring smooth and efficient service delivery to travelers. SKILLS Email Management Administrative Support Revenue Operations Social Media Management Business Development and Team Training & Coaching Lead Generation and Sales Leadership Outreach Email Marketing Client Relations Process Improvement & Event & Travel Coordination Online Ticketing & Efficiency Optimization Cash Handling & Point-of- Reservation Management Canva Editing Sale (POS) Operations Course Creation TOOLS JIRA Gmail LastPass Zoom Grammarly Asana Outlook ZoomInfo Dropbox ChatGPT Hubspot Canva Wordpress OneDrive Gemini Salesforce Mailchimp Squarespace Stripe Survey Monkey Freshdesk Go High Level Hubstaff Zoho Woocommerce Microsoft Office Airtable Loom Click Funnels LinkedIn Sales Google Workspace Calendly Slack Meta Business Suite Navigator