Vincent Cerill Inferido

Vincent Cerill Inferido SENIOR MANAGER, HEAD OF CUSTOMER SUCCESS / HEAD OF MARKETING/ PROJECT MANAGER/ BUSINESS COUNSELOR/ GENERAL VIRTUAL ASSISTANT/ CLIENT RELATIONSHIP MANAGER/ OPERATIONS ANALYST CAREER SUMMARY: EDUCATION Bachelor of Science & Information Technology - Major in Computer System & Networks University Of Science & Technology Philippines With over 15 years of experience in customer success, client relationship management, and operations, I have built a career focused on driving customer satisfaction, retention, and growth. My expertise lies in strategic planning, team leadership, data analysis, and crossfunctional collaboration, with a proven ability to enhance customer experiences and optimize business processes. I thrive in dynamic environments, leveraging my technical acumen and problem-solving skills to deliver tailored solutions that foster long-term relationships and sustainable growth. - WORK EXPERIENCE EXPERTISE: Senior Manager, Head of Customer Success Cyber Fusion Center CyTech International Leadership Management Creatives Digital Marketing Data Entry Sales Client/Customer Service Ecommerce Management Shopify Social Media Management Chat/Email Support Proficient in Microsoft Office Applications Proficient in Google Workspace Proficient in Microsft Teams Content Management Cummnity Management Discord/Telegram Management Wix Proficient in AI Applications Jul 2023 - May 2024 Led efforts to ensure customers achieved desired outcomes using products and services, driving satisfaction, retention, and growth. Developed and implemented strategies to enhance the overall customer experience. Managed a team of customer success professionals to provide tailored support and maximize customer value. Focused on proactive engagement, leveraging datadriven insights to anticipate challenges and opportunities. Oversaw the customer onboarding process, ensuring a seamless and positive introduction to products. Led initiatives to improve product adoption through resources, training, and personalized solutions. Gathered and analyzed customer feedback to identify trends and areas for improvement. Collaborated with product development to drive enhancements aligned with customer needs. Fostered long-term customer relationships through personalized and data-informed strategies. Vincent Cerill Inferido SENIOR MANAGER, HEAD OF CUSTOMER SUCCESS / HEAD OF MARKETING/ PROJECT MANAGER/ BUSINESS COUNSELOR/ GENERAL VIRTUAL ASSISTANT/ CLIENT RELATIONSHIP MANAGER/ OPERATIONS ANALYST WORK EXPERIENCE TOOLS Sales Appointment Setter Publishing & Health Insurance Celerity and Ascend · Part Time Independent Contractor Jun 2024 - Dec 2024 Scheduled and confirmed sales appointments for clients in the publishing and health insurance industries. Conducted outbound calls to potential customers, introducing products and services. Maintained a high level of professionalism and customer service during interactions. Managed and updated customer information in CRM systems to ensure accurate tracking. Collaborated with sales teams to ensure smooth handoff of qualified leads. Met or exceeded daily and weekly appointment-setting targets. Provided clear and concise information about products to generate interest and secure appointments. Followed up with prospects to confirm appointments and address any questions or concerns. Business CounselorBusiness Counselor Department of Trade and Industry · Contract Jun 2020 - Jun 2022 Provided business advisory services to clients, supporting their growth and development. Offered guidance on business process improvement and operational efficiency. Assisted clients in identifying opportunities for growth and overcoming challenges. Delivered tailored solutions to meet the unique needs of each business. Utilized strong interpersonal and problem-solving skills to address client concerns effectively. Supported SMEs in achieving their goals through strategic advice and resource recommendations. Contributed to the promotion of local businesses and economic development initiatives. Collaborate with the Local Government Units Vincent Cerill Inferido SENIOR MANAGER, HEAD OF CUSTOMER SUCCESS / HEAD OF MARKETING/ PROJECT MANAGER/ BUSINESS COUNSELOR/ GENERAL VIRTUAL ASSISTANT/ CLIENT RELATIONSHIP MANAGER/ OPERATIONS ANALYST WORK EXPERIENCE CERTIFICATES Foundation of Project Management June 25, 2024 12 hours (approximately) Grade Achieved: 86.87% Project Initiation: Starting a Successful Project August 4, 2024 17 hours (approximately) Grade Achieved: 90.07% Project Planning: Putting it All Together August 12, 2024 26 hours (approximately) Grade Achieved: 97% General Virtual AssistantGeneral Virtual Assistant Premuim Senergy Sep 2019 - Mar 2020 Managed Facebook Ads Campaigns, including creating and optimizing video/image ads to drive engagement and sales. Handled email management, ensuring timely and professional communication with customers and stakeholders. Oversaw order management, processing and tracking orders to ensure accurate and timely fulfillment. Streamlined management processes to improve operational efficiency and workflow. Conducted product research to identify trends, source new products, and optimize product listings. Supported overall Shopify store operations, ensuring a seamless customer experience. Utilized strong organizational and multitasking skills to manage multiple responsibilities effectively. Data Entry SpecialistData Entry Specialist Upwork Client -US Mar 2019 - Nov 2019 Accurately entered and updated employee and HR-related data into databases and systems. Maintained organized and up-to-date records, ensuring data integrity and confidentiality. Assisted with the management of HR documents, including employee records, payroll information, and compliance files. Conducted data verification and validation to ensure accuracy and completeness. Supported HR teams by generating reports and providing data for decision-making processes. Utilized strong attention to detail and organizational skills to handle large volumes of data efficiently. Ensured compliance with data privacy and security policies. Vincent Cerill Inferido SENIOR MANAGER, HEAD OF CUSTOMER SUCCESS / HEAD OF MARKETING/ PROJECT MANAGER/ BUSINESS COUNSELOR/ GENERAL VIRTUAL ASSISTANT/ CLIENT RELATIONSHIP MANAGER/ OPERATIONS ANALYST WORK EXPERIENCE WEB3/DEPIN COMMUNITY SUPPORT VOLUNTEER Provided support and guidance to community members on Web3 and decentralized physical infrastructure networks (DePIN) topics. Assisted users with troubleshooting, onboarding, and understanding platform features. Moderated community forums and social channels to foster engagement and maintain a positive environment. Created and shared educational content to help users navigate Web3 technologies and DePIN concepts. Collaborated with the core team to gather user feedback and improve platform usability. Promoted community growth by organizing events, AMAs (Ask Me Anything), and discussions. Stayed updated on Web3 and blockchain trends to provide accurate and timely support. Advocated for decentralization and user empowerment within the Titan Networks ecosystem. Client Relationship Specialist (IAG NEW ZEALAND)Client Relationship Specialist (IAG NEW ZEALAND) WNS Global Services Jun 2017 - Jan 2019 Provided outbound/inbound support to clients, addressing inquiries, concerns, and policy-related questions. Managed email and phone support, ensuring timely and professional communication with clients. Facilitated new business processes, including sales and onboarding of new clients. Handled collections and payment arrangements, ensuring accurate and timely processing of payments. Supported underwriting processes, assisting with risk assessment and policy issuance. Built and maintained strong client relationships, ensuring high levels of satisfaction and retention. Resolved client issues efficiently, demonstrating strong problem-solving and interpersonal skills. Collaborated with internal teams to streamline processes and improve service delivery. Client Relationship ManagerClient Relationship Manager 123RF Tech. Malaysia 2016 - Jun 2017 Managed and nurtured relationships with clients, ensuring high satisfaction and retention. Addressed client inquiries and concerns regarding stock photo licensing, subscriptions, and account management. Provided personalized support to help clients maximize the value of their subscriptions and content usage. Collaborated with internal teams to resolve client issues and improve service delivery. Monitored client accounts to identify upsell and cross-sell opportunities. Maintained accurate client records and tracked interactions using CRM tools. Delivered training and resources to help clients navigate the platform and access content efficiently. Contributed to the growth of the business by fostering long-term partnerships with clients. Vincent Cerill Inferido SENIOR MANAGER, HEAD OF CUSTOMER SUCCESS / HEAD OF MARKETING/ PROJECT MANAGER/ BUSINESS COUNSELOR/ GENERAL VIRTUAL ASSISTANT/ CLIENT RELATIONSHIP MANAGER/ OPERATIONS ANALYST WORK EXPERIENCE Operations Analyst ePerformax Contact Center Feb 2008 - Nov 2011 Managed operator staffing requirements in 15-minute intervals based on Traffic Office directives. Monitored operator schedule adherence and coordinated overtime or extra time as needed. Facilitated off-board activities and ensured smooth communication between operations teams and the Traffic Office. Assisted operators with vacation/time-off requests and enforced office policies. Generated operational reports and entered exceptions to maintain accurate records. Tracked agent check-ins, attendance, and absences (e.g., ABS/NCNS/LATE). Maintained call processing proficiency and provided backup support for call handling. Updated downtime trackers and managed staffing across production floors. Handled incoming calls and emails, addressing operator concerns and escalating issues to the Traffic Office. Prepared and sent End-of-Shift (EOP) reports, adherence inquiries, and daily attendance reports. Ensured accurate attendance tracking and reporting for operational efficiency. Tier 3 Billing and Sales SpecialistTier 3 Billing and Sales Specialist IBEX Global (AT&T) 2013 - Apr 2015 Handled customer questions, complaints, and billing inquiries with professionalism and courtesy. Provided alternative solutions to retain customers and resolve issues effectively. Assisted new customers with card activation, ensuring a positive onboarding experience. Gathered necessary data to sell account products/services and explained features, benefits, and enrollment processes. Accurately processed customer information in the Accounts CRM system. Identified opportunities for process improvements to enhance customer service standards. Escalated emerging product or customer dissatisfaction issues to appropriate teams. Processed online payments, payment arrangements, and orders efficiently. Maintained a high level of customer satisfaction by setting clear expectations and delivering solutions.