Summary
Overview
Work History
Education
Skills
Cooking
Languages
Timeline
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Airgelou Romero

Bundamba,QLD

Summary

Experienced Customer and Client Services Manager bringing more than 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

19
19
years of professional experience

Work History

Client Service Manager

BMC GROUP ASIA INC - SMARTROOM VDR
08.2012 - 05.2023
  • Enhanced client satisfaction by addressing concerns and providing timely solutions.
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
  • Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
  • Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
  • Championed a culture of open communication within the team, fostering seamless collaboration among colleagues.
  • Created customer support strategies to increase customer retention.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Coached team members on best practices for exceptional customer service, boosting overall performance levels.
  • Reduced turnaround times on client requests by streamlining work processes.
  • Collaborated with cross-functional teams for better service delivery and client experience.
  • Initiated feedback loops for continuous learning from both internal teams and external clients.
  • Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
  • Mentored junior staff members for career growth opportunities within the organization.
  • Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
  • Kept accurate records to document customer service actions and discussions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Researched and corrected customer concerns to promote company loyalty.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Developed detailed plans based on broad guidance and direction.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Launched quality assurance practices for each phase of development
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Product Specialist

BMC GROUP ASIA INC - SMARTROOM VDR
02.2011 - 05.2023
  • Assisted with demonstrations for VDR to showcase functionality.
  • Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the given product line.
  • Trained and provided coaching to 10 junior team members.
  • Continually expanded knowledge of SmartRoom product line.
  • Spearheaded successful product launches, generating widespread brand awareness and interest from potential customers.
  • Researched product's technical specifications and accurately communicated information.
  • Collaborated with cross-functional teams to streamline product development processes.
  • Developed comprehensive product training materials, significantly improving team knowledge and customer support quality.
  • Conducted training sessions for sales and customer service teams, enhancing product knowledge and messaging.
  • Spearheaded creation of user manuals and FAQs, significantly reducing customer support inquiries.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Tested new software and hardware prior to deployment.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Boosted customer retention by providing exceptional product support and addressing user concerns.

Project Manager, Client Services

BMC GROUP ASIA INC - SMARTROOM VDR
02.2009 - 05.2023
  • Leveraged industry best practices for efficient management of complex projects, ensuring consistent success rates across multiple engagements.
  • Collaborated closely with deal room owners to gather requirements, define project scope, and establish realistic timelines.
  • Maintained comprehensive documentation for all project phases, ensuring transparency and timely access to information for stakeholders.
  • Fostered strong relationships with clients, leading to increased contract renewals and referrals.
  • Managed risks proactively by identifying potential issues and implementing mitigation strategies, ensuring smooth project progression.
  • Built high-performing teams through effective recruitment, training, motivation, and retention strategies that supported organizational goals.
  • Conducted regular status meetings for clear communication of progress updates, risk assessments, and action items among team members.
  • Mentored junior team members, enhancing their skills and contributing to overall team performance improvement.
  • Streamlined communication channels for better collaboration with cross-functional teams, resulting in enhanced project efficiency.
  • Developed and executed comprehensive project plans to ensure timely completion of deliverables.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
  • Mentored departmental team, boosting efficiency, success and morale among employees.
  • Developed new employees and on-going performance assessment of current employees.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.


Global Client Support Analyst

BMC GROUP ASIA INC - SMARTROOM VDR
04.2006 - 05.2023
  • Streamlined support processes for increased efficiency and faster response times.
  • Escalated critical client concerns appropriately while maintaining clear communication channels throughout problem-solving processes.
  • Assisted with the onboarding process for new clients, ensuring smooth transitions and minimizing downtime during implementation phases.
  • Assisted Project Managers in carrying out the requests of clients
  • Provided phone and email support to all VDR clients across all regions
  • Assisted in data entry and data mining tasks
  • Performed user acceptance testing when new features are rolled out
  • Provided exceptional customer support by promptly addressing inquiries, concerns,and complaints via phone, email, and chat services.
  • Managed a high volume of incoming calls and accurately documented customer interactions in the CRM system.
  • Collaborated with cross-functional teams to resolve complex customer issues and ensure timely resolution.
  • Proactively followed up with customers to ensure their satisfaction and foster long-term relationships

Legal Document Specialist

BMC GROUP ASIA INC - RESTRUCTURING
04.2004 - 05.2023
  • Reduced errors in legal documents by meticulously proofreading and editing for accuracy and clarity.
  • Maintained professional relationships with clients by promptly addressing inquiries related to their cases or documentation requirements.
  • Improved team efficiency by training junior staff on best practices for drafting, revising, and formatting legal documents.
  • Reviewed and analyzed bankruptcy court dockets and escalate dockets impacting a creditor claim. This involves claims processing and forwarding output to the respective project teams.
  • Researched US Bankruptcy loan files to confirm Federal guidelines compliance
  • Reviewed and analyzed bankruptcy court dockets and escalated dockets impacting a creditor claim
  • Processed bankruptcy claims
  • Assisted in various data entry tasks related to creditor information
  • Consistently met tight deadlines for document submissions, ensuring timely completion without sacrificing quality or accuracy during periods of heavy workload.

Legal Assistant

Tambago and Diaz Law Office - Part-Time
04.2021 - 05.2022
  • Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
  • Handled office scheduling and made notes for deadlines, motions, and other important dates.
  • Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
  • Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
  • Assisted in the preparation of subpoenas, motions, witness lists, and other documents
  • Conducted legal research in preparation for the upcoming case trial
  • Communicated pertinent information to clients via phone, email, and mail
  • Directed and coordinated law office activity including delivery of subpoenas
  • Investigated facts and laws to determine causes of actions and prepare the appropriate case
  • Family Law
  • Labor Law
  • Monthly Billing
  • Responded to client inquiries, providing accurate legal advice and offering assistance.
  • Enhanced office productivity by implementing efficient document management systems for easy retrieval and storage.
  • Conducted comprehensive legal research using various resources such as online databases, law libraries, or government agencies to support case strategies effectively.
  • Contributed to client retention by delivering exceptional support services and maintaining high levels of satisfaction.
  • Assisted in negotiation and drafting of settlement agreements, facilitating amicable resolutions in numerous cases
  • Attended court hearings and depositions to take notes and document proceedings.
  • Interviewed clients to obtain information relevant to cases.
  • Conducted background investigations on defendant.
  • Contacted witnesses to testify under oath at court hearings.

Paralegal

Dayandayan & Siclot Law Office - Part Time
03.2020 - 03.2021
  • Reduced attorney workload by drafting routine legal documents such as pleadings, motions, and affidavits.
  • Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
  • Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
  • Assisted counsel in preparing answers, providing documentation, and information for discovery request.
  • Edited and proofread legal documents to verify accuracy.
  • Liaised with other paralegals and legal staff to complete common tasks on schedule.
  • Contributed to firm-client relationship building through professional interactions with clients during meetings or phone calls, conveying empathy while maintaining confidentiality.
  • Maintained and updated organized client contact information to keep in touch with clients and provide updates on cases.
  • Prepared legal briefs, motions, and pleadings.
  • Boosted office productivity by maintaining an accurate calendar of appointments, deadlines, and court appearances.
  • Streamlined communication between clients and legal staff by managing client inquiries promptly and professionally.
  • Facilitated timely and accurate billing by recording billable hours, expenses, and other relevant information in the firm''s billing system.
  • Conducted detailed client intakes and entered information into company database.
  • Summarized depositions, legal documents and other material to provide attorney with relevant material for cases.
  • Enhanced firm's legal research capabilities, maintaining up-to-date database of legal resources and precedents.
  • Increased client satisfaction with thorough research and prompt response to inquiries.
  • Assisted in drafting legal documents, ensuring compliance with court requirements and deadlines.
  • Revised and finalized letters, briefs, and memos.
  • Contacted clients to schedule appointments and discuss progress of cases.
  • Communicated pertinent information to clients via phone, email, and mail
  • Preparation and reconciliation of expenses
  • Family Law
  • Labor Law
  • Criminal Law

Legal Assistant

Biano Law Office - Part Time
03.2019 - 02.2020
  • Handled office scheduling and made notes for deadlines, motions, and other important dates.
  • Facilitated timely resolution of legal matters by preparing and organizing essential documents.
  • Responded to client inquiries, providing accurate legal advice and offering assistance.
  • Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
  • Handled billing tasks efficiently and accurately, ensuring smooth financial operations for the legal team.
  • Attended court hearings and assisted counsel during the proceedings
  • Conduct legal research and compile relevant information for cases
  • Directed and coordinated law office activity including delivery of subpoenas
  • Served as liaison between attorneys and clients
  • Diary management
  • Document management
  • General Administrative support
  • Monthly Billing
  • Answering phone calls and prioritizing urgent matters and correspondence
  • Family Law
  • Labor Law
  • Enhanced attorney effectiveness by providing timely and accurate legal research and analysis.

Education

J.D. - Law

University of San Jose Recoletos
Philippines
04.2002

Bachelor of Arts - Political Science

University of San Carlos
Philippines
05.1998

Skills

  • Client Relationship Building
  • Legal Assistance
  • Meticulous attention to detail
  • Customer Relations
  • Training and mentoring
  • Customer Relationship Management (CRM)
  • Microsoft Outlook, Word, and Excel
  • Account Management
  • Training programs
  • Proficient in oral and written communication
  • Account Updates
  • Research and due diligence
  • Deadline-oriented

Cooking

I am a self taught home cook. I love to watch food shows, documentary or anything that involves FOOD! I love to cook seafood, grilled or with spicy sauces.

Languages

English
Full Professional

Timeline

Legal Assistant

Tambago and Diaz Law Office - Part-Time
04.2021 - 05.2022

Paralegal

Dayandayan & Siclot Law Office - Part Time
03.2020 - 03.2021

Legal Assistant

Biano Law Office - Part Time
03.2019 - 02.2020

Client Service Manager

BMC GROUP ASIA INC - SMARTROOM VDR
08.2012 - 05.2023

Product Specialist

BMC GROUP ASIA INC - SMARTROOM VDR
02.2011 - 05.2023

Project Manager, Client Services

BMC GROUP ASIA INC - SMARTROOM VDR
02.2009 - 05.2023

Global Client Support Analyst

BMC GROUP ASIA INC - SMARTROOM VDR
04.2006 - 05.2023

Legal Document Specialist

BMC GROUP ASIA INC - RESTRUCTURING
04.2004 - 05.2023

J.D. - Law

University of San Jose Recoletos

Bachelor of Arts - Political Science

University of San Carlos

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Airgelou Romero