ARLIN BIBAT
Hornsby,NSW
Summary
More than 10 years of work experience in a fast-paced and customer-centric environment from small to medium businesses and multi-national (Fortune 500) companies on diverse function roles including customer service management, orders and billings, project management, software & database management, supply chain and logistics. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
22
22
years of professional experience
Work History
Customer Success Specialist
Acast
02.2022 - Current
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Implemented process improvements that resulted in increased efficiency within the Customer Success team.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Mentored new hires within the Customer Success team contributing towards overall improvement in team performance and cohesion.
- Responded to customer requests for products, services, and company information.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Gained extensive knowledge of products and services to provide best-in-class solutions.
CUSTOMER SUPPORT SPECIALIST
07.2019 - 11.2021
- Maintain a high level of professionalism with customers via chat, and establish rapport in every phone and video call
- Provide support to newly onboarded customers via Intercom
- Liaise with product development team regarding new release and hot fixes
- Create and follow-up Jira tickets with Technical Support team related to bugs and close the loop with customers
- Manage and maintain users in Intercom
- Ongoing update of help centre documentation
- Handle customer's billing (Project)
- Supported migration of chat application from Intercom to Zendesk, establishing initial processes in place.
SALES SUPPORT
05.2018 - 07.2019
- Point of contact for Office 365 licenses
- Ensure Service Requests are processed before the monthly billing run
- Process billing correction, attrition against contracts and contract termination
- Enter accurate and efficient sale information in the CRM database
- Manage and progress contracts (SOW/Addendum/PCR) to the appropriate channel from the CRM tool to ensure project movement and acknowledgment from the legal department
- Monitor the last check of order entry and identify any issue (i.e
- SAGE pre-sales)
- Activate billing requests and action requests with the Database Team
- Set-up variable contract billing for specific customers
- Generate the weekly and quarterly sales report for team meetings
- Respond and manage the team mailbox for any inquiry from the Project Management.
SALES & COMMUNICATIONS SUPPORT
09.2016 - 05.2018
- Completion of all required Global Sales report (i.e
- Grow to Win, sales pipeline)
- Provide administrative and sales support to the Corporate Account Managers and District Managers (i.e
- Contract negotiation, bids / tender and RFP processes)
- Prepare and deliver all Australian trend reporting and support NZ Pest Admin team as required for NZ trend reporting
- Completion of sales scorecard reporting requirements
- Manage and report Sales Leads
- Preparation of all Customer Business Review Reports in a timely manner.
CHANNEL COMMUNICATIONS SPECIALIST
10.2013 - 01.2016
- APAC Regional Lead responsible for SYMANTEC product release and aligned with the Global and Regional requirements through notification and channel price list preparation monthly
- Review the product codes or Stock Keeping Unit (SKU) lists and the pricing data for completeness and accuracy
- Report and work with internal teams to address any data or quality issue identified
- Coordinate with the Global SKU and Pricing team, Regional Product Marketing Managers and other business units to help with the generation of Channel Notifications and Price Lists
- Ensure that feedback from the Business Unit Advisors and Product Managers are reviewed and incorporated on the Channel Notification documents through organized coordination.
FRONTDESK REPRESENTATIVE
06.2011 - 09.2013
- Manage customer inquiries supporting in various methods of contact including phone, web form, email, SFDC cases, discussion forums, social media and chat
- Provide support, meet the Service Level Agreement and ensure customer requests are fully resolved
- Build customer relationships and proactively suggest solutions.
PARTNER SERVICE REPRESENTATIVE
06.2010 - 05.2011
- Manage orders in accordance to appropriate process, policies, approval matrixes and within the agreed Global and Regional Service Level Agreements (SLAs)
- Ensure that customer inquiries are responded in a timely manner through emails, Autodesk systems, fax and phone
- Conduct investigations regarding orders, shipments, verifications, registration and complaints.
DATABASE ADMINISTRATOR
11.2006 - 05.2009
- Maintain, verify and complete current product structure and/or database
- Coordinate product structure details with procurement and review Engineering Change Record Master (ECRM) to ensure correct components for newly released products
- Support the European distribution centre with structuring of specially built cabinets.
CUSTOMER ACCOUNT ADMINISTRATOR
09.2005 - 11.2006
- Primary customer service contact for Field Sales Offices, Local Business Partners, Distribution Centres and other Support Groups within the Supply Chain Team
- Receive and respond to inquiries within agreed service levels, with a high sense of urgency and customer focus.
CUSTOMER SERVICE REPRESENTATIVE
10.2002 - 09.2004
- Provide phone and email support to the Online Sales Training for Emerson Process Management employees
- Manage customer responses and conduct research
- Support the Marketing Lead Generation Team on feedback and surveys.
Education
Bachelor of Arts in Political Science -
De La Salle University Philippines
Skills
- Customer Service Management
- Problem-solving abilities
- Complaint Handling
- Process Optimization
- Product Knowledge
- Escalation management
- Project management abilities
- Customer Relationship Management (CRM)
- Order Fulfillment
- Prioritization
Websites
Personal Information
Citizenship: Australian Citizen
Training
- Prince2 Foundation and Practitioner, 03/01/19
- Certificate in Intermediate & Advanced Excel Training, 04/01/17
- Certificate in Supply Chain Management, 03/01/11
- Program Logic Formulation Training, 09/01/08
- Integration of Best Practices: Six Sigma, Lean & Lean Sigma Training, 08/01/08
- MS Access 2003 Training, 09/01/07
Timeline
Customer Success Specialist
Acast
02.2022 - Current
CUSTOMER SUPPORT SPECIALIST
07.2019 - 11.2021
SALES SUPPORT
05.2018 - 07.2019
SALES & COMMUNICATIONS SUPPORT
09.2016 - 05.2018
CHANNEL COMMUNICATIONS SPECIALIST
10.2013 - 01.2016
FRONTDESK REPRESENTATIVE
06.2011 - 09.2013
PARTNER SERVICE REPRESENTATIVE
06.2010 - 05.2011
DATABASE ADMINISTRATOR
11.2006 - 05.2009
CUSTOMER ACCOUNT ADMINISTRATOR
09.2005 - 11.2006
CUSTOMER SERVICE REPRESENTATIVE
10.2002 - 09.2004
Bachelor of Arts in Political Science -
De La Salle University Philippines
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