Marketing Specialist Customer Service

CHARMYNE MAE O. LEDESMA

*** **** ** *, ******* ON L3P 1Z3

647-***-**** • *****************@*****.***

https://www.linkedin.com/in/charmyne-ledesma/

PROFESSIONAL SUMMARY

As an experienced Relationship Manager with a robust 9-year track record in the banking industry, I am known for my exceptional organizational skills and consistently positive outlook. I excel in managing client accounts and nurturing customer relationships to drive sustainable business growth. Having completed my academic studies, I am currently finalizing my internship as a marketing specialist, where I have focused on enhancing my strategic marketing skills and customer-centric approaches.

SKILLS

• Customer Relationship Management: Proven ability to cultivate and nurture strong, lasting client relationships, resulting in increased customer loyalty and repeat business.

• Collaboration and Teamwork: Demonstrated success in cross-functional collaboration, fostering a positive team environment, and achieving collective goals.

• Strong Communication: Exceptional communication skills, both verbal and written, facilitating effective interactions with clients, colleagues, and stakeholders.

• Strategic Account Management: Proficient in strategic account planning and execution, ensuring client satisfaction and revenue growth.

• Canva and Salesforce: Proficiency in leveraging Canva for creative design and Salesforce for efficient customer relationship management, enhancing productivity and client engagement. PROFESSIONAL EXPERIENCE

Metta Massage + Wellness, Canada

Internship- Marketing Specialist/ Client experience coordinator April 2024- Present

• Analyzing marketing efforts using customer feedback and data to understand their impact.

• Crafting persuasive sales stories that align with our wellness approach.

• Utilizing account management tools to develop customer value, aiming to establish, maintain, and enhance customer service and loyalty.

• Demonstrating ethical behavior and corporate responsibility in all professional interactions.

• Supporting marketing initiatives across various platforms, including online, print, and social media.

• Leading the creation of operational guides and defining team roles to improve productivity.

• Assisting in hiring processes and setting up automated feedback systems to enhance service quality. Designer Brands Canada

Part time- Supervisor September 2023- April 2024

• Maintain financial KPI and performance scorecard

• Lead and model exceptional customer service standards

• Provide feedback on service behaviors' impact on business results

• Support the Company's Service Model, Values, and Mission

• Assist in recruiting potential hires

• Conduct new associate onboarding

• Motivate and recognize team performance

• Maintain brand experience standards

• Execute business-driving action plans

• Educate the team on operational integrity and customer experience Unionbank of the Philippines, Makati, Philippines February 2020 - September 2022 Full time- Relationship Manager

• Implemented efficient cash management for corporate clients, boosting financial efficiency.

• Expanded client base through referrals and cross-selling, fueling business growth.

• Fostered long-term loyalty with clients through strategic relationship-building.

• Strengthened customer bonds with regular market updates.

• Ensured exceptional, personalized customer service for utmost satisfaction.

• Resolved issues and inquiries with excellence.

• Drove growth through targeted marketing and client meeting HSBC, Makati, Philippines March 2018 - August 2019 Full time- Relationship Manager

• Maximized opportunities to achieve and surpass Retail Banking and wealth management metrics by addressing customer needs strategically.

• Led the Premier proposition, identifying and fulfilling customer needs with optimal resource allocation.

• Generated leads and sales, making referrals to Wealth Management

• Spearheaded premier activities, exceeding client expectations.

• Allocated assets based on customer requirements, meeting their needs effectively. HSBC, Makati, Philippines September 2015 - March 2018 Full time- Personal Banking Officer

• Provided personalized service, acquiring new clients and processing multiple account openings monthly

• Proactively sought and acquired Credit Card Applications, driving quarterly submissions

• Cultivated strong customer relationships, ensuring high retention rates

• Ensured efficient transaction processing while maintaining compliance standards

• Recommended tailored banking products and services

• Collaborated across departments for streamlined documentation processing

• Cross-sold products and educated customers about self-service options

• Managed member accounts, resolving errors and discrepancies

• Facilitated seamless account openings, ensuring a smooth customer experience HSBC, Makati, Philippines May 2013 - August 2015

Full time- Customer Service Representative/ Premier Greeter

• Executed efficient transactions and back-office tasks, adhering to banking standards.

• Provided exceptional customer service, cross-selling products, and addressing inquiries.

• Shared insights with management to enhance products and operations.

• Precisely handled account openings, closures, and various transactions.

• Identified sales opportunities while meeting customer needs.

• Streamlined processes, ensuring compliance and optimizing service.

• Maintained high service standards, minimizing wait times, and resolving queries promptly. AWARDS AND RECOGNITION

• 2016 CEO Awardee, HSBC Philippines

• 2017 Credit card champion, HSBC Philippines

• 2017 Top Personal Banker, HSBC Philippines

• 2018 Circle of Excellence Awardee, HSBC Philippines

• 2021 Bancassurance Qualifier, Unionbank of the Philippines

• 2022 Bancassurance Qualifier, Unionbank of the Philippines EDUCATION

Lambton College, Canada Jan 2023 - August 2024

Marketing Management & Professional Sales

De La Salle University, Philippines June 2009 - April 2013 Bachelor Of Science Major in Entrepreneurial Management Dean's list: SY 2012-2013

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