Data Entry Specialist with 20+ Years Experience
Resume:
ROEL HINGADA
Kawit, Cavite, Philippines
096******** *********@*****.***
PROFESSIONAL SUMMARY
Customer Service Supervisor and Client Success professional with over 20 years of experience in customer service, BPO operations, team leadership, performance coaching, and client relationship management. Experienced in leading teams, improving service quality, resolving escalations, monitoring performance metrics, and supporting operational efficiency. Recently supported law firms across the United States as a Client Success Manager through onboarding, account health monitoring, renewals, and client success planning.
CORE SKILLS
Customer Service Operations
Team Leadership and Staff Supervision
Performance Coaching and Development
Client Success Management
Customer Onboarding and Implementation
Account Health Monitoring
Escalation and Complaint Resolution
Quality Assurance and Ticket Monitoring
KPI and Performance Management
Customer Retention Strategies
Workforce Scheduling and Coverage Planning
Process Improvement
Conflict Resolution
CRM and Dashboard Reporting
MS Office
Communication and Stakeholder Management
PROFESSIONAL EXPERIENCE
Customer Service Supervisor
Zalora Muntinlupa City, Philippines
November 2021 – Present
● Oversaw day-to-day customer service operations, ensuring team productivity, attendance, and performance standards were maintained.
● Supervised and coached customer service representatives to improve service quality, productivity, and customer satisfaction.
● Conducted live ticket monitoring and side-by-side coaching to provide timely feedback and performance support.
● Monitored individual and team KPIs, identified performance gaps, and delivered targeted development plans.
● Managed customer escalations and resolved complex concerns professionally to build trust and improve customer experience.
● Coordinated attendance updates with Workforce Management and Service Level teams to support staffing requirements.
● Implemented scheduling strategies to improve peak-hour coverage and reduce customer wait times.
● Identified customer service trends and recommended process and procedural improvements.
● Promoted a customer-centric culture focused on empathy, collaboration, accountability, and continuous improvement.
● Coordinated with cross-functional teams to ensure a seamless customer experience. Client Success Manager
LegalSoft California, USA
October 2025 – January 2026
● Managed post-sale client relationships as the primary point of contact for onboarding, adoption, and ongoing customer success.
● Led customer onboarding and implementation activities to support timely launches and clearly defined success milestones.
● Identified client goals and pain points and developed success plans with measurable KPIs and outcomes.
● Monitored account health, documented client interactions, identified risks, and maintained action plans using dashboards and CRM tools.
● Supported law firms across the United States through virtual staffing services and client relationship management.
● Identified growth opportunities, including upselling, cross-selling, and renewals, in partnership with Sales and Account Management teams.
● Managed renewals by confirming value realization, aligning on next steps, and maintaining client engagement.
● Collected and shared client feedback to support process improvements and service delivery enhancements.
● Advocated for clients internally while balancing business goals, policies, and contract requirements.
Performance Development Coach
ePerformax Contact Centers Parañaque, Philippines March 2017 – November 2021
● Delivered targeted coaching to improve agent performance, customer service quality, productivity, and customer satisfaction.
● Analyzed performance metrics to identify development opportunities and support individual and team goals.
● Supported continuous improvement initiatives and operational excellence within a BPO environment.
● Provided feedback, coaching plans, and ongoing support to help employees improve performance outcomes.
Team Leader
TaskUs Cavite, Philippines
January 2016 – March 2017
● Led a team of employees to meet daily productivity goals and quality standards.
● Supported team performance, employee development, and efficient daily operations.
● Acted as a bridge between frontline staff and management to address operational concerns and maintain service quality.
Team Leader
TeleTech – Telstra Account Pasay, Philippines
January 2011 – January 2016
● Guided team members in achieving daily goals, maintaining quality standards, and improving operational efficiency.
● Supported employee performance and development through coaching, feedback, and regular communication.
● Ensured smooth coordination between frontline employees and management. Customer Service Representative
Infonxx Makati, Philippines
January 2004 – January 2009
● Provided customer service support and assisted customers with inquiries and issue resolution.
● Maintained professional communication and contributed to positive customer experiences.
EDUCATION
Associate in Computer Technology
San Sebastian College Recoletos de Cavite Cavite City, Philippines 2002 – 2004
Bachelor of Arts in Political Science – Undergraduate Studies De La Salle University – Dasmariñas Dasmariñas, Cavite, Philippines 1998 – 2001
Secondary Education
St. Mary Magdalene School Kawit, Cavite, Philippines Graduated March 1998
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