- Hubspot
Maria Cecilia Aquino
Customer Success Manager
Garden Grove,CA
Summary
Goal-oriented Client Success Manager adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences as primary liaison and company representative. Ready to bring 8 years of experience and take on challenging new role.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Client Success Manager
Focusinc Group
Suffern, NY
10.2017 - 04.2022
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Developed marketing campaigns to enhance clients' return on investment.
- Attended networking events to meet new prospects and expand business opportunities through partnerships.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Planned, articulated and executed client development strategies.
- Communicated best practices among on-site and external personnel to align efforts and goals.
Client Relationship Manager
Seven Seven Corporate Group
Rockaway, NJ
06.2014 - 02.2017
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Worked with clients to address and respond to client and partnership management issues.
- Assessed client needs and developed plans to adequately address current and future objectives.
Manager of Operations
Bank Of America Merrill Lynch
Philippines
11.2012 - 06.2014
- Prepared annual budgets with controls to prevent overages.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Introduced new methods, practices and systems to reduce turnaround time.
Asst Operations Manager
SYKES
Philippines
01.2004 - 07.2012
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Enhanced employee management by developing schedules, tracking time and administering payroll.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Educated operations team on best practices, company policies and service excellence standards.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Supervised operations team to support operational excellence and excellent customer service.
- Developed and maintain operational guidelines for staff.
Education
Bachelor of Science - Finance
De La Salle University
Philippines 06.1993 - 06.1997
Skills
- Customer service and support
Software
MS Office
Excellent knowledge in MS Office Word, Excel & Powerpoint
Timeline
Client Success Manager
Focusinc Group
10.2017 - 04.2022
Client Relationship Manager
Seven Seven Corporate Group
06.2014 - 02.2017
Manager of Operations
Bank Of America Merrill Lynch
11.2012 - 06.2014
Asst Operations Manager
SYKES
01.2004 - 07.2012
Bachelor of Science - Finance
De La Salle University
06.1993 - 06.1997
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