Mircelaine Alba Email & Phone Number

Responsible for cultivating strong client relationships and ensuring their success with our products/services from onboarding to event execution. Understanding client needs, providing proactive support, and collaborating cross-functionally to deliver exceptional customer experiences. Build and improve our product/service knowledge base for our end users.

Build and maintain strong relationships with clients and serve as the primary point of contact and establish regular communication channels. Analyze customer data and metrics to identify trends, patterns, and areas for improvement. Assist in updating / improving the Customer Success Management (CSM) knowledge-base and account management Standard Operating Procedures (SOPs). Lead & coach junior Customer Success colleagues. Collaborate with other members of the customer success team to address… Show more Build and maintain strong relationships with clients and serve as the primary point of contact and establish regular communication channels. Analyze customer data and metrics to identify trends, patterns, and areas for improvement. Assist in updating / improving the Customer Success Management (CSM) knowledge-base and account management Standard Operating Procedures (SOPs). Lead & coach junior Customer Success colleagues. Collaborate with other members of the customer success team to address common challenges, optimize processes, and improve overall customer success outcomes. Show less

Monitor and improve the performance of the Seller Support Team in terms of productivity, process adherence and customer satisfaction. Provide and drive process improvement and implement new initiatives. Conduct coaching and feedback sessions to the team and cascade information during team huddles. Handle Seller complaints and resolve escalated concerns.

In charge of creating an internal and public knowledge base, instructional videos, and client documentation for PouchVENUE. Responsible for venue client onboarding and making sure that they have everything they need to get started with the PouchVENUE system. Providing customer support via Freshdesk. Leading the customer success team to provide technical and customer service for our Global venue clients that are inline with the company's best practices and protocols.

Responsible for collating and processing orders for PouchPASS Shopify (B2C) and B2B Orders. Monitoring manufacturing, production, and assembly of PouchPASS orders. In charge of creating an internal and public knowledge base, instructional videos, and documentation about PouchPASS. Providing customer service using Freshdesk.

Responsible for creating internal and public training materials, instructional videos, and documentation for the PouchVENUE system. Coordinating directly with the development team to assure that all information for the internal and public documentation is complete and accurate. Training the operations team with the new features for the PouchVENUE system and assisting them to provide venue clients exceptional customer service.

Responsible for training Operations Teams in Singapore and Thailand offices to make sure that they are aligned with PouchNATION event deployment standards and company protocol. In charge of training operations team on features of the PouchNATION system and on event deployment standard operating procedures. Creates training materials, documentation, and guidelines for event deployment. Assist the deployment teams in setting up their events and offer technical support when needed. Reports… Show more Responsible for training Operations Teams in Singapore and Thailand offices to make sure that they are aligned with PouchNATION event deployment standards and company protocol. In charge of training operations team on features of the PouchNATION system and on event deployment standard operating procedures. Creates training materials, documentation, and guidelines for event deployment. Assist the deployment teams in setting up their events and offer technical support when needed. Reports directly to the COO. Show less

Leads the Philippine Operations Department. Handles the event pre-coordination, planning, and onsite execution of PouchNATION's system. Coordinates and plans with the event organizer/s directly. Incharge of creating the post-event reports. Works together with the Analytics department to create a full validated event analytics. Directly reports to the country manager.

Makati City, Philippines

Quezon City

Parañaque City, Philippines