Paul Romuel Danila Email & Phone Number

Manila, National Capital Region, Philippines

• Reviewed, edited, and revised existing Support guidelines, policies, processes, and playbooks.
• Wrote templated responses and customer-facing documentation concerning Customer Support issues.
• Spearheaded multiple projects leading to the end-to-end improvement and documentation of new and existing business processes to provide resolution to issues reported by clients.
• Maintained the accuracy of training materials to help new hires understand the product and the company’s business… Show more
• Maintained the accuracy of training materials to help new hires understand the product and the company’s business processes.
• Performed required customizations to Support Business Rules (Zendesk, Aircall, Slack, Jira, etc).

• Created, updated, and published how-to and FAQ articles about the client’s web application.
• Managed and provided ideas on improving the Knowledge Base website while considering the users’ experience navigating and looking for an article.
• Established a sustainable knowledge management process to ensure unimpeded flow of content requests and other documentation.
• Participated in feature testing to identify improvements and help the team fix bugs and errors.
• Output:… Show more
• Output: https://wajooba.helpscoutdocs.com/ Show less

Manila, National Capital Region, Philippines

• Headed and established an internal website for file management and data repository, serving as a one-stop shop for all important tools and resources the frontline advocates need while providing support
• Handled and provided guidance to new subject-matter experts (SME) or floorwalkers, so they would know how to provide support and feedback, strategize on giving priorities, and creating action plans on how to target.
• Contributed in… Show more
• Contributed in developing high potential advocates who can take the next step in supporting other advocates and be part of the leadership team.
• Initiated and contributed to process creation and improvement by working with floor walkers and frontliners in identifying program and process opportunities.
• Maintained a 100% to goal performance for customer service representatives handling both voice and chat for a fin-tech account. Show less

National Capital Region, Philippines

• Integrated quality and accuracy goals and metrics in the team’s balanced scorecard to further improve the measurement of performance in delivering and meeting client expectations.
• Completed over 15 client projects with 100% completion and efficiency rate in a span of a year.
• Maintained 100% team performance from January 2020 to June 2021 by conducting interventions and weekly one-on-one coaching sessions.
• Provided monthly reports and discussed challenges and opportunities with… Show more
• Provided monthly reports and discussed challenges and opportunities with the clients to do further root-cause analysis and identify possible solutions.
• Established a standard operating procedure for a team of content writers to provide a uniform and efficient process when updating or creating new expert and/or customer-facing articles.

National Capital Region, Philippines

• Updated and created expert and customer-facing articles based on the requests from service delivery leaders, engineers, and product experts while maintaining compliance with the client’s writing style and brand.
• Worked closely with engineers, point of contact, and product experts from various regions to conduct research, test workflows and new features, and ensure accuracy of contents across all supported regions before.

National Capital Region, Philippines

• Evaluated customer information to explore issues, develop potential solutions, and maintain high quality service.
• Enhanced productivity by staying on top of call scripts and maintaining control over the direction of conversations.

Bachelor, Agriculture

Activities and Societies: UP Agricultural Society, UP Banahaw, UP Sarong Banggi, SAKBAYAN, ANAKBAYAN, NNARA-Youth

Associate Of Arts - Aa