Joanna Marie Nacino, Customer Success Manager, Travel Content Writer, ESL Teacher, Interpreter

About

Profile Summary With 4+ years of experience in customer relationships and account management. Adept at CRM and marketing automation. Always willing to learn and share ideas with the team and others. Through personal and professional experiences, skilled in building rapport, demonstrating outstanding communication skills. Ability to work with multiple teams to achieve individual and common goals and if the need arises, able to make critical decisions. Experience Summary 7 years Customer Service Experience including 4.5 years of Customer Success Manager experience 6 years Teaching and Training Experience 4 years Content Writing and HTML/CSS Experience 2 years Sales and Telemarketing Experience Technical Knowledge (Tools Used) FreshDesk/FreshWorks/FreshChat/FreshCaller, Atlassian, Trello, Olark, Crisp, Google Suite, Adobe Photoshop, HTML/CSS (Basic)

Experience

Language Link

Dec 2020 – Present

Remote

English - Tagalog/Ilocano Interpreter

● Accurately interpret everything that is said to the Target Language ● HIPAA Compliant

Beeketing

May 2016 – Oct 2020

Remote

Customer Success Guru / Manager

● Build strong relationships with clients, anticipate their needs, and help them use our products to make their businesses more effective and successful ● Work closely with clients to develop expansion opportunities and referrals ● Help clients use our services efficiently and generate direct results on the performance of their business ● Listen to customer feedback, understand market needs, then effectively work with Design, Product, and Marketing teams to improve product quality ● Live chat with clients to support their real-time inquiries. ● Call customers when needed to solve urgent issues. ● Write product tutorials and solutions so customers can understand how to use our products effectively. ● Train new Customer Success Juniors and Managers

VM Travel

Jul 2016 – Apr 2020

Hue, Vietnam

Content Writer / Editor

● Produce well-researched content for publication online ● Organize writing schedules to complete drafts of content or finished projects within deadlines ● Utilize industry best practices and familiarity with the organization's mission to inspire ideas and content ● Communicate and cooperate with the Marketing Director and Web Developer ● Use search engine optimization (SEO) strategies in writing to maximize the online visibility of a website in search results ● Join tours and review services provided by partners

Tupperware Brands

Oct 2014 – Feb 2015

Makati, Philippines

Sales Training Supervisor

● Identifies training needs and conducts sales training programs as prescribed in an effective, timely, and cost-efficient manner; ● Assists Field/Branch Sales and Operations Manager in the achievement of sales, recruitment, and dealer activity rate targets of the branch; ● Ensures proper merchandising and information campaign of the following but not limited to campaign offers, incentive programs, plus plans, new products, sales, and recruitment incentives; ● Helps the Field/Branch Sales and Operations Manager in conceptualizing, implementing, monitoring, and evaluating other sales offers and recruitment activities; ● Submits timely, accurate, and complete reports.

Stream Global Services

Jun 2011 – Apr 2013

Makati, Philippines

Sales Professional

Education

University of Northern Philippines

Aug 2019 – May 2021

Master, Business Administration

Saint Louis University

Jun 2007 – Mar 2011

Bachelor, Business Administration - Marketing

Joanna Marie Nacino

Customer Success Manager, Travel Content Writer, ESL Teacher, Interpreter

Skills

Languages