Dustin Alejandrino
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Oracle | NetSuite Philippines
11.2018 - 03.2023
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Principal Consultant
Oracle | NetSuite Philippines
11.2016 - 11.2018
- Applied ERP expertise to support company sales and service functions.
- Collaborated with clients from concept through final delivery of product or service.
- Directed onsite training for business users to maximize productivity.
- Oversaw project teams and maintained quality-minded schedules.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Devised and implemented processes and procedures to streamline operations.
Technical Support Engineer
NetSuite Philippines
11.2014 - 11.2016
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Served as primary point of contact for support relating to owned solutions and products.
- Documented faults and bugs for referral to development staff for use in updates.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Delivered Tier-3 support and SME input to internal and external customers.
Senior Technical Support Specialist
NetSuite Philippines
06.2012 - 11.2014
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve functional (ERP) issue.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Maximized use of hardware and software by training users and interpreting instructions.
Education
Bachelor of Science - Accountancy
Saint Vincent De Ferrer College of Camarin
Philippines04.2016
Bachelor of Science - Business Administration And Management
University of The East (Manila)
Philippines04.2012
Skills
- Business Development
- Operational Efficiency
- Renewal Opportunities
- Collaborative Environments
- Training Programs
- Schedule Management
- Client Service Optimization
- Strong Technical Acumen
Accomplishments
- Pioneered a team for NetSuite Consultants, attended training in San Mateo, California, USA in 2016
- Represented Customer Support Team in 2015 SuiteWorld in San Jose, California, USA
Certification
- NetSuite Certified Administrator
- NetSuite Certified ERP Consultant
- NetSuite Certified Financial User
- NetSuite Certified - SuiteFoundation
Timeline
Customer Success Manager
Oracle | NetSuite Philippines
11.2018 - 03.2023
Principal Consultant
Oracle | NetSuite Philippines
11.2016 - 11.2018
Technical Support Engineer
NetSuite Philippines
11.2014 - 11.2016
Senior Technical Support Specialist
NetSuite Philippines
06.2012 - 11.2014
Bachelor of Science - Accountancy
Saint Vincent De Ferrer College of Camarin
Bachelor of Science - Business Administration And Management
University of The East (Manila)
- NetSuite Certified Administrator
- NetSuite Certified ERP Consultant
- NetSuite Certified Financial User
- NetSuite Certified - SuiteFoundation
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