Summary
Overview
Work History
Education
Skills
Trainingsseminars
Accomplishments
Certification
Timeline
Generic

MARIA Lourdes Fatima Olofernes

Quezon City

Summary

To pursue a healthy and competitive career through exposure and experience.

Knowledgeable Senior Customer Success Manager with strong background in fostering client relationships and ensuring satisfaction. Leveraged extensive customer feedback to drive process improvements and enhance service delivery. Demonstrated expertise in customer retention strategies and conflict resolution.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Sr. Customer Success Manager

Deltek Systems Inc
01.2023 - Current
  • Management of existing SaaS customers for a specific territory with emphasis on customer retention and team goals
  • Develop trusted relationships with customers so Deltek is focused on the customer’s business goals and strategies
  • Offer non-technical assistance and provide solutions to customer problems and needs involving other Deltek Teams as needed
  • Provide expertise on Deltek solution, highlighting key features and functionalities allowing the customer to meet objectives
  • Provide Onboarding Powerpoint presentation for new and conversion clients
  • Conduct on-going account reviews to include subscription renewals and license expansions
  • Effectively rolling out campaigns, promotions, and spiffs, as well as providing post-sales check-ins and continued health checks
  • Plan and execute sales strategies and maintain relations with partner consultants
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Managed escalations effectively, resolving complex issues and preventing future occurrences.
  • Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Created customer support strategies to increase customer retention.
  • Utilized customer feedback to inform changes and improvements to customer success plans.

Customer Success Manager

Deltek Systems Inc
01.2019 - 12.2023
  • Onboarding and training clients
  • Telephone and computer sales management of existing customers for a specific territory, with emphasis on total customer coverage, customer retention, and team achievement
  • Sell service and subscription renewals, and other services as appropriate to customer requirements
  • Investigate possibilities of add-on offerings
  • Conduct on going account reviews to communicate best practices
  • Provide regular reporting on account status, issues, forecasts, and activities
  • Proven track record in customer service/telesales with working knowledge of the education, software, and services market
  • Customer service/telesales experience in IT industry or Account Management in a SaaS environment
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

Customer Care Analyst- ERP

Deltek Systems, Inc.
01.2012 - 01.2019
  • Provide quality accounting software support to clients using Deltek products, specifically Deltek Costpoint
  • Accounting software support includes several modules such as General Ledger, Accounts Payable, Accounts Receivable, Cash Management, Projects (Cost and Revenue), Billings, etc
  • Provide support to customers via telephone, email, chat and the internet
  • Work activity involves assessing the nature of customer problems
  • Be able to reproduce customer’s issues/problems via testing environment
  • Consult user guides, knowledge-based articles and other documents for reference and solutions
  • Provide training and advice to users and groups within the organization focusing in areas of improvement
  • Collate and document problems and solutions encountered for use by other Customer care analyst
  • Contributed to team success by consistently achieving personal performance metrics related to call quality, productivity, and problem-solving abilities.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Answered constant flow of customer calls with minimal wait times.
  • Investigated and resolved customer inquiries and complaints quickly.

Accounting – Technical Support Architect

NetSuite (Philippines) Inc.
01.2011 - 01.2012
  • Conducted tests and created recorded trainings for new features during release phase of NetSuite’s most up-to-date version
  • Conversed with Clients of NetSuite (business owners, executives, and end users) to resolve accounting and technical support issues in a timely manner
  • Respond to online business process inquiries using high standard written communication
  • Developed Knowledge Base solution articles published on NetSuite’s website – SuiteAnswers page (Customer Portal Development Area) that present cool tips and tricks on how a certain feature works in NetSuite or out of the box workarounds (in case of a system bug or enhancement)
  • Mentored junior architects on best practices within the field while providing guidance on complex design issues.
  • Applied creative problem-solving skills to address unique challenges in the architectural design process.
  • Attended team meetings to resolve technical and project issues and review project schedules.
  • Verified construction documentation to meet client requirements and vision.

Technical Service Engineer Level 2 (TSR 2)

Etelecare Global Solutions
01.2006 - 01.2011
  • Providing technical and accounting inquiries for QuickBooks Pro, Premier, Enterprise Solutions and Simple Start customers
  • Developed strong relationships with key accounts through consistent high-quality service delivery.
  • Proactively identified areas for process improvement, leading to the implementation of new strategies that increased departmental efficiency.
  • Attended industry conferences and workshops to stay updated on new technologies, further enhancing expertise in the field.
  • Participated in root cause analysis meetings to identify areas of concern and develop corrective action plans.

Education

Business Administration - Major in Management

Siena College
01.2021

Business Administration - Major in Marketing

Miriam College
01.2004

High School -

St. Theresa’s College
01.2001

Skills

  • Computer literate (MS Word, Excel, PowerPoint, Internet, e-mail)
  • Interpersonal skills
  • Innovative and efficient
  • SalesForce and Gainsight usage
  • Data-driven decision-making
  • Customer Advocacy
  • Relationship Management
  • Upselling strategies
  • Customer Feedback Analysis
  • Customer Journey Mapping
  • Client onboarding
  • Customer Retention

Trainingsseminars

  • Training on QuickBooks Financial software, 01/01/06 - 12/31/08
  • Training on E-submission (E-mail) Pilot team, 01/01/07
  • Training on Sales for QuickBooks financial software customers, 01/01/07 - 12/31/08
  • Career Development, 02/01/06
  • Entrepreneurial 'Career Talk', 09/01/06
  • Exposure tour on Production and Entrepreneurship Management, 09/01/05
  • Restaurant tour with seminar-orientation on Food Service Design and Facilities, 01/01/03
  • Team Building seminar, 01/01/03

Accomplishments

    Deltek’s 2020 President’s Club Achiever.

Certification

  • Costpoint Master Certification Exam - Deltek University [May 2020]

Timeline

Sr. Customer Success Manager

Deltek Systems Inc
01.2023 - Current

Customer Success Manager

Deltek Systems Inc
01.2019 - 12.2023

Customer Care Analyst- ERP

Deltek Systems, Inc.
01.2012 - 01.2019

Accounting – Technical Support Architect

NetSuite (Philippines) Inc.
01.2011 - 01.2012

Technical Service Engineer Level 2 (TSR 2)

Etelecare Global Solutions
01.2006 - 01.2011

Business Administration - Major in Marketing

Miriam College

High School -

St. Theresa’s College

Business Administration - Major in Management

Siena College

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MARIA Lourdes Fatima Olofernes