Looking for a job

Cecille User

@cecilleuser

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I lead client success and operations teams that improve retention, service delivery, and operational performance.

Philippines

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What I'm looking for

I'm looking to lead client success and operations work where I can strengthen retention, scale service delivery, develop leaders, and build systems that create seamless client experiences.

At Rocket Station, I lead client engagement and operations across onboarding, retention, renewals, service delivery, and complex escalations. I build account health scorecards, recovery strategies, executive business reviews, and plans that strengthen client partnerships.

I've progressed from Operations Manager to Division Leader and Senior Client Engagement Manager, directing managers, improving processes, governing CSAT, and developing leadership talent. Earlier, I led customer service, sales, technical support, retention, collections, fraud, and escalation teams at Concentrix and Convergys.

Experience

Work history, roles, and key accomplishments

Senior Client Engagement Manager

Rocket Station

Feb 2026 - Jun 2026 (4 months)

Orchestrated strategic client relationships from onboarding through renewal, cultivated retention, and generated expansion opportunities. Served as primary escalation point for complex client concerns.

Customer Relationship Management Account Management Customer Retention Escalation Management Executive Business Review Strategic Planning KPI Tracking Health Scores

Division Leader

Rocket Station

May 2024 - Jan 2026 (1 year 8 months)

Spearheaded strategic operational reviews with executive leadership, directed multiple Operations Managers, and managed CSAT governance. Developed leadership scorecards and presented executive reports on staffing and performance.

Operations Management Leadership Development CSAT and SLA Governance Coaching performance reporting Risk Mitigation Succession Planning Executive Reporting

Senior Operations Manager

Rocket Station

May 2022 - Apr 2024 (1 year 11 months)

Guided Operations Managers overseeing multiple client portfolios, strengthened client relationships, and championed process improvement initiatives. Mentored managers to elevate performance and ensured adherence to operational standards.

Operations Management Customer Relationship Management Process Improvement Mentorship Leadership strategic initiatives Compliance

Operations Manager

Rocket Station

Jun 2021 - Apr 2022 (10 months)

Oversaw daily operations supporting distributed virtual assistant teams, conducted coaching sessions, and maintained client relationships. Coordinated staffing and monitored KPIs and service quality.

Operations Management Virtual Team Management Coaching Client Communication Workforce Planning KPI Monitoring Quality Assurance

Team Leader

Concentrix Philippines

Oct 2012 - Oct 2019 (7 years)

Directed high-performing customer service and sales teams, coached members to meet quality targets, and facilitated onboarding. Managed performance reviews, call evaluations, and workforce planning.

Team Leadership Customer Service Sales Technical Support Coaching Performance Reviews Quality monitoring Workforce Planning Employee Engagement

Team Leader

Convergys Philippines

Feb 2010 - Apr 2012 (2 years 2 months)

Supervised Collections and Customer Service teams, driving performance and efficiency through coaching and KPI management. Supported workforce planning and daily operational execution.

Team Leadership Collections Customer Service Coaching KPI Management Workforce Planning Operations

Customer Service | Technical Support | Fraud Analyst | Escalations Specialist

Convergys Philippines

Jul 2006 - Jan 2010 (3 years 6 months)

Progressively advanced through diverse roles gaining expertise in fraud analysis, technical support, collections, customer service, and escalations management.

Fraud Analysis Technical Support Collections Customer Service Escalations Management