Coleen Bantilan

Manages a portfolio of retained Australian client accounts, overseeing end-to-end creative account delivery and aligning client briefs, priorities, feedback, timelines, and expectations across creative, production, and post-production teams. Identifies account risks and growth opportunities, maintains oversight of campaign pipelines and account roadmaps, and partners with creative teams to strengt

Managed a diverse portfolio of multi-market client accounts across the US, AU, and EU, serving as the primary point of contact and ensuring a high-quality end-to-end customer experience. Led full campaign and project lifecycles, built strong client relationships, identified risks early, and drove adoption of new creative formats and workflow systems.

Managed overall customer success and sales operations with cross-divisional functions, improved and implemented tools and systems to drive KPIs, provided training to team members, and reviewed customer feedback and data to map out growth strategies. Coordinated with division heads, handled VIP client concerns, and responded to inbound tickets.

Acted as a first-line for customer success decisions on day-to-day requests, reviewed processes, handled quality assurance of CX associates' performance, implemented training, and onboarded new team members. Handled VIP customer requests, improved CRM, updated sales flow and templates, and reviewed proposed services before launch.

Handled client communication and escalations through calls and emails using HubSpot, Gmail, Salesforce, and Freshdesk. Led the team, planned new services, coordinated with management and operations, reviewed client concerns, and created division processes to ensure unified client support.

Handled weekly newsletters, announcements, and company updates, designed announcement materials and social media content, and strategized internal communication processes. Conducted onboarding for new hires, assisted the recruitment team with screening and initial interviews, and maintained the company handbook.

Activities and societies: Dean's Lister (SY 2015-2016); Scranton Women Leadership Center Scholar Grantee

Bachelor of Arts in Communication from Miriam College.

Professional Civil Service Eligibility certification issued in May 2019.