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jamil malingco

@jamilmalingco

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Customer Success professional specializing in conflict resolution, client retention, and KPI-driven support.

Philippines

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What I'm looking for

I’m looking for a Customer Success role where I can handle conflict resolution, improve client retention, and drive measurable performance through KPIs—while partnering cross-functionally, coaching teams, and continuously improving customer experience.

I’m a customer experience professional focused on relationship management, support, and team collaboration. I identify customer needs, deliver tailored solutions, and maintain consistent performance even when priorities shift—while staying known for clear communication and effective problem-solving.

In my current Team Lead role, I direct cross-functional teams to deliver on schedule, set quality assurance protocols, and define performance metrics to drive continuous improvement and higher team engagement. Previously, as a Member Services Specialist and Lead Trainer, I handled member inquiries and account discrepancies, coached new team members, and developed onboarding frameworks and learning materials to improve operational readiness and service quality.

Experience

Work history, roles, and key accomplishments

Team Lead

Thrive Market

Jul 2023 - Jun 2026 (2 years 11 months)

Directed cross-functional teams to deliver projects on schedule and align work with strategic objectives. Established quality assurance protocols, coordinated stakeholder communications, and defined performance metrics to drive continuous improvement.

Quality Assurance Team Leadership KPI Management Process Improvement Cross Functional Collaboration Performance Monitoring Zendesk Google Workspace Slack

Member Services Specialist

Thrive Market

Apr 2020 - Jun 2023 (3 years 2 months)

Processed member inquiries, resolved account discrepancies, and supported account management to maintain data integrity and improve customer satisfaction. Monitored service quality metrics, implemented corrective actions, and collaborated with cross-functional teams to streamline service delivery.

Cross Functional Collaboration Service quality Attention To Detail Zendesk Google Workspace Slack

Lead Trainer

Philippine Red Cross

Mar 2014 - Jun 2022 (8 years 3 months)

Led the development and delivery of volunteer onboarding and leadership programs, including agenda creation and resource allocation. Oversaw instructional and onboarding frameworks to accelerate readiness for new volunteer cohorts and ensure compliance.

Coaching and Mentoring Documentation Cross Functional Collaboration