Open to opportunities

Kaymark Ledesma

@kaymarkledesma

Client support and system optimization professional who streamlines workflows, automates processes, and delivers confident, efficient client outcomes.

Philippines

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What I'm looking for

I’m looking for a client-facing role where I can optimize systems and workflows, automate repeatable processes, own tickets and clear reporting, and collaborate closely with teams to improve operations and customer outcomes.

I’m a highly reliable, detail-oriented administrative and client support professional, focused on making complex systems feel clear and usable. In my role, I onboard clients, run weekly active support sessions, and ensure drive/intranet ownership transfers smoothly to nominated accounts.

I combine process mapping and workflow/SOP creation with practical execution—updating workflows in Lucidchart, aligning intranet branding, and automating client files (including apps scripts, formulas, and buttons). I’ve also owned customer-facing issue resolution and improved delivery performance, including timely tracking of JIRA tickets to meet deadlines with a 90% completion rate, while managing 78 clients through internal review trackers.

I bring a training and enablement mindset too: I facilitated over 40 workshops and certified an average of 9 participants for every 10 enrollees, and I served as the main Microsoft Excel facilitator across Beginner, Intermediate, and advanced levels. I’m committed to continuous learning and step outside my comfort zone to collaborate effectively, streamline operations, and drive measurable improvements for clients.

Experience

Work history, roles, and key accomplishments

Client Support Coordinator

Brain In A Box

Dec 2024 - Feb 2026 (1 year 2 months)

Onboarded clients into System Intensive and Weekly Active Support sessions, ensuring smooth ownership transfer to nominated accounts. Built and updated Lucidchart workflows and intranet assets, automated client file setups with Apps Scripts/formulas/buttons, and resolved prioritized tickets with real-time progress updates.

Client Onboarding Lucidchart Google Docs & Sheets Templating Google Apps Script Intranet Design (Branding Typography)Process Automation

Client Success Specialist

Greenwave Commissions

Apr 2024 - Nov 2024 (7 months)

Owned customer issues from initial report through resolution or escalation, providing regular status communication. Tracked multiple client Jira tickets and follow-ups to meet deadlines with a 90% completion rate while translating client feedback into user stories and acceptance criteria.

Customer Support Escalation Management Account Management User Stories Acceptance Criteria Cross Functional Collaboration Client Progress Reviews

Compliance Analyst

Lymon Pte. Ltd.

Oct 2022 - Apr 2024 (1 year 6 months)

Analyzed regulations and guidelines applicable to financial institutions and maintained compliant documentation. Managed task tracking in Asana and built internal document trackers for prioritizing reviews and submissions across 78 clients.

Regulatory Compliance Compliance Reporting Document Control Document Review Process Improvement

Training Officer (Leadership)

Ubiquity

Jul 2021 - Oct 2022 (1 year 3 months)

Facilitated 40+ leadership workshops and achieved an average certification of 9 participants for every 10 enrollees, with post-month metrics increases. Served as a point of contact for attendees and stakeholders, developed training materials for virtual learning, and delivered Microsoft Excel training from beginner to advanced levels.

Leadership Development Workshop Facilitation Instructional Design Microsoft Excel Virtual Learning Material Development

Process and Language Trainer

Concentrix

Dec 2019 - Mar 2021 (1 year 3 months)

Trained new hires on culture and product-specific processes and provided real-time transition support during onboarding. Maintained an average 90% endorsement rate across five handled batches, prepared detailed KPI reports, and supported testing/feedback for new tools and software.

New Hire Onboarding KPIs Onboarding Batch Continuous Learning Refreshers

Repair Help Desk SME

Concentrix

Dec 2017 - Dec 2019 (2 years)

Supported agents and team leads with order entry, sales processing, technical troubleshooting, supervisory calls, and customer response guidance. Achieved program KPI expectations and produced end-of-day reports while assisting new hires to reach performance metrics.

Help Desk Support Sales Processes Technical Troubleshooting Customer Service Scripting KPIs End Of Day Reporting

Customer Service Representative

Convergys

Sep 2016 - Dec 2017 (1 year 3 months)

Delivered customer service and technical support for Quad-Play services (internet, phone, cable, home security) using multiple tools and technologies. Resolved inquiries to improve average handling time, built rapport for eligible upsell bundles, and escalated complex issues based on troubleshooting progress.

Customer Service Technical Troubleshooting Escalation Management Quad Play Support (Internet Phone Cable Security)Average Handling Time Optimization