Open to opportunities

Michelle Ann Rusiana

@michelleannrusiana

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Experienced relationship manager and implementation specialist in payments and support.

Philippines

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What I'm looking for

I seek a client-facing role where I can own end-to-end implementation, strengthen client relationships, lead teams, and drive product improvements in a collaborative, growth-oriented company.

I am a seasoned relationship manager and implementation specialist with over 10 years in the BPO and technical support industry, focused on delivering excellent customer service and practical technical assistance.

I have led onboarding, implementation, training and support for payment and SaaS products, managed client accounts, and advised clients on product issues while coordinating with development and engineering teams.

I have direct people management experience, having trained and supervised on-site and local teams of up to 20 members, created help tools and documentation, and presented client-facing reports to drive improvements.

I take a hands-on approach to problem solving, research workarounds, and collaborate with management to improve software and internal processes to ensure timely resolution and strong client relationships.

Experience

Work history, roles, and key accomplishments

Current

Relationship Manager

Current

Skyline Payments System

Jun 2023 - Present (2 years 7 months)

Manage end-to-end account lifecycle including onboarding, implementation, training and support, and led a local onsite team of 6 to improve product adoption and issue resolution.

Account Management Implementation Troubleshooting SaaS Team Leadership Customer Support Process Improvement

Platinum Account Support

RealPage Phils. Inc.

Dec 2021 - Jun 2023 (1 year 6 months)

Managed ~15 client accounts, routed support tickets to relevant teams, provided scheduled reports and quarterly presentations, and coordinated cross-functional efforts to resolve product issues.

Account Management Ticketing Escalation Management CRM Cross Functional Collaboration

Product Support (OnSite)

RealPage Phils. Inc.

Jun 2020 - Nov 2021 (1 year 5 months)

Provided technical assistance to clients via phone and email, guided users on product use, and collected escalation data for engineering and development reviews.

Technical Support Customer Service Troubleshooting Data Collection Email Support Phone Support Product Guidance

Subject Matter Expert

Concentrix

Mar 2019 - May 2020 (1 year 2 months)

Launched and led the QuickBooks Payments line in Cebu, managed a pioneering 20-agent team, created help tools and handled escalations to development and engineering.

SME Team Leadership Escalation Management Training & QA

Accounting Specialist

Concentrix

Dec 2017 - Feb 2019 (1 year 2 months)

Assisted QuickBooks users with technical troubleshooting and accounting questions including invoices, bills, P.O.s and chart of accounts.

Quickbooks Technical Support Accounting Support Troubleshooting Customer Service CRM Documentation

Technical Support Rep

Concentrix

Apr 2013 - Dec 2017 (4 years 8 months)

Provided technical and software support for Dell desktops, laptops and tablets to consumers, SMBs and corporate clients, resolving hardware and preinstalled software issues.

Software support Customer Support Dell Technical Diagnostics Ticketing Client Communication