Open to opportunities

Yvette Ymas

@yvetteymas

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Experienced Customer Success Manager with a focus on business development.

Philippines

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What I'm looking for

I am looking for a role that allows me to leverage my customer success expertise while contributing to business growth and team development.

With over a decade of experience in Customer Success and Business Development, I have honed my skills in creating effective strategies that drive organizational growth. My journey has taken me through various roles, including managing teams, onboarding clients, and enhancing customer experiences across multiple platforms.

At Brello Health, I developed customer service approaches that improved client interactions, while at ABB Optical, I focused on onboarding and maintaining strong relationships with clients. My ability to analyze product issues and provide tailored solutions has consistently resulted in high customer satisfaction and retention rates.

As a Social Media Manager and Business Development professional, I have successfully engaged in lead generation and market research, creating impactful marketing proposals. I thrive in dynamic environments where I can leverage my skills to contribute to the success of the organization and its clients.

Experience

Work history, roles, and key accomplishments

Customer Success

Brello Health

Nov 2024 - May 2025 (6 months)

Formulated customer service email and chat approaches, creating macros to streamline communication. Handled inbound and outbound customer interactions via Intercom, identifying opportunities and strategizing to overcome challenges.

Customer Service Intercom Macros Customization Customer Communications Strategy Development

Guest Services

Neighborhood Hosts

Sep 2022 - Nov 2024 (2 years 2 months)

Responded to inquiries promptly via Guesty and managed negotiations for long-term reservations. Handled account and listing management, including scheduling cleaning and maintenance.

Guesty Reserving Account Management Listings Management Customer Support

Sales Associate

Full Potential

Nov 2023 - Feb 2024 (3 months)

Managed inbound and outbound calls to leads, focusing on lead generation and cold calling. Served as a demo expert, showcasing products to potential clients.

Lead Generation Cold Calling Sales Product Demonstrations Customer Outreach

Customer Success

ABB Optical

Feb 2023 - Jul 2023 (5 months)

Conducted onboarding and provided product information, building strong client relationships for business growth. Performed special training sessions post-onboarding and followed up with clients to address concerns.

Customer Service Onboarding Account Management Client Relationship Management Product Training

Customer Success

Wheelhouse

May 2022 - Nov 2022 (6 months)

Investigated and analyzed product issues, providing onboarding and product assistance to clients. Built business relationships with prospective and existing clients, seeking feedback for improvements.

Onboarding Account Management Business Relationship Management Customer Feedback

Business Development/Social Media Manager / Airbnb Host

Hometime

Apr 2021 - Jan 2022 (9 months)

Conducted lead generation, market research, and proposal creation. Managed accounts and built business relationships with clients, engaging in onboarding and social media discussions.

Lead Generation Market Research Social Media Management Account Management Business Development

Airbnb Experience and Customer Success Manager

TDCX

Aug 2016 - Oct 2021 (5 years 2 months)

Managed a team of 10-15 individuals, providing weekly coaching, feedback, and development. Resolved escalated issues and managed accounts to retain revenue within the business.

Team Management Coaching Conflict Resolution Account Management Customer Retention

Sales & Product Trainer

Liberty Medical

May 2015 - Jul 2016 (1 year 2 months)

Managed inbound and outbound customer care and sales, tracking deliveries to consumers. Provided product training to classes of up to 30 individuals, creating effective modules and tools.

Customer Care Sales Management Product Training Module Creation Coaching

CS & Technical Floor Support

Sykes Asia

May 2014 - May 2015 (1 year)

Assisted customers in resolving technical issues by providing troubleshooting instructions. Supported assigned teams with product knowledge and handled escalations.

Technical Support Troubleshooting Product Knowledge Customer Service Escalation Management

Team Lead

NCO

Jan 2012 - Dec 2014 (2 years 11 months)

Managed a team of 10-12 individuals in customer and technical support for a telco account. Monitored and shared best practices to ensure quality customer service, providing weekly coaching.

Team Leadership Customer Support Technical Support Quality Assurance Coaching

CS - Product Trainer

Sitel Phils

Jan 2010 - Dec 2011 (1 year 11 months)

Managed classes of up to 30 individuals, providing weekly coaching and progress reports. Conducted weekly meetings to ensure team alignment with business and client requirements.

Classroom Management Coaching Progress Reports Business Alignment Client Relations