Allen Joneth Lumapak Customer Success Manager

Customer Success Manager | SaaS

PandaDoc

Aug 2022 - Aug 2023 (1 year 1 month)

● Oversees the management of the Commercial North American segment, which includes accounts with a company size ranging from 11 to 50. ● Layout the Onboarding process for new clients conduct training sessions and ensure a smooth transition for clients who have completed the onboarding process. ● Provides ongoing support to clients after the onboarding process, ensuring they can fully utilize PandaDoc's features and functionality. ● Promotes the adoption and usage of PandaDoc by organizing continuous engagement events such as QBRs (Quarterly Business Reviews), workflow consultations, and check-in calls. ● Proactively reaches out to high-potential customers and offers recommendations to increase their adoption of PandaDoc. ● Handles esca

Business Research Analyst

HSBC

Feb 2022 - Jun 2022 (5 months)

● The main responsibility is to provide analytical data to Bankers, Relationship Managers, and Senior Leaders to help them come up with profitable and sensible decisions for the bank and its clients. These data are coming from trusted and reliable sources from within and outside the HSBC bank. ● Provide credit rating to bankers for public and private companies, and Sovereigns by exploring credit rating agencies such as Moody’s, S&P, Fitch, and CRISIL. ● Provide broker reports using Eikon to bankers for them to analyze the current position of a certain business by taking the perspective of other trusted institutions like JPMorgan, UBS, Morgan Stanley, Bank of America, and Deutsche. ● Provide company data such as its current financial po

Workforce Analyst

HSBC

May 2021 - Feb 2022 (10 months)

● Assisted management in making sure that the process achieved its objectives, met agreed deadlines, and maintained an efficient organization by doing various duties that included correlation of MI and employee information, and creating/consolidating reports. ● Overall monitoring and creating schedules and staffing for 8 different segments within the process, this includes Genesys/GWFM plotting and agent scheduling and real-time monitoring using Pulse. ● Supervising system access requests, reset, and retrieval. ● Liaising with the Business Partners onshore for proper forecasting and planning of work schedules and allocation within the process.

Subject Matter Expert

HSBC

Dec 2020 - May 2021 (6 months)

● Assisted new hires with their transition from training to their endorsement in production. ● Bridge their skill gaps during their training by conducting learning sessions. ● Allowed them to develop critical thinking skills by encouraging them to ask questions and run through scenarios on their avail time. ● Also guided them on how to manage cases and how to use procedure guides, and provided them with timely coaching and feedback.

Digital Escalation Associate

HSBC

Oct 2019 - May 2021 (1 year 8 months)

• Assisting referrals from Relationship Managers, Bankers, Admin Team, and Banking associates for any escalations related to Procedure, Process, and Digital queries. • Resolving and managing INs and tracking JIRA cases for International Investment Centre-related escalation. • Social Media management using Sprinkr. • Creating training materials and huddle packs for newly encountered Digital Banking errors and facilitating sessions for banking associates to fill in knowledge gaps related to Digital Banking and share resolutions to known system issues. • One of the key persons for testing newly migrated systems such as Online and Mobile Banking migrations, Investment Platforms, and Mobile Chats.

Expat Financial Specialist

HSBC

Jun 2018 - Oct 2019 (1 year 5 months)

• Assisting referrals from Relationship Managers, Bankers, Admin Team, and Banking associates for any escalations related to Procedure, Process, and Digital queries. • Resolving and managing INs and tracking JIRA cases for International Investment Centre-related escalation. • Social Media management using Sprinkr. • Creating training materials and huddle packs for newly encountered Digital Banking errors and facilitating sessions for banking associates to fill in knowledge gaps related to Digital Banking and share resolutions to known system issues. • One of the key persons for testing newly migrated systems such as Online and Mobile Banking migrations, Investment Platforms, and Mobile Chats

Customer Service Specialist

HSBC

May 2017 - Jun 2018 (1 year 2 months)

● Assisting customers of HSBC UK with their multiple banking queries, that includes Accounts Opening, Loans and mortgages, Credit Cards, Digital Banking, Lost and Stolen, International Payments, and Complaints Handling which has been added to the skill set in order to make sure that customers will have an excellent banking journey. ● Providing high-quality service to achieve maximum customer satisfaction by resolving the customers’ queries at the first point of contact. ● Responsible for achieving individual targets and or/sales whilst maintaining quality and compliance.

Senior Fraud and Escalation Analyst

Capital One

Jan 2016 - May 2017 (1 year 5 months)

● Assisting customers of HSBC UK with their multiple banking queries, that includes Accounts Opening, Loans and mortgages, Credit Cards, Digital Banking, Lost and Stolen, International Payments, and Complaints Handling which has been added to the skill set in order to make sure that customers will have an excellent banking journey. ● Providing high-quality service to achieve maximum customer satisfaction by resolving the customers’ queries at the first point of contact. ● Responsible for achieving individual targets and or/sales whilst maintaining quality and compliance.

Fraud Specialist

Capital One

Sep 2015 - Jan 2016 (5 months)

● Identifying fraudulent transactions on cases being created by the system, and responsible for informing the customer through inbound and outbound calls of their case status and the next steps in protecting their accounts. ● Processing dispute charges from customers, conducting investigations, and processing refunds.

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Customer Success Manager

Allen Joneth Lumapak

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