J

Joshua Romero

About

Detail

Metro Manila, Philippines
Contact Joshua regarding: 
Flexible work
Starting at USD10/hour
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Timeline

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Job
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Education

Résumé

Jobs verified_user 0% verified
  • TAHCHE Outsourcing Services Inc.
    Business Analyst
    TAHCHE Outsourcing Services Inc.
    Apr 2023 - Current (3 years 7 months)
    • Act as a critical connector between technical and business teams: ensuring shared understanding of goals, timelines, and feedback through organized documentation, reporting, and stakeholder engagement.
  • R
    Business Intelligence Manager
    Rush Technologies Inc.
    Apr 2021 - Mar 2023 (2 years)
    • Designed and launched executive dashboards tracking KPIs for:
    ○ Sales - Customer Acquisition Cost, Customer Lifetime Value, Sales Conversion Rate, Average Deal Size, etc
    ○ Marketing - Cost per Lead, Click-through Rate, Lead Conversion Rate, etc
    ○ Operations - Net Promoter Score, Customer Retention Rate, First Contact Resolution, etc
    ○ Tech - Burndown Rate, Velocity, Downtime Incidents, Ticket Resolution Time, etc
    ○ Product - Team Velocity, Feature Adoption, Error Report Rate, etc
    ○ Finance - Operating Cash Flow, Return on Equity, Return on Assets, Working Capital, OpEx + CapEx, Annual Recurring Revenue, etc
    - Utilized Jira as the ticketing system to facilitate data pulls, conn
  • R
    Customer Experience Manager
    Rush Technologies Inc.
    Oct 2020 - Nov 2022 (2 years 2 months)
    • Started and maintained the creation and refinement of customer-facing processes, ensuring seamless integration between Customer Support and Customer Success teams. Developed and documented detailed workflows for customer onboarding, issue resolution, proactive engagement, and retention strategies. • Managed end-to-end CX operations across 6 subscription models and 1M+ users, achieving a sustained 70% CSAT and reducing YoY churn by 6%. • Built and scaled omni-channel support workflows (chat, email, in-app) that cut average resolution time for non-showstoppers from 72 to 48 hours while boosting FCR by 20%. • Developed VOC (Voice of Customer) programs including NPS surveys, client reviews, and escalation tracking to identify top 3 produc
  • Y
    Operations Coordinator
    Yondu, Inc.
    Apr 2018 - Oct 2020 (2 years 7 months)
    • Generated weekly and monthly reports to monitor recurring issues, identify trends, and provide actionable recommendations for improving customer support processes and product functionality.
  • M
    Business Intelligence and Partner Support
    Machine Ventures
    Jul 2017 - Feb 2018 (8 months)
    • Managed the processing of customer payments to partners, ensuring accuracy and timeliness of transactions, while resolving any payment discrepancies or issues.
  • Garena
    Project Coordinator
    Garena
    Dec 2014 - Jun 2017 (2 years 7 months)
    • Managed the successful deployment of game updates and launcher patches, collaborating with development, and QA teams to ensure smooth and timely launches.
Education verified_user 0% verified
  • University of Asia and the Pacific
    Bachelor of Arts Economics
    University of Asia and the Pacific
    Jan 2010 - Jan 2015 (5 years 1 month)
  • L
    High School Diploma
    La Salle Green Hills
    Jan 2006 - Jan 2010 (4 years 1 month)