Noime Tayaban

Customer Growth Manager

Cloudbeds

Mar 2024 - Current (2 years 2 months)

- In charge of growing client relationships and evolving them by upselling and cross-selling in a data-led approach. - Focus on providing additional value to customers, instead of limiting them to already-encountered products. - Helping clients be cognizant of new exciting products that will help them reach their goals in their business.

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Founder

Save Our Planet PH

Aug 2022 - Current (3 years 9 months)

Customer Success Manager

Cloudbeds

Jul 2021 - Feb 2024 (2 years 8 months)

✅ Monitor a segment of Cloudbeds customers with associated retention goals ✅ Analyze customer data to improve customer utilization ✅ Manage customer escalations related to the strategic use of Cloudbeds software ✅ Seek to promote the value of the product and upsell services and products ✅ Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company ✅ Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs ✅ Prepare reports on account segmentation status ✅ Gather client feedback and requirements for future releases of the software ✅ Resolve customer complaints/questions via phone, email, chat, or any othe

Customer Coach | SaaS

Cloudbeds

Oct 2019 - Jun 2021 (1 year 9 months)

• Assess clients' wants and needs and help them succeed in their business • Assist and support our existing customers (hotel properties) daily in the use of our software in English • Follow up with new accounts and assist with the implementation process • Answer product and service questions via email ticketing system • Troubleshoot and make outbound calls for escalated issues • Follow-up on customer feedback • Use training materials to keep up-to-date with the latest system updates • Help create new tutorials as needed by contributing content to the database of support articles —wrote an articles about Phrases/Words To Avoid During A Customer Service Call and Call Etiquette/Take Calls Like a Pro ----Side Project - Account Optimization Coac

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Freelance Content Creator

VIVA Oomph TV

Jul 2017 - Current (8 years 10 months)

As a Content Creator: - Mostly communicates with brands or get contacted by them to create a video promoting their products and services in exchange for free products and monetary compensation. Is under supervision by a multi-channel network, Viva Oomph TV and they help us improve our content in order to gain more sponsors. They often include us in newly launch restaurant and engage in their new Artist like some Viva Stars for exposure and also to create content for them, normally in video format. They also help us in discovering current trends in conjunction with the current algorithm. They also help improve our search engine optimization. - Was part of the second batch of Content Creator of "KUMU" mobile app where I post a teaser of my

Senior Subject Matter Expert- Middle Management Position

AIG

Sep 2015 - Nov 2019 (4 years 3 months)

I was appointed as a "Subject Matter Expert" due to my Initiatives and consistently being the top 5% Best Performer from 2014-2018 out of 300 employees. - In charge of escalation calls or supervisory calls-these are the most complex concern and technical support needed. It may also include customer commendation call. - Monitor team's hourly average handling time by extracting updated CMS data/CMS-Monitoring - Monitors team attendance when needed. - Handles Scorecard discussion for cluster members. - Assigned to discuss the current process change memo during a team meeting for a better understanding of each team member. - Gives positive feedback to the team regarding their overall month to date performance. It may be encouraging or motiva

Customer Service Specialist

AIG

Jun 2013 - Sep 2015 (2 years 4 months)

I transferred back to customer service because I felt like I will be able to utilize my full potential as a customer service representative than as a processor. I know that I respond well in dealing with customers concerns directly. Thus, this decision made a positive impact since I excelled very well in this field and receives numerous awards consistently including "CSAT Prime and Pride Advocate Award" for getting 10 Perfect CSAT Score in a row.

Business Processing Specialist - Back Office

AIG

Dec 2010 - Jun 2013 (2 years 7 months)

I was absorbed from being a hybrid processor to a full-time processor since I was able to grasp the process immediately and got the highest score during the exam. This was then composed of 3 work teams such as Financial Account, Disbursement Account, and Non- Financial Account such as policy contract changes. I was assigned to handle the most complex which is in the Financial Account and was cross-trained in Disbursement Account. I was also assigned to send a start of Day and End of Day Report for the whole team.

Customer Service Specialist - Voice and Back Office Account (Hybrid)

AIG

Jun 2010 - Dec 2010 (7 months)

I was appointed as Hybrid Specialist. Assigned to do floor support and coaching and providing quality reviews for new hires. I wear multiple hats as a customer service representative, back office processor, and an iCoach or floor support. This role has a skill level of 130% due to the needs of our work and additional management training.

Customer Service Associate

AIG

Apr 2007 - Jun 2010 (3 years 3 months)

Hired on April 9, 2007, Helps in letting customers understand their policy coverage and Maintains high quality and within target average handling time. Provides services for Health claims, Life claims, customer service and technical support on e-service online account.

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Intern

Philippine National Bank

Apr 2005 - May 2005 (2 months)

Clerical works and check preparation

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