Gianna Avecilla

Highly motivated and results-oriented professional with over 14 years of experience in client relationship management, customer service, issue resolution, project coordination, and quality assurance within the technology and media industries. Proven ability to lead cross-functional teams, manage key client relationships, develop comprehensive documentation and reports, strategically identify client needs, and ensure adherence to quality standards. Skilled in optimizing processes, enhancing operational efficiency, and delivering successful project outcomes.

Adept at building strong stakeholder relationships, delivering tailored technology solutions, and maintaining exceptional customer satisfaction metrics.

Customer Experience Manager - Emapta - Philippines

(2025-03)

• Client Relationship Management: Build and maintain strong client relationships, serving as the primary point of contact for customer needs and escalations.
• Action Planning & Satisfaction: Develop and implement action plans to support customer business goals and ensure satisfaction.
• Cross-Functional Collaboration: Lead collaboration with Growth, Marketing, Recruitment, Finance, IT, and Customer Engagement teams to enhance service delivery.
• Data Analysis & Reporting: Collect, analyze, and interpret performance data to create detailed reports and actionable recommendations.
• Stakeholder Management: Oversee stakeholder communication, ensuring clear channels and proactive issue resolution.
• Customer Experience Optimization: Drive initiatives to improve customer journey, retention, and overall experience.

Advisor, Sales II (Microsoft Sales: Azure & Dynamics 365) - Concentrix Corporation - Philippines

(2020-10 - 2024-09)

• Client Relationship Management: Managed and nurtured daily client relationships, consistently exceeding pipeline generation, product revenue, trial, and sales goals. Achieved activity-based targets and ensured high client satisfaction.
• Quality Assurance & Reporting: Documented and developed reports on agent performance, identifying problem areas, outlining action plans, and proposing quality improvements. Conducted audits based on performance analysis to ensure adherence to quality standards and compliance.
• Performance Enhancement & Team Collaboration: Provided actionable feedback, initiated coaching, and trained team members to enhance skills and drive performance improvements. Proactively resolved escalated customer and internal issues, coordinating with relevant teams to provide effective solutions and ensure clear communication.
• Strategic Planning & Sales Execution: Contributed to sales strategies by analyzing client needs and recommending tailored Microsoft Azure and Dynamics 365 solutions.

Advisor, Sales I (Microsoft Sales: Azure & Dynamics 365) - Concentrix Corporation - Philippines

(2017-12 - 2020-09)

• Client Relationship Management: Managed day-to-day relationships with customers across various industries, consistently exceeding product revenue, trial, and sales targets.
• Strategic Planning: Acted as a consultant, determining customer needs and delivering top-tier cloud solutions, providing detailed technical overviews and insights. Supported the development and understanding of Microsoft Azure solutions, offering innovative ideas that boosted sales and service uptake.
• Communication & Sales Execution: Leveraged sales and communication tools to accelerate sales and maintain high daily activity, consistently meeting pipeline generation and activity-based targets. Communicated effectively and professionally with customers through chat and phone, ensuring a seamless and satisfying customer experience.
• Cross-Functional Collaboration: Collaborated with internal teams to support customers and drive sales growth.

Project Team Lead - Incall Systems Ptd Ltd - Singapore

(2011-06 - 2016-03)

• Client Relationship Management: Successfully managed relationships with top-tier clients, including Symantec, Autodesk, Brocade, Exagrid, SAP, F5 Network Inc, and Dell across multiple countries.
• Project Planning & Execution: Strategically identified client needs and provided tailored technology solutions, consistently meeting business call lead targets. Ensured client awareness of software, service, or policy modifications.
• Quality Assurance & Reporting: Conducted call audits, analyzed data inputs, and implemented corrective actions to maintain high-quality standards. Created call scripts, documentation, and daily reports.
• Team Leadership & Cross-Functional Collaboration: Collaborated with IT vendors and internal stakeholders to achieve strategic marketing campaign targets. Coached and trained team members to enhance performance.
• Process Improvement & Documentation: Built and improved the CRM database, enhancing data accuracy. Maintained license renewals and generated additional licenses, contributing to revenue growth.

Technical Support Representative (Hewlett Packard IPG – ANZ) - Sykes Asia, Inc - Philippines

(2010-11 - 2011-02)

• Problem Solving & Technical Support: Provided technical support, effectively identifying, researching, and resolving customer issues.
• Client Relationship Management: Assisted with customer inquiries and facilitated payment processing for out-of-warranty HP printers, accessories, and replacement units.

Project-Based Location Manager Trainee, TV Production (Magkaribal or Rival TV Series) - ABS-CBN Corporation - Philippines

(2010-02 - 2010-05)

• Project Coordination & Planning: Contributed to budget planning and creative input in collaboration with key production team members. Created daily script breakdowns to display the sequence of time and location for filming.
• Team Leadership & Safety Management: Managed the security team, ensuring the safety of the entire production during filming.
• Logistics & Vendor Management: Oversaw location scouting, secured necessary permits, and processed payments for vehicles and props needed for filming.

Project-Based Production and Events Coordinator - Prime Events Force Unlimited Inc. - Philippines

(2008-03 - 2008-06)

• Communication & Documentation: Proofread scripts and essential documents. Created AVP presentations for client proposals and event execution.
• Project Coordination & Execution: Provided assistance during workshops and video shoots. Collaborated with video editors to ensure storyline accuracy. Managed the preparation and execution of event day for clients – Citibank, Kotex (Kimberly Clark) and Koko Krunch (Nestle).
• Talent Acquisition & Vendor Management: Scouted for minor talents and props for the TV 5 Lip Gloss TV Series.

Bachelor of Arts - Communication and Media Studies - Miriam College Philippines (2005 - 2009)

Secondary School - Assumption Antipolo Philippines (2001 - 2005)

Primary School - Assumption Antipolo Philippines (1995 - 2001)