Irene Oliva

Customer Success, Solutions Consulting, and Technical Support professional with 10+ years of experience supporting SaaS platforms, enterprise applications, and customer-facing technology solutions. Skilled in customer onboarding, solution demonstrations, technical troubleshooting, stakeholder management, and cross-functional collaboration. Proven ability to bridge technical and business requirements while driving customer adoption, retention, and satisfaction.

Recognized for strong communication, leadership, and relationship-building skills.

Solutions Specialist - Cerbos

(2025-09 - 2026-06)

• Conducted technical discovery sessions and solution demonstrations for software architects, engineering leaders, and development teams.
• Partnered with Sales, Product, Engineering, Marketing, and Customer Success teams to support customer evaluations and proof-of-concept initiatives.
• Helped accelerate customer adoption through technical consultation and strategic guidance.

Customer Support Specialist - RealPage Philippines

(2021-01 - 2025-12)

• Delivered technical and product support for the Resident Portal platform.
• Resolved customer issues while maintaining strong service quality and customer satisfaction.
• Educated users on platform capabilities and best practices.
• Collaborated with internal teams to resolve complex technical concerns and improve customer outcomes.

Service Desk Analyst / Associate Support Analyst Level 3 - Manulife Business Processing Services (MBPS)

(2017-01 - 2021-12)

• Provided Tier 1 and advanced technical support for enterprise users.
• Managed incidents involving hardware, software, application access, and system functionality.
• Applied ITIL principles to incident, request, and problem management processes.
• Coordinated with infrastructure and application teams to ensure timely issue resolution.

Employee Engagement Team Head - Manulife Business Processing Services (MBPS)

(2017-01 - 2021-12)

• Led employee engagement, wellness, recognition, and team-building initiatives.
• Supported organizational culture and employee development programs.

Customer Relations Manager & Graphics Artist - Kahlil Studios

(2016-01 - 2017-12)

• Managed customer relationships and project delivery.
• Designed branding materials, logos, and marketing assets.
• Coordinated client communications from concept through completion.

Sales & Billing Consultant - Telstra (BPO Operations)

(2014-01 - 2016-12)

• Assisted customers with billing, account management, and service inquiries.
• Delivered post-sales support and issue resolution.
• Consistently met performance and sales targets through consultative customer engagement.

Bachelor of Science - Computer Engineering - University of San Carlos – Technological Center (1999-01 - 2004-12)

Secondary Education - Colegio de la Inmaculada Concepción – Cebu City (1995-01 - 1999-12)

Primary Education - Colegio de la Inmaculada Concepción – Mandaue City (1989-01 - 1995-12)