Zack Wayne

I’m a detail-oriented operations and customer support professional with over 14 years of experience in technical support, administrative coordination, and back-office operations. Throughout my career, I’ve worked extensively with CRM systems, data management, reporting, and process improvement, ensuring accuracy and efficiency in every task.

I’ve supported both customer-facing and internal teams, handling account management, documentation, troubleshooting, and workflow coordination. My background as a Subject Matter Expert and Product Trainer has also allowed me to develop strong communication skills and a process-driven mindset, helping teams maintain consistency and high performance.

I’m highly organized, adaptable, and comfortable working in remote environments, with a strong focus on data accuracy, problem-solving, and continuous improvement.

Digital Integration Specialist at Reed Elsevier PH (2024-11 – 2025-04)

• Integrated textbooks and course materials into university systems (U.S. clients)
• Mapped semester curricula aligned with academic programs
• Coordinated with academic & technical teams for system accuracy

Appointment Setter at Leadspring ISA (2020-01 – 2023-12)

• Conducted outbound calls, qualified leads, and scheduled appointments
• Maintained CRM data and follow-up pipelines

Technical Business Analyst at Reed Elsevier PH (2018-01 – 2020-12)

• Gathered requirements and supported system improvements
• Bridged communication between users and technical teams

Technical Support Specialist at Concentrix (2016-01 – 2018-12)

• Resolved technical issues while meeting SLA and performance targets
• Documented solutions and contributed to internal knowledge base improvements

Product Trainer / SME at Convergys (2010-01 – 2016-12)

• Trained employees and handled escalations
• Developed training materials and improved onboarding effectiveness