The Quality Master: Conquering Success through Consistent Quality Results
"Quality Client Success will be achieved when we always put ourselves in our client's shoes. Therefore, we should always aim to go above and beyond in everything we do, especially for our clients. Let them feel that we are taking care of them and treat them as a family, not as customers."
The person behind these words is none other than— Joseth Armell Mamitag, Ripple VAs' Chief Client Success Officer (CCSO).
AJ graduated with a bachelor's degree in Information Technology. He started his working journey as early as 19 years old. In 2007, he traveled to Manila to seek a career in the BPO industry, where he began as an Outbound Sales Rep, then progressed to become a Subject Matter Expert and finally a Trainer. AJ took the early run in his working career wherein he encountered many challenges, yet none of them were able to stop him from achieving his dreams.
With passion and excellent work ethics exemplified by AJ, the Management did not hesitate to give him an important task. Many are called, but few are chosen. AJ took the opportunity to prove himself further that he's capable of the trust given by the Management to him. "When this role was assigned to me, I was excited and scared at the same time—scared because this is unfamiliar territory for me. Excited because I'll be able to help out in identifying areas we still need to improve on", he noted.
AJ is a diligent VA who always strives to go above and beyond the call of duty. He maintains integrity and good work ethics with his clients and coworkers while maintaining the highest level of professionalism. And with ten years of experience in the BPO industry, AJ is considerably the best candidate for this position. He has gained enough experience working with different customers and clients.
I handle client retention calls where I reach out to our current clients and invite them to hop on a call with me. I get in touch with our clients to see how they are in terms of our service and how their VAs are handling their assigned tasks. I am also handling the client's referrals and promoting our business through our current clients to gain more clients.
As the Chief Client Success Officer, he is in charge of establishing and maintaining excellent client relationships. Through referrals, upselling, and upgrading packages, he also aids in the acquisition of new clients. To ensure client satisfaction, the main goal is to ensure that all client-facing departments work together. Therefore, becoming a Chief Customer Success Officer is mainly about client retention.
"I handle client retention calls where I reach out to our current client and invite them to hop on a call with me. I touch base with our clients to see how they are in terms of our service and how their VAs are handling the tasks they assigned to them. I am also handling the client's referrals and promoting our business through our current clients, for us to gain more clients".