Mary D.

Mary D. has a diverse work experience spanning over 15 years. Mary started their career as an intern for Hero TV at ABS-CBN Corporation in 2007. Mary then worked as a Customer Service Representative at Aegis PeopleSupport from 2008 to 2009. Mary gained experience as a Quality Assurance Specialist at MicroSourcing, specifically working on Yell Adworks account, from 2010 to 2010. Mary continued their role as a Quality Assurance Specialist at Yell Adworks Ltd from 2010 to 2011. Mary's next role was as a Web Graphic Designer at Hibu (formerly known as Yell Adworks) from 2011 to 2015, where they created websites for small business customers in the US.

In 2015, Mary joined Zendesk as a Customer Advocate, Chat, where they supported Zendesk Chat users, handled troubleshooting and billing questions, and provided general technical assistance. Mary also served as a Scaled Customer Success Manager, managing a book of business of 300-400+ APAC customers and providing recommendations on software utilization and adoption best practices. In 2020, Mary became a Senior Scaled Customer Success Manager at Zendesk, continuing their responsibilities with an emphasis on APAC customers.

In 2020, they joined Zoom as a Customer Success Manager - Education, managing a portfolio of APAC and North American customers with a focus on the Education segment. Mary facilitated onboarding for new customers and analyzed adoption and usage trends. Finally, Mary worked as a Customer Success Consultant at Zendesk from 2021 to 2022, where they managed key Commercial and Enterprise accounts across Southeast Asia and ANZ, providing strategic and tactical recommendations to drive product adoption and usage. Currently, they are working as a Freelance Customer Success Strategist for Emotive since 2023.

Mary D. has a comprehensive education history. Mary received their Bachelor of Arts in Communication Arts (cum laude) from the University of the Philippines Los Baños in 2007. In 2018, they pursued a Master of Technology Management degree at the University of the Philippines Diliman, which they completed in 2021. Mary also obtained several additional certifications, including becoming a Certified eCommerce SMS Marketer from Sendlane in July 2023 and a Zendesk Support Administrator Expert I from Zendesk in December 2021. Furthermore, they acquired various certifications in marketing, operations management, and strategic management from the University of the Philippines Diliman in July 2018. Mary also obtained Six Sigma Green Belt and Yellow Belt certifications from SAS Management Incorporated in February 2018 and April 2017 respectively. Additionally, they gained expertise in programming through a Comprehensive JavaScript and jQuery Programming: Hands On course from ActiveLearning Inc. in February 2017. Mary D. also holds memberships in several honor societies, including being a Life Member of Pi Gamma Mu International Honor Society in Social Sciences and a Member of The Honor Society of Phi Kappa Phi, both achieved in April 2008. Mary has also completed various online courses on topics such as customer service, conversation skills, and creativity through platforms like Udemy.