Charlene Mae Ferrera

Business Development Executive

National Capital Region, Philippines5 yrs 11 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

Over a decade of experience in sales and customer service.
Expert in digital sales and CRM systems.
Strong focus on customer satisfaction and retention.

Stackforce AI infers this person is a SaaS sales expert with a strong focus on customer experience and relationship management.

Contact

Skills

Core Skills

Digital SalesCustomer Relationship Management (crm)Customer Experience ManagementCustomer ServiceSales

Other Skills

Enterprise SalesOnline SupportSales Pipeline ManagementForecastingCustomer SupportCustomer Service RepresentativesTravel ArrangementsCommunicationProblem SolvingCustomer RetentionRevenue ForecastingCross-SellingEmployee ServicesSMB SalesCommercial Sales

About

With over a decade of experience in sales, customer service, and technical support—specializing in account management for CRM systems, social media platforms, and other digital tools—I bring a well-rounded skill set that drives strong customer relationships and business success. As part of the Digital Sales team at Zendesk, I leverage my extensive background alongside my International Studies education to connect with customers and deliver tailored solutions that meet their unique needs. My deep understanding of diverse cultures and markets allows me to customize my sales and account management approach, ensuring each customer receives personalized and effective service. I am passionate about providing exceptional customer experiences and consistently driving high customer satisfaction. I thrive in fast-paced, dynamic environments and am committed to continuous learning and professional growth. By combining digital sales expertise with hands-on account management skills in CRM and social media, I help customers maximize value and achieve their business goals.

Experience

5 yrs 11 mos

Total Experience

2 yrs

Average Tenure

2 yrs 3 mos

Current Experience

Zendesk

2 roles

Product-Led Growth Sales Representative | Zendesk AI (SaaS) B2B

Promoted

Feb 2026 – Present · 2 mos · Taguig, National Capital Region, Philippines · On-site

As a Zendesk Product-Led Growth (PLG) Sales Representative, I help convert product‑led users into paying customers by accelerating adoption, qualifying opportunities, and handing off larger deals to territory AEs of our Digital Sales, SMB, Commercial and Enterprise segments. I engage trial and in‑product leads to drive activation, run demos and short discovery/onboarding calls to validate use cases and ROI, and create sales orders when appropriate. I execute scalable outreach (email, in‑product messages, calls), collaborate with marketing, CSMs, and AEs to optimize conversion and retention, and use CRM and product analytics to track pipeline. I measure success by trial‑to‑paid conversion rate, new ARR, average deal size, and time‑to‑first‑revenue.

Enterprise SalesOnline SupportDigital SalesCustomer Relationship Management (CRM)

Digital Inside Sales Representative (APAC) | Zendesk AI (SaaS) B2B

Jan 2024 – Feb 2026 · 2 yrs 1 mo · Taguig, National Capital Region, Philippines · On-site

As a Pioneer Digital Inside Sales representative for APAC at Zendesk, I primarily connect with potential customers via email ticketing. My focus is on identifying their needs and creating sales opportunities by demonstrating how Zendesk’s AI CX and Employee Services Solutions, specifically the AI-powered features, can enhance their internal and customer support operations. I also help in educating customers about our current AI product offerings and capabilities.
Beyond driving sales, I support customers by directing non-sales inquiries to the right departments, ensuring their issues are resolved quickly and accurately. This dual approach enables me to deliver a smooth and efficient experience for both prospects and existing customers, within a fast-paced digital environment, contributing to Zendesk’s overall growth .

Online SupportSales Pipeline ManagementDigital SalesCustomer Experience Management

Tdcx

Customer Experience Specialist (APAC & EMEA) B2B/B2C

Sep 2019 – Dec 2021 · 2 yrs 3 mos · Mandaluyong, National Capital Region, Philippines · On-site

Part of the Tier 2 team at TDCX, I support customers of our hospitality platform client by delivering thorough assistance to both guests and hosts, ensuring their experience on the platform is seamless and satisfactory.
I handle a wide range of inquiries, including booking questions, cancellations, refunds, and account-related issues. When problems arise, I work to resolve disputes and address any concerns promptly and professionally, maintaining Airbnb’s high customer service standards.
I communicate through multiple channels such as phone, chat, and email, adapting to the needs of different customers. Additionally, I use internal tools and CRMs to track conversations and provide efficient solutions. Since Airbnb serves a diverse global audience, I often provide support in different languages or assist customers from various regions, ensuring clear and empathetic communication throughout.
Overall, my goal is to deliver excellent support that upholds Airbnb’s brand reputation and helps both guests and hosts have the best possible experience.

Customer Service RepresentativesTravel ArrangementsCustomer ServiceCustomer Experience Management

Servicesource inc

Sales Renewals Representative (AMER) B2B

Apr 2018 – Oct 2019 · 1 yr 6 mos · Taguig, National Capital Region, Philippines · On-site

In my role as a Sales Renewals Representative at ServiceSource Inc. (Concentrix), I am responsible for managing the end-to-end renewals process for our SaaS Products to SMB clients (AMER). I partner closely with customer stakeholders to understand their ongoing needs and ensure they continue to realize value from our solutions, which helps drive successful contract renewals.
I collaborate cross-functionally with Customer Success and Account Management teams to identify upsell and cross-sell opportunities, maximizing revenue growth throughout the subscription lifecycle. I’m also focused on proactively mitigating any risks by addressing customer concerns early to maintain high renewal rates.
By leveraging ServiceSource’s CRM and subscription management platforms, I track renewal opportunities, generate revenue forecasts, and provide insights to leadership. My primary goal is to deliver a seamless renewal experience that strengthens customer relationships and supports ServiceSource’s reputation as a trusted partner in subscription lifecycle management.

Customer RetentionSales Pipeline ManagementSalesCustomer Relationship Management (CRM)