Experience

• 

  Globe telecom

  Apr 2007 - now

  Expert

  - Co-develop and implements customer experience strategies for technical touch points.- Builds structures and capabilities supporting customer experience strategies.- Monitors performance, i.e., SLA and Quality, etc. and co-develop solutions to improve customer experience across all channels• Monitors and drives performance of technical support function touch points• Ensure performance and meet SLAs• Gather performance report from technical SG customer points• Analyze performance and red flag issues- Drives resolution of customer pain points identified through customer insighting and surveys• Provides insights on customer impacting issues- Maintains and drives the portfolio of strategic initiatives that will improve customer experience.• Co-develops solutions to address flow through process and gaps- Reviews and approves documented customer impacting processes.• Co-develops strategies for end to end customer experience journey, i.e., new product/service/ platform launches and transformation projects- Manage outsource partners handling hotline.- Ensure outsource partners deliver their KPIs and SLAs.- Address escalations from clients endorsed by Senior Leadership Team. Show less