Fred Lopez MBA, CSP, BOSH

Experience

• 

  APAC Customer Services

  May 2005 - Sept 2009

  • Managed, monitored, and mentored Team Leaders via periodic coaching and calibration sessions to ensure the staff and teams’ alignment on business objectives and goals of the company • Ensured the proper implementation of the call-handling procedures via the ‘lead-by-example’ approach• Conducted regular focused-group-discussions (FGDs) to ensure the staff’s alignment and understanding of the business and how individual performances affect the over-all performance of the program(s)• Initiated or assisted in the creation of call-handling and customer servicing procedures for new accounts• Assisted and trained Team Leaders on problem solving and decision making. Show less • Ensured the proper implementation of the call-handling procedures via the ‘lead-by-example’ approach• Conducted regular focused-group-discussions (FGDs) to ensure the staff’s alignment and understanding of the business and how individual performances affect the over-all performance of the program(s)• Recognized and awarded as the Best Team Leader for 2 years (2005 - 2007)• Guided the development and career advancement of top performing staff to become team leaders (4), assistant team leaders (2), and trainer (1) Show less

  • Operations Manager

    Jul 2007 - Sept 2009

  • Team Lead

    May 2005 - Jul 2007
• 

  Author Solutions, LLC

  Jun 2010 - Feb 2012

  Operations Manager

  • Spear headed a team that handles payment options to make sure each transaction is legit and fraud free• Conducted regular inter-department meetings from Sales to Operations to educate all Heads of how the Department works and on how we can improve our services better to provide the best experience for our consumers/members• directly reports all escalations or potential fraudulent transactions to our Corporate Management team (XLIBRIS U.S.A. – main headquarters) to the Risk and Treasury Manager under the CFO. Show less

• 

  Ensogo Ltd

  Jun 2012 - Dec 2014

  Head of Customer Service

  • Took the lead role in managing Consumer Service departments of three-(3) countries/markets (Philippines, Malaysia, and Singapore)• Responsible for managing the operations and monitoring the SLAs for the Phone, Email, and Chat advertiser-consumer communication channels of the Philippines and the Email advertiser-consumer communication channels for the international markets. • Implemented customer loyalty, up-selling, and repeat business initiatives as support for the customer retention and customer satisfaction objectives of the company Show less

• 

  Taskus PH

  Feb 2015 - Mar 2016

  Operations Manager

  • Responsible for managing 11 campaigns which involved different business processess off shore.• Conducted weekly team huddles for updates on individual campaign’s performance and milestones• .Initiated weekly team activities that focuses on rewards and recognition• initiated a shared dashboard for all the team leaders to create awareness and build a healthy competition.

• 

  HappyFresh

  Mar 2016 - Oct 2016

  Head of Customer Experience

  - Lead, manage, coach, develop and inspire direct reporting team to provide the highest level of Customer Satisfaction- Outline “the journey” to achieve the customer experience vision including strategies and measures of success.- improve the over-all customer experience in order to build loyalty and repeat business

• 

  Marketfresh PH

  Oct 2016 - Feb 2018

  Head of Customer Experience and Operations

  • Monitor and manage the day to day Customer experience and Operations. • Promote excellent Customer Experience from purchasing to after sales. • Monitor Social Media and any chain of communication from our Customers.

• 

  Xend Business Solutions Inc.

  Oct 2016 - Jan 2017

  Consultant for Customer Experience

  • Analyze different Operational processes and strategize with additional recommendations on how it can be improved.• Work with the CEO and drill down on all operational issues that affect the over-all Customer Experience (from Dispatch to Gateway)• Strategic Customer retention plans and loyalty programs

• 

  Jibble

  Feb 2018 - May 2018

  Customer Support Manager (Remote)

  • Monitor and manage the day to day Customer service inquiries. • Handle tickets/escalations and direct them to our Tech/Development team. • Build projects to improve CSAT, Revenue from the Customer Support funnel• Handle clients across the globe (set up accounts) • Manage upgrade in subscription from converting leads to sign ups • Work with developers from Europe and U.S to resolve issues • Schedule calls with clients and Leads for Service Quality assurance and feedback purposes Show less

• 

  8BC Business Development Solutions

  Jun 2019 - Jun 2021

  Managing Partner
• 

  Lucide Construction

  Jun 2021 - now

  Proprietor