Nardo Estabillo

Experience

• 

  Sutherland Global Services

  Oct 2007 - Jan 2014

  •Monitoring queue through CMS, Conversive, LMI Tool, GACD and IEX ( IEX total view workforce management software)•Sending Interval Reports, Shrinkage Updates, EOD and Weekly Reports•To change consultant split skills based on the Queue needs . ( cross skilling CS , TS and Sales consultants to maintain SL % )•To suggest OT recommendations when needed. Subject for Manager’s approval•To ask support team to take calls when needed.•To manage consultants breaks•To do call outs addressing directly to an SD POC especially in addressing AHT concerns.•To send SMS hourly on critical days/intervals.•Monitor the queue spy and aux usage of consultants, ensuring that the queue is well managed by relaying real time concerns on AUX/ Talk Time Abuse to Team Managers / Floor Managers.•Monitor real time schedule adherence and reports non compliance.•Recommended consultants for any violations of the code conduct and non adherence to the schedule. Show less •Answer phone and respond to customer requests.•Responsible for saving members who are calling to cancel their dial up account.•Providing appropriate save offers while delivering excellent customer service.•Provide effective and timely resolution of a range of customer inquiries.•Deliver world class customer service and build customer satisfaction.•Provide customers with product and service information.•Transfer call to appropriate department.•Research, identify and resolve customer’s issues using computer system. Show less

  • Real Time Analyst

    Oct 2007 - Jan 2014

  • Customer Service Representative

    Oct 2007 - Apr 2010
• 

  Afni Philippines

  Jan 2014 - Apr 2015

  Real Time Analyst / Global Workforce

  •Ensures programs are correctly staffed considering SLAs stated in the SOWs.•Coordinates with the Business Controllers team to ensure that manpower is planned in the most cost-effective manner.•Primary responsible in terms of educating Service Delivery members on WFM/Productivity Management concepts.•Responsible for the maintenance of service levels and the real-time and advanced coordination of all phone and non-phone activity.•Provides necessary reports to Operations.•Submits employee’s schedule to payroll and coordinates with payroll if there are changes on the employee’s schedule.•Provide timely feedback to WFM and Operations to relay impact of issues (System, Phone Lines, Call Volume, Service Level, etc.) to the team’s productivity.•Responsible for designing, generating and distributing performance metric reports for Agent and Coach Balanced Scorecards for the process.•Timely and Accurate Reporting of the internal rating on SLA parameters.•Work closely with the Clients and Management to drive improvement in service level, Customer Satisfaction.•Facilitate identification of potential areas of improvement through programs.•Work with leadership team to resolve any operational issues. Ensure all work completed is compliant with relevant statutory code and policy requirements.•Performing special projects and other duties as required.•Monitoring queue through RTA Windows and CUIC.•Sending Interval Reports, Shrinkage Updates, EOD and Weekly Reports•To change consultant split skills based on the Queue needs. (Cross skilling CS , TS and Sales consultants to maintain SL % .•To manage consultants breaks.•To do call outs addressing directly to a Director or Manager especially in addressing AHT concerns. Show less

• 

  Q Express ( An Amazon Susidary )

  May 2015 - Jan 2016

  Logistics Coordinator / Customer Service Representative

  •Call Customer to schedule delivery appointment and confirm delivery address.•Coordinate with logistic staff and supervisors regarding any urgent shipments or special requests.•Answer calls and respond to customer requests.•Provide customers with information regarding delivery status.•Identify, research, and resolve customer issues.•Follow-up on customer enquiries and ensure timely resolution.•Complete call logs and reports.•Recommend process improvements to supervisor.•Provide on the job training for new employees. Show less

• 

  Etihad Airways

  Feb 2016 - Jan 2019

  Global Contact Center Agent

  Attends to guest calls and provide first call resolution ensuring compliance with set standards and procedures in order to optimize guest satisfaction and achieve revenue and customer service individual targets.

• 

  Mycareersdb

  Jan 2019 - Jan 2022

  Marketing Manager I Social Media & Email Manager | Job board Admin

  •Oversee end-to-end recruitment process, including creating job listings, finding candidates, conducting interviews, facilitating onboarding, and sustaining relationships with external recruitment channels.•Develop and implement strategies to improve candidate experience and streamline the hiring process.•Collaborate with hiring managers to identify staffing needs and create comprehensive job descriptions.•Utilize various sourcing techniques to attract diverse and qualified candidates for open positions.•Monitor key recruitment metrics and adjust strategies as needed to meet hiring goals.•Develop and implement social media and email marketing strategies to support business objectives, promote brand awareness, and drive audience engagement.•Manage social media accounts and design targeted email campaigns, utilizing platforms such as Mailchimp or Constant Contact.•Segment email lists and develop personalized marketing strategies to increase open rates, click-through rates, and conversions.•Monitor and analyze social media and email marketing performance, making data-driven decisions for optimization.•Collaborate with cross-functional teams to create cohesive brand messaging, staying current on industry trends and best practices.•Possess excellent communication, copywriting, and analytical skills, with a creative mindset and strong attention to detail.•Familiar with marketing automation platforms, web analytics tools, and graphic design tools, such as HubSpot, Google Analytics, or Adobe Creative Suite and Canva. Show less

• 

  Our School and Us (OSAU)

  Nov 2019 - Jan 2022

  Social Media & Email Management

  •Engage with the online community and foster a positive brand image while connecting with influencers and partners.•Develop and execute social media strategies to boost brand awareness, engagement, and website traffic.•Manage company's social media presence across multiple platforms and create engaging content.•Monitor social media channels for trends and opportunities, and report on performance using analytics tools.•Collaborate with various teams to optimize social media campaigns and enhance marketing efforts.•Stay current with social media trends, best practices, and emerging platforms. Show less

• 

  TamerX Diesel Products, LLC

  Oct 2021 - Nov 2022

  Search Engine Optimization Specialist (Part-Time Freelancer)

  •Develop and implement SEO strategies to improve website search engine rankings, increase organic traffic, and boost brand visibility.•Perform keyword research and analysis, optimizing on-page and off-page elements to enhance search engine visibility.•Monitor and analyze website performance using SEO tools and web analytics platforms, such as Google Analytics and SEMrush, and provide regular performance reports.•Identify and resolve technical SEO issues, collaborating with content creators, web developers, and marketing teams to ensure adherence to SEO best practices.•Stay current on SEO trends, including algorithm updates and emerging techniques, and leverage experience with SEO tools, such as Ahrefs or Moz.•Exhibit excellent communication, interpersonal, and problem-solving skills, with the ability to work independently and manage multiple tasks • Experience with local and international SEO strategies is preferred Show less

• 

  Auto Services Unlimited

  Mar 2022 - Apr 2023

  HR Recruiter | Social Media Content Creator

  •Manage full-cycle recruitment, including job postings, candidate sourcing, interviews, onboarding, and maintaining relationships with external sourcing platforms.•Develop and implement tailored social media strategies, creating visually appealing content to promote brand awareness, drive audience engagement, and support business objectives.•Optimize job postings and social media content for SEO, leveraging web design principles, best practices, and analytics tools to increase visibility and attract quality candidates.•Collaborate with cross-functional teams to enhance the company's online presence, brand recognition, and stay current on HR recruitment, social media marketing, and SEO trends.•Exhibit excellent communication, interpersonal, and problem-solving skills, with the ability to work independently, manage multiple tasks, and proficiency in social media management tools Show less

• 

  Make Believe Fun Center

  Apr 2022 - Apr 2023

  Social Media Management | Content Creator (Part-Time Freelancer)

  •Collaborate with marketing and creative teams to develop content for promotional campaigns, events, and source visual assets to support content initiatives.•Develop and implement social media strategies aligned with company goals, creating engaging content for platforms such as Facebook, Instagram, Twitter, TikTok, and LinkedIn.•Manage company's social media channels, ensuring timely posting, community engagement, and fostering positive relationships with the online community.•Monitor and analyze social media performance, providing recommendations for optimization, growth, and staying current with industry trends and best practices.•Assist with the creation and execution of influencer partnerships, collaborations, and occasional on-site coverage of events and attractions.•Respond professionally to user comments, messages, and inquiries, maintaining an active and engaged online presence.•Perform other duties as assigned to support the company's social media efforts Show less

• 

  Social4M

  Oct 2022 - now

  Funnel Building & Lead GenerationDesigned and optimized high-converting sales funnels using GoHighLevel (GHL), Systeme.io, Funnel Pro, and Funnel Genie to maximize customer acquisition and retention.Automated lead capture forms, landing pages, and upsell/downsell sequences to streamline the sales process and boost conversions.Integrated payment gateways, membership sites, and email follow-ups to improve user experience and increase revenue.CRM & Workflow AutomationDeveloped and managed custom automation sequences across GHL, Systeme.io, Funnel Pro, and Funnel Genie, reducing manual workload and improving efficiency.Configured appointment scheduling, lead scoring, and pipeline management systems to optimize the sales process.Implemented chatbots, SMS follow-ups, and AI-driven automation to enhance customer engagement.Email & SMS Marketing AutomationBuilt and executed email marketing campaigns using GHL, Systeme.io, and Funnel Genie, driving open rates and conversions.Developed SMS automation workflows, improving response rates by 30% and increasing customer retention.A/B tested email subject lines, content, and CTAs to maximize engagement and conversions.SEO & Web DevelopmentCreated SEO-optimized landing pages and sales pages across GHL, Systeme.io, Funnel Pro, and Funnel Genie, increasing organic search visibility.Integrated Google Analytics, Facebook Pixel, and conversion tracking tools to analyze marketing performance and refine strategies.Designed and managed membership sites, course portals, and e-learning platforms for digital products and coaching programs.Performance Tracking & Data AnalysisUtilized GoHighLevel, Systeme.io, Funnel Pro, and Funnel Genie analytics dashboards to track funnel performance, identify trends, and optimize marketing campaigns.Conducted data-driven decision-making to improve conversion rates, user experience, and lead quality. Show less

  • Project Manager

    Jan 2023 - now

  • Marketing Executive | Job Board Admin

    Oct 2022 - Jan 2023