Jones Mortega

Experience

• 

  Globalstride/IPCCO (*acquired by PCCW)

  Apr 2003 - Mar 2007

  • Team Leader

    Feb 2006 - Mar 2007

  • CSR/Coach

    Apr 2003 - Jan 2006
• 

  PCCW Teleservices Philippines

  Apr 2007 - Sept 2010

  Client Service Associate
• 

  Spark Marketing & Research Services, Inc.

  Oct 2010 - now

  Program/Client Services Manager

  Operations Management:• Responsible for planning, executing and managing FTE allocation per campaign• Manage client’s expectation by forecasting goals based on leads provided• Oversee company’s operations performance• Created and Implemented new record processes for FTE performance dashboard• Ensure campaigns are above company’s target revenue• Facilitate Rewards and Recognition activities Client Management:• Conduct initial setup of programs/campaigns. - Leads Management - CSR Script Creation/Editing - User Acceptance test of CRMs - Program briefing to concerned shareholders • Collaborate with relevant departments to better address client’s expectations (staffing, forecast and client’s goal/deadline)• Aid operations by collecting and analyzing data to generate reports for continuous improvement and corrective action planning.• Provide detailed feedback analysis on running programs for clients• Provide regular updates to clients and upper management regarding program performance• Responsible for client billing and record/track revenue trend per program. Used for Monthly and QBR management review Show less