Experience

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  Teletech

  Jan 2007 - Jan 2013

  Managed 12 CSRs Ensured that Coaching and Mentoring for personal development are achieved Developed and Designed tactical improvements in order to achieved and go beyond our KPIs (FCR and CSAT)

  • Customer Service Team Lead

    Jan 2011 - Jan 2013

  • Customer Service Representative

    Jan 2007 - Jan 2011
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  Telstra

  Jan 2013 - Jan 2016

  Helped established Premium Support Department’s operational rhythm (Manila and Cebu Supersite) Analyzed our top drivers and customer pain points and current baseline performance Had a depth understanding on People, Systems and Process, Product Constraints. Provided insights and Recommendations to operations for possible uplifts Re-evaluated what’s working and what doesn’t Represented the site to worked with the Business Mobile Care Unit (Seg C & D Teleperformance Mall of Asia Site) Helped our Vendor’s Customer Experience team to solve their High Credit issue Handled and led 8 Insights Specialist Show less Created a database for data capturing. Conducted call listening to have a better understanding of our call drivers Study Volume Profile by Analyzing our top drivers and customer pain points and current baseline performance. Identified Opportunities by having visibility in all Constraint Segments. Conducted RCA on Voice of the Customer to have depth understanding of what matters to our customers Generated Insights and Recommendations for possible uplifts Helped the site to design and implement New Processes Show less

  • Customer Insights Lead

    Jan 2015 - Jan 2016

  • Customer Insights Specialist

    Jan 2013 - Jan 2015
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  Remitly

  Jan 2016 - Dec 2019

  Process / Workflow Expert Creates and Improve existing Process Keen eye focus on process, product, workflow opportunities Asks thoughtful questions to data analysts to validate hypothesis or prioritize work Quickly identifies and shares unusual or outlier issues, performs root cause analysis Raises the need for making tools improvements/adjustments or makes the adjustments themselves as required Raises (JIRA) tickets to appropriate teams based on gaps / opportunities identified and tracks to completionRemitly CS Liaison Catches updates and changes from Program Managers and other stakeholder teams (e.g., Compliance, or DEX, or Global Product), with a keen focus on details, business impact, and process changes Rolls out / trains Associates on any updates / changes to the team to ensure that agents are equipped with appropriate and up-to-date information Amplifies the VOC/VOA by feeding back patterns (gathered from Associates, or own observations) for innovation/changes on process and product Identifies/proposes new product or process workflow solutions aimed at improving overall efficiencies, cost, or improved customer experience. Be able to represent Voice of Agent (based on agent feedback) back to Program Managers to inform program enhancementsProgram Manager Coordination Maintains a regular cadence of meeting with Program Managers to be apprised on and coordinate all updates, feedback, process changes, and product changes Show less Held Accountable for mapping CRM Workflow and Queues for CS. Held Accountable process improvement of each workflow Created the “GIVCARE” Call Flow project Created the new Quality Evaluation form Held Responsible for Credits Analysis Held Responsible for NPS/CSAT Analysis Accountable for Quality reporting automation Contributed in building Quality department Operational Rhythm Call Monitoring QA Talk QA Calibration Floor Support Reporting Data Analysis Show less

  • Program Lead (Customer Service and Escalations)

    Jan 2019 - Dec 2019

  • Process Improvement Specialist

    Jan 2017 - Jan 2019

  • Quality Assurance Analyst (Customer Service)

    Jan 2016 - Jan 2017
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  3pl services provider inc

  Dec 2019 - Apr 2022

  Training and quality assurance manager

  Quality• Responsible for Lean Approach and Waste Removal/Cost Reduction + Automation/Simplification• In charge of documenting all processes of the entire organization• At the helm of Insights and Recommendations via Quantitative and Qualitative Data AnalysisTraining• Held liable for Learning and Development of New and Existing EmployeesSales • Co-working with the Sales Manager to look for new potential clients for the company and company presentation• Acting as customer service/front of the house for new clients concern in regard to price quotes and other services via client relation Show less