An accomplished Data Specialist and Service Delivery Manager, always ensuring ‘Best in Class’ levels of service, in an innovative, transparent and efficient manner. Skills Include:• Leadership: Proven track-record of effectively leading customer service teams. Pro-actively gets things done and delivers agreed service level agreements. Possess strong people and interpersonal skills with a solid track record in establishing strong professional relationships with staff, customers and management.• Customer Experience / Client Success: Extensive work history in customer service. Has a passion in delivering superior service and a strong care and commitment to customers. Fully understands the importance and implications of service level agreements, customer contracts and performance outcomes.• Service Delivery: Proven effectiveness in service delivery. Ensure ‘Best in Class’ levels of service, in an innovative, transparent and efficient manner. Has significant experience with working across multiple departments and geographic regions.• Master Data Operations: Successfully and effectively led Master Data Operations Teams towards achieving and exceeding established service level agreements for Data Accuracy and Timeliness. Thrived in shared service center environments catering to clients from multiple regions including North and South America, Europe and Asia. • Problem Solving and Analytical Skills: Natural Problem solver and analytical thinker. Handles difficult and irate clients effectively to resolve conflicts. • Communication: Strong and effective verbal and written communication skills. Effective in connecting with the customer and has strong numeracy skills.• Computer and Database Systems and Processes: Proficient in MS Office Suite. Advanced skills specifically for MS Excel, MS Powerpoint and MS Word. Previous software systems worked on include: SAP, Peoplesoft, Salesforce, SFTP Set Up and other software systems.
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Nz Data Exchange ManagerEquifaxNew Zealand
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Leader, Nz Data ExchangeEquifax Oct 2020 - PresentAuckland, New Zealand
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Solutions And Analytics Data SpecialistEquifax Jul 2018 - Oct 2020Auckland, New ZealandThe Solutions and Analytics Data Specialist role is central to achieving the broadest and most diverse set of data assets that underpins Equifax’s Products and Solutions. This encompasses the effective capture of consumer and commercial data across the NZ market. Equifax gathers data from a variety of industry segments including Banks, Financial Institutions, Telco, Utilities, Trade Credit Lenders and Collections agencies.
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Client Success ManagerFuel50 (Career Path Software) Jul 2017 - Jun 2018Auckland, New ZealandManaging Client Reporting function and Customer Support – ensuring SLAs are met for our customers. Supporting the Client Success Team, delivering a great customer experience to all of our global and local clients. -
Customer Services ManagerGeorge Weston Foods Oct 2016 - Jun 2017Auckland, New Zealand- Ensuring and influencing to deliver a premier customer experience for all customer interactions and meet all Key Performance metrics- Seek Process improvements and innovation to enhance C-Sat/quality/ productivity & enhancing customer experience- Managing Contact Centre operations through inbound, outbound, email helplines by ensuring correct resolution which in turn would enhance customer satisfaction- Service Delivery/Quality/Contact Centre management (Inbound/outbound, etc.) - Extensive experience in Customer Services/experience - Strategic Planning, Outsourcing & Partner/Vendor Management- Email/web engage resolutions, reduction in response time with focus on reducing returns and cancellations- Revenue maximization and cost optimization- Build processes and innovations to support the overall business growth- Responsible for Customer complaints and escalation management- Strategic Business Development -
Partnership Services SupervisorRhema Media Mar 2015 - Oct 2016Auckland, New Zealand• Manage the Rhema Media Partnership Services Team and drive completion of daily deliverables to meet or exceed business requirements.• Establish and build strong relationships with Rhema Media Supporters and partners.• Engage in regular coaching sessions to motivate and promote camaraderie within the team.• Successfully implemented and streamlined processes including escalation procedures, re-assignment of duties and responsibilities by applying business continuity concepts promoting efficiency and stability within the team. • Implemented and established documented standard operating procedures and give clear direction and prioritization guidelines to the operations team. -
Country ManagerIremit New Zealand Ltd May 2013 - Feb 2015Auckland, New Zealand• Deliver excellent customer service and tailor-fit solutions to agents and clients.• Manages day to day operations by handling in-bound calls and walk-in clients. • Establish and maintain relationships with business partners to expand the business.• Take responsibility for all high-level customer concerns and facilitate their timely and effective resolution.
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Vice President, Hr Shared Services PhilippinesCiti Mar 2011 - Apr 2013Manila, Philippines• Provide high-quality solutions and services to clients to drive service excellence.• Successful roll-out and implementation of high-level projects such as receipt collection process for medical reimbursements. Instituted regular dashboard reports for stakeholders and automation of certificate of employment. • Scored 100% in the Citi 2011 engagement survey which reflects effectiveness in clearly communicating objectives, resource requirements, issues and results to the operations team, fellow managers and stakeholders.• Manage front and back office operations for Citi shared services for Citibank Employees customer enquiry’s and requests received through email, phone call and via face to face. • Take responsibility for all customer issues and facilitate their timely and effective resolution by engaging relevant stakeholders. • Provide seamless verbal and written customer liaison in order to achieve customer growth and retention.• Consistently recognized by management for exemplary dedication, delivering high-quality service and timely handling of requests.• Consistently achieved financial and business growth goals.• Established strong client relationships with different legal entities and acted as the main point of contact on behalf of Citi Shared Services. -
Senior ManagerBdo Unibank Aug 2010 - Mar 2011Manila Philippines• Built strong client relations to increase business opportunities. Served as single point of contact for business partners including International banks, private and government agencies and other institutions.• Lead expansion projects for business development from initiation to closing stages. • Translated customer requirements into robust project plans to meet business objectives.• Led the research and in-depth data gathering efforts to identify potential growth areas and initiate business development projects (Egg. Japan, Taiwan and Macau subsidiary offices, China Union Pay automatic money transfer systems). -
Service Delivery Manager - Data Management And Global Compensation SystemsIbm Mar 2007 - Jul 2010Manila, Philippines• Lead IBM Business Services operations teams including the Data Management, Travel and Expense operations, Global Compensation Systems Operations teams and made sure service level agreements were met or exceeded consistently.• Recognized by the client as an outstanding partner for significant process improvements through successful projects implemented.• Supplied and presented pertinent data to management which helped support informed business decisions. Data provided included team metrics presenting the results against defined Service Level Agreements, Customer Process Deep Dive presentations and Customer Satisfaction information.• Managed key projects involving streamlining of Employee Data processes into IBMs new Delivery Excellence structure. Reduced headcount from 15 to 11 through significant process improvement without compromising delivery of service level agreements thus resulting in significant cost savings.• Engaged others and worked with team members to communicate, compare, and implement solutions and alternative solutions.• Took full responsibility for high-level customer issues, provide support and facilitate timely and effective resolution by engaging relevant stakeholders. • Provide seamless verbal and written customer liaison in order to achieve customer growth and retention.• Was deployed to Chicago, Illinois for 3 months to perform knowledge transfer. Documented the end to end HR Data Management processes and trained the IBM implementation team. -
Marketing OfficerIremit Global Remittace Jun 2005 - Mar 2007Kaohsiung City, Taiwan• Manage day to day operations by handling calls and walk-in clients. • In-charge of marketing operations including execution of marketing campaigns such as sports fests, pageants, and community service programs.• Represented the company in high-level meetings / negotiations with partner and tie-up organizations including local and foreign agencies and institutions. -
Associate Manager - Data ManagementProcter & Gamble Feb 2001 - Mar 2004Manila, Philippines• Delivery of outstanding customer service by meeting pre-set service level targets. Was consistently recognized by the client for outstanding service delivery and initiative.• Work closely with internal and external departments as the single integrated point of contact for all aspects of service delivery related to product and enterprise support.• Ensure accurate data entry into an in-house database system.
Al Frederick Go Education Details
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Business Administration And Management, General
Frequently Asked Questions about Al Frederick Go
What company does Al Frederick Go work for?
Al Frederick Go works for Equifax
What is Al Frederick Go's role at the current company?
Al Frederick Go's current role is NZ Data Exchange Manager.
What schools did Al Frederick Go attend?
Al Frederick Go attended De La Salle University.
Who are Al Frederick Go's colleagues?
Al Frederick Go's colleagues are Paul Taylor, Barb Welker, Susan Chmelovsky, Allison Lee, Andres David Leal Galvis, Gulzar Nazim, Geneva Hitzel.
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