Represents the Customer Experience Group for all businesses within Globe Telecom involved in providing Premium Content and Value Added Services, Roaming Services and Platinum support. Builds, sustains and maintains relationships across business units to ensure that the Customer Experience Group and all its teams are able to support Brand projects, upcoming initiatives, BAU processes and escalations.

Vendor Manager and Site Director for outsourced business processes. Experience includes managing and handling voice accounts for Premium, Wireless and Wireline LOBs, Sales Process Support, Order Management and Service Fulfilment. Manages partner contracts, monitors and evaluates the campaign's performance, implements, executes and drives programs to improve site performance and agent output. Responsible for influencing and driving Service Levels, First Call Resolution, Quality, Error Rate, CLI,… Show more Vendor Manager and Site Director for outsourced business processes. Experience includes managing and handling voice accounts for Premium, Wireless and Wireline LOBs, Sales Process Support, Order Management and Service Fulfilment. Manages partner contracts, monitors and evaluates the campaign's performance, implements, executes and drives programs to improve site performance and agent output. Responsible for influencing and driving Service Levels, First Call Resolution, Quality, Error Rate, CLI, NPS, Fizzback scores and other KPIs. Show less

Vendor Partner Manager for Centro Operations - managing Globe Telecom's outsource partner, Tech Mahindra. Centro is one of two channels where majority of sales applications coming from Globe Stores, Premium Dealers and Emerging Channels are processed.

As Head of Platinum Relationship Management, was tasked to manage four (4) Relationship Management Teams and one (1) Shared Service s Team, with a total headcount of 53. Reports directly to the Customer Contact Management Head and the Customer Experience head, with direct connections to the company CEO and President. Receives endorsements directly from the company’s top-level management, delegates and monitors the resolution of these cases. Develops programs to drive productivity and… Show more As Head of Platinum Relationship Management, was tasked to manage four (4) Relationship Management Teams and one (1) Shared Service s Team, with a total headcount of 53. Reports directly to the Customer Contact Management Head and the Customer Experience head, with direct connections to the company CEO and President. Receives endorsements directly from the company’s top-level management, delegates and monitors the resolution of these cases. Develops programs to drive productivity and efficiency, interacts with clients, corporate and government entities and supports all major company initiatives. Show less

As Team Lead, manages and monitors a team of twelve (12) Supervisor-level Account Managers, an in-house Administrative Specialist and four (4) contractual admin officers. Approves policy exemptions, new line applications, transportation requests, vehicle repairs, and supply requests. Creates training modules for new products and processes, and executes training for all personnel in the department.

Manage all retail stores and showrooms. Supervise construction of latest showroom. Improve product andtechnical knowledge within the company. Train new store hires and augment product and technical knowledgeof all existing sales personnel. Provide concepts and designs for store marketing and translate into sales.Increase consumer awareness of the company’s product(s). Manage clients and orchestrate post-saleprofessional services and resources.

Responsible for procurement of products to be displayed and sold on the BRANDERS.COM website. Constantly negotiated for better product pricing to allow for bigger sales margins. Manages the back-end of theWeb store by fixing errors, arranging departments, categories, updating pricing, product description , images and margins. Arranged demos, visits and seminars in the Philippine office by suppliers and vendors from the United States. Answered queries and clarifications from sales… Show more Responsible for procurement of products to be displayed and sold on the BRANDERS.COM website. Constantly negotiated for better product pricing to allow for bigger sales margins. Manages the back-end of theWeb store by fixing errors, arranging departments, categories, updating pricing, product description , images and margins. Arranged demos, visits and seminars in the Philippine office by suppliers and vendors from the United States. Answered queries and clarifications from sales representatives regarding products and items on the website. Show less