Manages a team of 2 operations managers, 4 team leaders, and +50 specialists and associates responsible for SEEK Asia's back office Customer Service, Content Moderation, Finance and Pricing Operations.

JobStreet.com is the No. 1 job site in the Philippines part of the Seek Asia that caters to over 6 million jobseekers and over 22,000 HR practitioners.Responsibilities:Manages the entire after-sales Field Team of 10 Customer Relations Officers assigned to specific Sales Teams .Develop and implement internal and external customer care programs to drive customer retention and market shareDesign and implement processes for improved service excellence and efficiencyDrive to increase internal and external knowledge of the Resume Management System to fast track sourcing of hirers through trainings and consultationsDo field visits with CROs to evaluate and gather information on groundConducts intelligent segment reports analysis and trending presented to top managementAchievement/Awards: Established Customer Care process, metrics, and servicing standards for WorkAbroad.ph and spearheaded successful campaigns in the company such as JobStreet.com PhonETHICs, Online Training Program, and Resume Search Assist.

Hired by Microsourcing Philippines as a Team Leader for the Quality Assurance of Custom Websites of Yell Adworks (Yellowbook), which is a leading provider of multimedia advertising services for print and online markets in the United Kingdom, United States of America, Spain, and Latin America.Responsibilities:Managed a team of 12 Quality Assurance Associates (Readers) handling inspection of custom websites for Yell Adworks clients in the United States.Conducted coaching sessions with each associate to track progress and address various performance issues.Prepared scorecards, performance appraisals, productivity reports and other tools to measure associate’s performance.Coordinated with US counterparts to ensure processes observed and metrics are calibrated.Coordinated with other QA team leads for continuous streamlining and calibration of QA processes

Managed a team of 11-17 Data Stewards handling three different task queues (Overmatched Fuzzies, Undermatched Fuzzies, and Missing Headings Queue) aimed at validating listings from a database.Conducted coaching sessions with each data Steward to track progress and address various performance issues.Prepared performance appraisals, productivity reports and other tools to measure associate’s performance.Coordinated with US counterparts to ensure processes observed and metrics are calibrated.Achievement/Awards: Spearheaded new skill set—inclusive of training and deployment of new project.

PLDT Global Corporation is a wholly-owned subsidiary of Philippine Long Distance Telephone Company, which serves as the international retail sales and marketing arm of the PLDT Group. It offers Global Filipinos the best communication products and a wide range of services to help them communicate with their loved ones in the Philippines. Responsibilities:Main point-person for all Customer Service concerns of all PLDT Global products and servicesEnsured that outsourced companies are meeting agreed deliverablesContinuously looks for customer service process improvements and prepares recommendationsMonitored performances of all teams, ensuring that targets are metPrepared weekly and monthly customer service reports to respective country managersConducted training for the Customer Service group as neededAchievement/Awards: Conceptualized and provided framework for a Call Center Study (In-house vs. Outsource) for the company’s customer service requirements

Touch Link Corporation is a family owned business catering to domestic business process outsourcing. The company mainly transacted with various local banks in addressing their telemarketing needs.Responsibilities:Designed and implemented the company’s operational procedures and structureTrained agents and team leaders to develop skills in Customer Service, Sales, and LeadershipTracked over-all performance of all teams as well as individual agentsConducts weekly mentoring sessions with team leaders to monitor each team’s progressConceptualized programs to help the team reach its goalsCoordinated closely with clients to get product updates and to ensure targets are metAchievement/Awards: Part of the team that established the company from the business study, up to hiring employees, acquiring clients and managing operations.

E-telecare International, which is now known as Stream Global Services was the pioneer company for the BPO sector. I was hired as a Customer Service Associate for a telecommunication company in the US. After being transferred to another account, I was promoted as a Team Leader.Responsibilities:Managed a team of customer service associates (6-8); Evaluated individual performance progress and addressing improvement areasTook escalated calls when necessaryCreated weekly, monthly, and quarterly team reports to track team performanceHandled queue management when neededCoordinated with US counterparts to forward issues and get product updates from them Achievements/Awards: Successfully conceptualized and implemented a program “ROC’n Rolex”, which improved the entire account’s performance by enriching the product knowledge and efficiency of the agents.