Carla A. Email & Phone Number

Metro Manila, Philippines

Develop and implement comprehensive strategies across four Lines of Business (LOBs) – Sales, Service, Activation, and Advocacy & Retention – to drive growth, enhance customer satisfaction, and reduce churn. Align program initiatives with organizational goals, ensuring a holistic approach that encompasses sales targets, service excellence, efficient activation processes, and robust customer advocacy and retention strategies.Lead and inspire cross-functional teams within each LOB, fostering a collaborative and results-driven environment. Implement performance metrics and key performance indicators (KPIs) to evaluate team performance, provide constructive feedback, and identify opportunities for skill development to maintain a high-performing and motivated workforce.Implement initiatives to enhance the overall customer experience, focusing on customer satisfaction, loyalty, and retention. Develop and oversee targeted programs to address customer concerns, reduce churn, and proactively identify opportunities to exceed customer expectations, particularly in areas of sales, service quality, and personalized retention efforts.

Mandaluyong City

Managed Level 1, Level 2 Technical Support Team, Advocacy and Complaints teamSupervise and lead a team of 10-13 technical support agents, encompassing both new hires and tenured professionals, to ensure a cohesive and high-performing unit. Regularly conduct one-on-one coaching sessions, providing constructive feedback and tailored development plans to support each team member in achieving set performance goals and exceeding scorecard metrics.Implement performance tracking mechanisms to monitor individual and team performance against established goals and metrics. Drive a culture of continuous improvement through regular performance reviews, goal-setting, and targeted coaching interventions to enhance the skill set and efficiency of both new and experienced agents, fostering an environment where all team members consistently meet or exceed scorecard benchmarks.

Mandaluyong City

Manage and resolve escalated technical support cases, serving as a point of contact between the customer, internal teams, and external suppliers. Coordinate with suppliers to expedite fault resolution, ensuring timely updates are obtained and communicated to customers, and taking ownership to guarantee that service faults are addressed promptly and efficiently.Monitor and track the progress of escalated cases, consistently seeking updates from suppliers to keep customers informed. Implement proactive measures to ensure fault restoration occurs as soon as possible, collaborating with cross-functional teams and suppliers to address technical issues swiftly and enhance customer satisfaction.

Respond to incoming calls from customers seeking technical assistance with their fibre broadband, VoIP, and mobile services. Effectively listen to customer concerns, diagnose technical issues, and provide timely and accurate solutions over the phone.Utilize technical knowledge and troubleshooting skills to identify and resolve customer issues promptly. Guide customers through step-by-step troubleshooting processes, ensuring a comprehensive understanding of the problem and implementing effective solutions.Evaluate and prioritize technical issues, escalating cases to relevant suppliers or internal technical teams when necessary.Accurately document customer interactions, technical solutions provided, and escalation details in the designated system.

Manila

Level 1 Support