I am a former Operations Manager for a program that provides customer service, sales, technical support, and retention solutions to various clients across different industries. I have over 18 years of BPO experience in different roles and capacities, from customer service representative to team leader, training specialist, and operations manager.As an Operations Manager, I was responsible for overseeing a cluster of 8-10 Team Leaders, each with 12-15 agents and 8-10 SMEs, and ensuring that client and company goals were consistently met and exceeded. I also coached and developed my team members to establish a sustainable environment where career progression was a way of life. My core competencies include business reviews, customer success, customer engagement, and BPO expertise. My mission is to deliver exceptional service and value to both customers and stakeholders, and to leverage my skills and experience to contribute to the growth and success of any organization.
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Customer Success ChampionHcltechValenzuela, Ncr, Ph
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Customer Success ChampionHcltech Aug 2024 - PresentQuezon City, National Capital Region, Philippines -
Operations ManagerVxi Global Solutions, Llc Mar 2020 - Dec 2023PhilippinesHandles a cluster of 8-10 Team Leaders each with 12-15 agents, and 8-10 SMEs. In charge of day-to-day operations to ensure that client and company goals are consistently met and exceeded, working within the parameters set forth by the client. Coach and develop team leaders to be future operations managers and SMEs to be future TLs, to establish a sustainable environment where career progression is a way of life. -
Team Development LeaderVxi Global Solutions, Llc Feb 2014 - Mar 2020Quezon CityHeads a team of 12-14 agents providing billing, customer service, and sales support for the largest telephone and internet service provider in the USA. Tasked to develop each individual team member's skills and proficiencies to ensure that they are able to meet company and client goals in a timely manner.
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Senior Training Specialist - Account Management/RetentionVxi Global Solutions, Llc Aug 2009 - Feb 2014Handle all new hire training as well as skill updating of tenured representatives for the Retention group of a North American-based VOIP Company. Develop training materials such as presentations, training manuals, participant guides, handouts, job aids, etc. Coordinate with other support groups to facilitate delivery of training in a timely manner.
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Team Development LeaderVxi Global Solutions, Inc Mar 2009 - Aug 2009Handle a team of 10-12 inbound telemarketers supporting a popular VOIP company based in the US. Ensure that the agents are properly coached on their areas of opportunities and that they are able to hit the required goals as set by the client and the company.
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Account Management RepresentativeVxi Global Solutions, Inc Oct 2008 - Mar 2009Handle inbound calls for a leading VOIP company based in the US. Ensure that the client's customers do not proceed with cancelling their service using a set of offers and procedures exclusive to the line of business.
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Customer Care RepresentativeVxi Global Solutions, Inc Sep 2007 - Oct 2008Quezon CityHandle customer calls for a leading VOIP company for their North American market. Assists customers with their queries regarding billing, product add-ons, technical problems, etc. in a timely manner.
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Corporate TrainerGec Career And Training Center Oct 2005 - Sep 2007Makati CityDeliver a 40-hour training module designed by the government agency Technical Education and Skills Development Authority (TESDA) for call center near-hires to develop the skills needed to become BPO professionals. Assists during the trainees initial interview with affiliated companies as well as monitor their progress once hired.
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Product TrainerTeletech Mar 2004 - Apr 2005Novaliches, QcDeliver 4-week product training to new hires supporting a line of digital cameras for North American and Asian customers. Also tasked with rolling out product and process updates as well as develop training materials, job aids, handouts, etc. Also performs other tasks as may be assigned by the training supervisor or manager. -
Planning Officer IiPhilippine Commission On Women 2000 - 2003
Christopher Roxas Education Details
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Ama Computer UniversityComputer Science -
Ama Computer CollegeComputer Science
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Ama Computer CollegeComputer Science
Frequently Asked Questions about Christopher Roxas
What company does Christopher Roxas work for?
Christopher Roxas works for Hcltech
What is Christopher Roxas's role at the current company?
Christopher Roxas's current role is Customer Success Champion.
What schools did Christopher Roxas attend?
Christopher Roxas attended Ama Computer University, Ama Computer College, Ama Computer College.
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Francis Christopher Roxas
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christopher roxas
If Someone Offers An Amazing Opportunity But You Are Not Ready, Say Yes And Learn To Do It Later.Metro Manila -
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