Angelo Naranjo Email & Phone Number

Bgc, Taguig City

• Supports Global Account Managers initiatives and projects in relation to strategies for building relationship with Chains• Develop a strong understanding of each assigned Global Accounts competitive position in their marketplace including positioning relative to competitors, their strategies and development• Maintain a Chain Profile information and updated key contacts listing, their functions and what their role means to the company• Act as an interface between business units… Show more • Supports Global Account Managers initiatives and projects in relation to strategies for building relationship with Chains• Develop a strong understanding of each assigned Global Accounts competitive position in their marketplace including positioning relative to competitors, their strategies and development• Maintain a Chain Profile information and updated key contacts listing, their functions and what their role means to the company• Act as an interface between business units, technology teams and support teams • Successfully engaged in multiple projects simultaneously with different departments of the company • Provide support in preparing periodic financial reports as required by collecting, analyzing and summarizing account information and trends• Attune to market intelligence and news of Global Accounts• Generation of Weekly, Monthly, Quarterly and Year to date reports for closed won and lost deals from Sales Force• Ensure an up-to-date scorecard for each regional sales team • Provide an accurate pipeline per chain hotels, region and product• Guarantee a contract database for closed won entries every quarter• Creation of dashboards in Sales Force that would be beneficial to the organization• Sales Force system management and admin roles which includes o Adding new fields and updating pick-list section in Sales Forceo Customization to layout or configuration, such as creating custom or standard objectso Adding, updating and deleting users Show less

Bgc, Taguig City

• Monitor and Report Bandwidth Utilization report for High Alert Hotels in SEA and India region for all system information on different applications and databases• Assist in processing rebates for Hotels under SEA and India Region• Facilitate the complete and timely processing of Incident Reports• Updates and processes data for real-time performance analysis• Help in identifying issues and concerns of the agents and collaborate with the management to identify opportunities which… Show more • Monitor and Report Bandwidth Utilization report for High Alert Hotels in SEA and India region for all system information on different applications and databases• Assist in processing rebates for Hotels under SEA and India Region• Facilitate the complete and timely processing of Incident Reports• Updates and processes data for real-time performance analysis• Help in identifying issues and concerns of the agents and collaborate with the management to identify opportunities which will be addressed in the future training and refresher courses• Root Cause Analysis - preparation, completion, and maintaining the deep dive analysis file to ensure continuous improvement on hotel issues• Maintain Complaint Summary file and provide recommendations and other programs for implementation towards ensuring 100% customer satisfaction• Establish, maintain and positively manage the entire team for each client group relationship• Monthly audit of incidents recorded in SEA and India region to ensure incidents are closed and assigned to proper support team• Assist with monthly audit of Installed abd Decommissioned Room Count for Management Operational KPI• Obtains quantifiable performance data and provided critical recommendations to address team performance issues• Generation of Daily, Weekly, and Monthly ACD Statistical Reports, and the preparation of the Daily Production Reports• To conduct special analysis projects and create other vital reports as directed• Provide technical specialized input to clients and the local subsidiaries whenever necessary Show less

Bgc, Taguig City

• Addresses real time enquiries and other support requirements about the Company's products and services from hotel staff, hotel guests and/or third party clients via telephone and other designated channels• Monitors and tracks technical issues to ensure accurate resolutions• Meets the established Contact Center metrics at all times• Ensures that no complaints from the clients pertaining to the support provided will be received at all times• Assists in making sure that the Team… Show more • Addresses real time enquiries and other support requirements about the Company's products and services from hotel staff, hotel guests and/or third party clients via telephone and other designated channels• Monitors and tracks technical issues to ensure accurate resolutions• Meets the established Contact Center metrics at all times• Ensures that no complaints from the clients pertaining to the support provided will be received at all times• Assists in making sure that the Team Escalation percentage is kept to a minimum• Ensure 100% Customer Satisfaction, 100% Service Level, 100% Schedule Adherence, 100% Quality, minimal AHT and acceptable % Individual and Team Escalation Show less

Ortigas, Pasig City

• Troubleshoot complex issue in internet networking issues, Web-mail and Client-mail Setup, IPTV (STB and DVR) Issues, Remote Control and VOIP concerns• Up selling for HSIA plans, additional TV channels and movie packages• Provide superior customer management• Effectively handle complaints at the first point of contact• Collaborate extensively with peers, account managers and members of the escalation team