Danilo Capin Jr. Email & Phone Number

Cebu City, Central Visayas, Philippines

- Managing, developing, and supporting a team of Customer Experience Specialists.- Maintaining the team's professional goals, monitoring performance, QA, and KPIs.- Conducting hands-on, effective feedback conversations with the team.- Taking ownership of customer escalations.- Managing a ticket queue based on priority and SLA protocols.- Assisting in managing and handling customer queries in a timely and accurate way via email, chat or phone.- Working closely with… Show more - Managing, developing, and supporting a team of Customer Experience Specialists.- Maintaining the team's professional goals, monitoring performance, QA, and KPIs.- Conducting hands-on, effective feedback conversations with the team.- Taking ownership of customer escalations.- Managing a ticket queue based on priority and SLA protocols.- Assisting in managing and handling customer queries in a timely and accurate way via email, chat or phone.- Working closely with developers, technical teams and other key stakeholders to ensure customer satisfaction.- Managing ad hoc projects and tasks related to the Customer Experience department.- Promoting and developing Guesty values. Show less

Philippines

- Responds to customer queries in a timely and accurate way, via email, chat or phone.- Provides step by step technical help, both written and verbal, with great attention to details.- Diagnoses customer issues, solving problems and helping with queries about their account.- Manage a ticket queue based on priority and SLA protocols.- Share and contribute to the knowledge base- Working closely with developers and technical teams to ensure customer satisfaction.

Philippines

- Point of contact whenever Sales/Client Executives need assistance in resolving a client’s concern regarding the service solutions they have with Verizon (account management, billing, reporting, orders, repair tickets etc.).- Engages multiple internal departments to seek updates, ensure progress, and escalate accordingly to expedite identified pending action items by either setting video conferencing meetings on Blue Jeans, handle inbound/outbound calls, sending out email, or chat through… Show more - Point of contact whenever Sales/Client Executives need assistance in resolving a client’s concern regarding the service solutions they have with Verizon (account management, billing, reporting, orders, repair tickets etc.).- Engages multiple internal departments to seek updates, ensure progress, and escalate accordingly to expedite identified pending action items by either setting video conferencing meetings on Blue Jeans, handle inbound/outbound calls, sending out email, or chat through Slack.- Drives completion on campaigns identified by the management that enables retention, growth, and education.- Created a SWI – Standard Work Instruction for a newly introduced escalation process to be used as a reference for the team. Show less

- Responsible for reviewing surveys and reinforcing project policies to ensure quality output.- Deals with Market Researcher’s queries via phone, chat, and email.- Aids in managing the queue by sending a report on our queue’s status and workload.

Philippines

- Secures the team's daily SLA (TAT and AHT) target by managing the queue and workload, working hand in hand with the local and international team (language specialists).- Handles case consultations from the team to avoid customer escalations.- Deals with client and customer escalations to ensure customer retention and satisfactory experience by doing RCA and formulating SMART action plans to mitigate the impact and obliterate recurrence.- Facilitates team huddles to do… Show more - Secures the team's daily SLA (TAT and AHT) target by managing the queue and workload, working hand in hand with the local and international team (language specialists).- Handles case consultations from the team to avoid customer escalations.- Deals with client and customer escalations to ensure customer retention and satisfactory experience by doing RCA and formulating SMART action plans to mitigate the impact and obliterate recurrence.- Facilitates team huddles to do process-related activities, disseminate updates, and follow up on task completion status.- Trained in Coaching Basics and did performance and developmental coaching sessions for a week to build trust-based relationships and drive results.- Responsible for checking and logging SLA risks and issues (e.g., attendance and utilization infractions) in RAIL (Risk and Issue Log). Show less

Philippines

- Responsible for introducing Operational Excellence to the team and emphasizing its importance and usage in operations.- Drives and guides the team to develop ideas that may improve, automate, or innovate processes.- Collaborates with Business Excellence Focal to address identified action items. - Responsible for updating the team’s performance deck every month and revisiting OE documents quarterly such as FMEA (Failure Mode & Effects Analysis).- Works with Shift Leads and QAs… Show more - Responsible for introducing Operational Excellence to the team and emphasizing its importance and usage in operations.- Drives and guides the team to develop ideas that may improve, automate, or innovate processes.- Collaborates with Business Excellence Focal to address identified action items. - Responsible for updating the team’s performance deck every month and revisiting OE documents quarterly such as FMEA (Failure Mode & Effects Analysis).- Works with Shift Leads and QAs to verify SLAs and KPIs presented in the performance deck and diligently checks if a certain failure in the metrics has been logged in RAIL (Risk and Issue Logs) and if an RCA (Root Cause Analysis) has been conducted accordingly.- Responsible for conducting monthly OE Examinations. Show less

Philippines

- Interact with field technicians to manage their workload for the day.- Offline support in dispatching created tickets to their mobile workforce in real time.- The control point for field-related service activities, responsible for assigning, controlling, and dispatching service technicians.- Responsible for addressing process-related questions and concerns from team members.- Lean Six Sigma (Yellow Belt) Trained and Certified. Had a project collaboration and completed it with… Show more - Interact with field technicians to manage their workload for the day.- Offline support in dispatching created tickets to their mobile workforce in real time.- The control point for field-related service activities, responsible for assigning, controlling, and dispatching service technicians.- Responsible for addressing process-related questions and concerns from team members.- Lean Six Sigma (Yellow Belt) Trained and Certified. Had a project collaboration and completed it with a $1.3M average monthly Cost Avoidance and an End of Contract Cost Avoidance amounting to roughly $47M. Show less