Elia Santos Email & Phone Number

Metro Manila, National Capital Region, Philippines

Taguig, Philippines

Highlights:•Complete Partner performance turnaround from 2016 to 2017 across all metrics•↑125 bps improvement on CSAT for 2017–becoming the best offshore site for 2017 YTD•Quarterly winner for Best in Class on Sales performance•Significant reduction on CHT while continuously improving on Offer and Accept %.•Focused tracking and periodic reviews ensured 2017 Partner attrition ↓1500 bps compared to 2016-Partner site was the #1 offshore site for attrition with over 100% hiring adherence.Roles and Responsibilities:•Servicing ‘Hub’ Leader responsible for the overall management and operations of 450-500 FTE for the Customer Engagement Network (US Voice Customer Service) at the Service Partner locations in Manila, Philippines•Consulting Relationship lead for onsite Canadian servicing site employing 70-100 CCPs responsible for providing Customer care to Canadian Card member base•Day to day Operational Lead for all operations and support functions such as Value Generation, Workforce (Scheduling and Adherence Management, etc.), Training (New Hire & Production rollouts), Customer Experience, Quality, Compliance, and Marketing (Offer releases)•Accountable for Partner performance (metrics, rating) and delivering results as expected by the American Express functional Leadership. (E.G. Service Delivery, Quality, Compliance) including resolution on ongoing operations issues•CSAT Lead in the Philippines for Voice Customer Service–driving performance surpassing Proprietary locations across geographies to deliver Extraordinary Customer care at the ‘right’ margins for American Express•Single point of contact for all servicing, management, financial, contractual and compliance requirements at the Vendor location for American Express for various line/functional stakeholders.•Creates & manages incentive structures to help drive performance•Manage all aspects of Partner billing/invoicing and ensuring that all credits/incentives are applied as per the work order

Highlights:•Sales Lead for US Customer Servicing Partner–preemptive engagement ensured that Partner continues to be the #1 offshore site for 2016 in the Network•Keen attention to detail and strong understanding of the Third Party Lifecycle Management process helped drive G1 performance on all Third Party Audit/Compliance for past 2 years•Awarded “Excellence Award” in 2015-for driving low early tenure attrition and increasing both new hire CSAT and OJT throughput to best in Customer Servicing Partner levelsRoles and Responsibilities:•Lead for Partner Servicing site with 350-450 FTE responsible for Extraordinary Customer Care for US Cardmembers•Lead operational performance reviews focused on key SLAs–CSAT, Offer & Accept %, CHT, Quality, etc•Worked closely with AXP Learning Network on New Hire Onboarding/Training/Certification from end to end program standpoint•Worked seamless on Partner new hire selection & recruitment, training, operational service delivery, quality & Customer Experience, audit & compliance, & employee engagement to ensure superior delivery on all operational outcomes•Provide leadership, guidance, & support to ensure the creation of a positive (productive) work atmosphere & team spirit. Addressed Partner needs & concerns, performance issues, and conflicts•Manage all aspects of day-to day operations including selection/profiling of talent, learning delivery, performance management and staffing execution•Excellent partnership across business verticals and network sites such as Workforce, Training, Marketing, Escalations, etc•Continues to mentor colleagues in the Philippines and Canada on aspects of audit, compliance and regulatory monitoring/reporting in keeping with audit standards/requirements•Keen attention to detail and organized approach to problem solving on all Partner Management reporting needs. Created & shared templates, formats with other colleagues hired and have helped speed up the LC across Partners, markets and geographies

Highlights:•Received Top Team Manager Award (Q2 2009) for consistently exceeding the target Profit Margin for the accounts managed.•Received Excellence Award from Associate Vice President for achieving excellent scores on all KPI’s for the month of April 2010Roles and Responsibilities:•Manages delivery of service on the floor and make real-time decisions to optimize resources to meet service issues and demands across multiple accounts and locations•Manages identification, documentation and analysis of customer and client service process issues. Serves as client contact for daily operations issues and updates•Conducts reviews on SLA performance•Achieved above expectation on SLA performance and account profitability

Roles and Responsibilities:•Maintains high level of proficiency regarding client services and policies; disseminates client-specific information •Coaches agents on the floor and serves as first point of escalation all for client-specific issues. Mentors Supervisor-Trainees and devised "best practices" to help them transition to their new role•Received multiple awards for being Top Performing Supervisor•Implemented four (4) new accounts and served as the main Point-of-Contact (POC) for those accounts

Roles and Responsibilities:•Promptly disseminated client updates to Tier 1 agents•Provided clarifications and guidelines to enhance agents’ understanding and competence regarding client-specific info and handling of various customer transactions. Also handled escalated calls

Roles and Responsibilities:•Provided voice technical support for international customers•Assisted and helped troubleshoot customer requests and inquiry•Cross-trained to answer requests and inquires through email as well as to process customer requests through fax •Assigned as Rework agent due to excellent client-specific knowledge. Updated reports made by agents that were returned due to incorrect escalations or missing information; resubmitted them for resolution•Generate reporting regarding escalation and assist drivers; agents who often request for escalation/assist

Bachelor'S Degree, Communication - Film

High School