- Was responsible in establishing and growing the start-up Customer Experience Team of an Australian Retail Company "Best&Less" and assisted customers through phones, chats, emails, and social media.- Managed the end-to-end employee journey from interviews, training, until endorsement to operations.- Created and published the process manual and quality guidelines and parameters.

Accenture acquired our in-house company Forever21 Call Center Services Corp.- Handled 40 FTEs assisting and supporting customers via phones, chats, emails, social media, phone orders with our customers based in US, CANADA, EU/UK and Asia Pacific- Handled a back office team responsible for reaching out to carriers filing and checking status of late, damaged, missing and lost packages.- Yellow Belt Six-Sigma trained- Pioneered and managed the Phone Orders team in the Philippines- Authored and co-managed the revised web-based Customer Service Manual which was used by our Customer Service Teams in the Philippines, Mexico, US and Europe/UK.

- Handled 40 FTEs assisting and supporting customers via phones, chats, emails, social media, phone orders with our customers based in US, CANADA, EU/UK and Asia Pacific- Pioneered Social Media Team in the Philippines- Started and managed Rewards and Recognition program for Forever21 PH- POC for Global Attendance Tracking for all contact center locations; Philippines, US, Mexico and EU/UK- Conducted initial/final interviews for new applicants

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