Israel Gideon Lacson Email & Phone Number

• Directing and managing the Global Customer Service department that provides 24/7/365 call center support worldwide.• Ramp up and grow the team to meet the business needs, including recruitment.• Instill a culture of excellence in customer experience, quality, and continuous improvement within the team.

Philippines

A motivated and seasoned manager who leads the customer service department by providing exceptional customer service to clients and employees alike. Develops and executes programs and establishes key performance indicators for the team. Well-versed in the latest trends and techniques, specifically in the telecom industry. A skilled communicator with strong leadership and interpersonal abilities in both written and verbal communication.• Candidate screening and other recruitment initiatives for the Manila Customer Services unit• Validation of timekeeping for payroll and attendance incentive purposes• Consolidation of Manila CS-Related reports or items, as well as submission or representation of the Manila CS operation in meetings• Facilitation of shift bids, schedules, and staff rotations• Processing resource requirements (such as supplies, funds, etc.) for the Manila CS operation• Coordinating with Manila CS Team Leaders on the above ad-hoc functions or other similar function• Recognized as a subject-matter expert whom the CS Team Lead in Truphone can consult regarding the conduct of the CS Team Lead Function

Ncr - National Capital Region, Philippines

As a team leader, it is my responsibility to plan, deploy, and manage all team members' activities on a daily basis. I also set performance targets for speed, efficiency, professionalism, and resolution of all customer inquiries. To ensure we are meeting these targets, I deliver weekly/monthly or as-needed reports against agreed customer service KPIs. I maintain up-to-date knowledge of the product and industry developments to keep my team informed and provide effective feedback.In addition, I handle escalated customer complaints or inquiries, which involves communicating with them via phone and email. I also organize staffing, including shift patterns and the number of staff required to meet demand. When issues arise, I identify any failure to meet SLA and suggest process improvement/effect resolution proposals. I also handle and correct any difficult behavior exhibited by my team members.As a role model, I lead by example. I create a script to read from during phone calls. I communicate with the CS director, Network Director, and COO, and draft an outage notification to be sent to customers should an outage occur. I also ask for customers' feedback on products and the customer service experience to improve our services.Additionally, I participate in the company's assessment center and conduct interviews to hire and screen the best customer service experts. I collaborate and strategize globally with team leaders, network teams, and other colleagues for the benefit of my team and the company.

Ncr - National Capital Region, Philippines

As a customer / technical support representative, my primary role is to assist both our corporate and consumer customers through phone and email communication channels. My goal is to provide timely and effective solutions to their technical queries. I am responsible for monitoring, documenting, and addressing customer issues within the agreed timelines. In case of complex issues that require further investigation, I escalate and collaborate with our Technical Operations Centre (TOC) in Portugal. I also work closely with the Service Account Managers to help manage customer accounts and maintain strong relationships with them.

Ncr - National Capital Region, Philippines

As an initial point of contact, I assist both our corporate and consumer customers with their technical inquiries via phone and email. I specialize in resolving customer billing concerns and ensuring that customer issues are tracked, compiled, and addressed within agreed timeframes. Additionally, I am responsible for contacting customers to activate their lines and have taken the initiative to port in customers' phone numbers.

Ncr - National Capital Region, Philippines

As a member of the ace team, I provide technical support to corporate and consumer customers via phone and email, specializing in desktops, laptops, networks, printers, and wireless connections.

Master Of Business Administration (M.B.A.), Business Administration And Management, General, 84.0 Cgpa

Bachelor’S Degree, Business Administration, Management And Operations, 86 Cgpa

Bachelor’S Degree, Business Administration, Management And Operations

Bachelor’S Degree, Mathematics And Computer Science