- Managed day-to-day operations of 3 different sites in Manila- Responsible for the performance of all sites- Spearheaded logistics and operations for Philippine expansion- Lead in hiring key people since it’s a start up- In charge of the financials within Manila scope- Start up and remote

- Project Management- Individual contributor- Ensures that KT timelines are on schedule- Responsible for several projects that went live during my tenure- Managed client expectations- Monitored progress and provided updates during daily cadence (internal) and WBR (external)- Collaborate with other departments to ensure smooth transition of the project- Identified risks and provided mitigating plans to resolve challenges before it happens

AIG Corebridge - Retirement Services

Granite Telecommunications- led a group of 20 TSRs for Granite Telecommunications- Managed 4 workflows- Responsible for the team’s performance- Provide updates and historical data to clients during WBR- Managed SLAs on a daily basis- Managed any escalations in a timely manner if there is- Facilitate coaching and huddle sessions- Managed stakeholders’ expectation by delivering and achieving performance target

Google Play- Ensured that Google Play is safe for all users- Managed 15 content moderators- Responsible for team’s performance by driving KPI targets and owned all actions to achieve the best possible results and targets- Managed SLAs on a daily basis- Managed escalations and provided resolution in a timely manner- Managed stakeholders’ expectation by delivering and achieving performance target- Conducted performance reviews, coaching, mentorship, huddle sessions and admin tasks- Initiated several projects to improve best practices such as repository of critical and recent updates from the client, time and motion study for Permissions workflow to address handling time issues- Performed RCA to address gaps and challenges- Calibration- Client interfacing

BeachBody- Managed 15 FTEs for the Customer Service workflow- Responsible for the team’s performance- Managed SLAs on a daily basis- Facilitated performance reviews, coaching, mentorship, huddle sessions and admin tasks- Established and maintained strong relationships with customers by fostering trust and reliability- Managed escalations and provided resolution in a timely manner- Calibration- Client interfacing- Call audits- CSAT driven

Yellow Pages- Spearheaded the Alabang Site for Yellow Pages- Managed 15 FTEs for the Customer Service workflow- Responsible for the team’s performance- Managed SLAs on a daily basis- Facilitated performance reviews, coaching, mentorship, huddle sessions and admin tasks- Established and maintained strong relationships with customers by fostering trust and reliability- Managed escalations and provided resolution in a timely manner- Calibration- Client interfacing- Scrubbed detractor calls- NPS driven

Certegy Check Services- Managed 15 FTEs for the Customer Service workflow- Responsible for the team’s performance- Managed SLAs on a daily basis- Facilitated performance reviews, coaching, mentorship, huddle sessions and admin tasks- Established and maintained strong relationships with customers by fostering trust and reliability- Managed escalations and provided resolution in a timely manner- Calibration- Client interfacing- Audit calls

BBH- Spearheaded the account- Managed a team of 10 agents- Social networking site- Day-to-day interaction with US clients- Involved with the process improvement of the account- Involved with the recruitment process

Honeywell Security- Spearheaded the account- Managed a team of 10 agents- Outbound campaign- Target Market: East and West Coast- Involved with the process improvement of the account- Involved with the recruitment process

Jollibee Overseas Order System- Spearheaded the account- Managed a team of 10 agents- Outbound campaign- Target Market: Filipinos abroad- Involved with the process improvement of the account- Involved with the recruitment process

EastWest Bank- Pilot team- Managed a team of 25 agents - Outbound campaign for Credit Cards- Lead generated campaign- Involved with the process improvement of the account- Involved with the recruitment process

NASC- Compensation and benefits- Annual enrollment of benefits- Captive- Inbound campaign

Wachovia Bank / Wells Fargo Bank- Phone banker- General banking inquiry- Sales- Inbound campaign

United Health Care- Handpicked to be a part of this dedicated team for UHG- Inbound campaign

Medco Health Insurance- Prescription benefits- Inbound campaign

Medco Health Insurance- Prescription benefits- Inbound campaign