James Aban Email & Phone Number

Mandaluyong, National Capital Region, Philippines

- Provide Leadership and Recommendations for the new CEF PH Site in Manila for Key Support Groups. - Ensure Stability in Core Functions while Promoting Expansion to further Operations and Business Development for CEF Solutions in locally

New Jersey, United States

HRO Staffing, Site Management, Business Enablement, Key Accounts Management, Client Services, Business Development, Vendor Management, Project Management, Recruitment and other relevant dynamic functions to support the current business for BPO amd Staffing Services.

Bgc

Overall leadership in acquiring new members for the US Market. Oversee various departments and identify possible process painpoints and review of documents. Review of calls including sales pitches, handling objections and rebuttals. Identification of SWOT within team and maximize team members efficency and potential. Proper coordination with the Partner Sales Team and ensure to increase member count and revenue while managing US Operations based in Manila.

Commonwealth

End to End coordination with the Clients. Liason with internal departments and ensure all Goals and Policies agreed through the SOW are met. Laying the foundation with both key stakeholders and further strengthening their relationship. Reviewing Current Processes and identify possible gaps for correction and improvement. Identification of possible expansion opportunities in the future to grow the account.

Bgc, Taguig City

• Look for possible expansion within account portfolio and drive internal sales results• Account Management to make sure accounts are regularly updated and do regular touchbase sessions with SME and Middle Market B2B Clients• Facilitate with other Amex Departments if there are tasks needed done on the account• Review product knowledge in order to improve on current processes• Do follow up checks with clients to ensure spends are placed on the cards• True up pipeline to ensure opportunities for sales are frequent• Other ad hoc tasks that require my expertise to promot work life balance • Lead for Marketing Triggers in SME segment• Lead for Fire Safety as an active Warden• Previous Lead for Foreign Exchange in Middle Market segment

Mandaluyong City

o As Client Services:• Primary responsibility is to ensure proper communication between the client and the company• To provide any new updates from the client and cascade this to the departments involved• Frequently communicate with clients regarding feedback of the team as an independent source• Audit internal process in order to better improve what is currently existing• To provide add on value to company from a vantage point of the client • Schedule frequent meets with the client and the company to ensure close communication• Review reports (such as billing, prepaid services and other pertinent sources) where there is an indirect impact to headcount and cost• Secondary role in operations such as review attendance and break lunch schedules • Other pertinent and relevant tasks as dictated by the immediate superioro As Implementations:• Primary responsibility is to ensure that the each department is doing their respective tasks on the project and to be held accountable if this is not pushed through• Meet with all department heads and representatives to ensure their participation in the implementation stage• Ensure client has full knowledge and is engaged during this stage, explain the expectations of the company and keep them satisfied based on our progress.• Indicate and review timelines on the implementation process to have each department accountable for their respective deliverables• Follow-up and audit on the progress of each departments deliverables.• Ensure full reporting is provided depending on the nature of the account being implemented• Review the outcome to ensure that if there are items not covered, this can be reviewed to ensure that this will not happen again

Alabang

• Primary POC for Sales (Overall KPI – 150+ Agents) for both Voice and Chat Support Agents• Responsible for Site’s Main KPI’s (Conversion Rate and Revenue) to meet these and over achieve as set by the Clients• Create and Plan Sales Strategies to ensure long term success of the team• Meet and exceed goals for Sales and Revenue Delivery• Responsible for Commission Bonus and Structure and its for all levels• Communication/Distribution of prizes (Internal and client provided)• Application of analysis and comparative study with competition to ensure growth opportunities within the team to increase Service Delivery and Revenue• Promotion and create awareness to the team of new Products and Services• Ensuring Delivery of Client Information on all areas• Build, coach and educate the team to reach their maximum sales potential• Welcome new hires to the account and set expectations of the team• Responsible for the development of Supervisors to train Sales on all levels then regularly create new learning materials for their career growth• Implement and maintain agent Bonus awareness• Provide feedback for proper motivation to the team• Weekly Reviews with the Team to ensure there is proper Delivery of Communication and Goals are consistently on target.• Many other tasks on an as needed basis• Looking to improve on existing processes, strategies and identify opportunities then implement solutions and measure its impact

Pasig

• Second in command in day to day operations and coordination with the Development Team from the US• Deliver efficient communication of directives from Kajabi management to the Kajabi PH team• Execute, meet and exceed tasks and deliverables set forth for the KajabiPH team for both Live Chat and Ticket Support • Set agenda and Weekly Report for the team weekly meeting and daily handoffs when necessary• Facilitate both Team Weekly Meeting and Daily Handoffs to organize flow and objectives for the team to execute efficiently• Managing, Coaching and Mentoring agents within the shift regarding day to day operations and activities• Set guidelines and action plans to make the team efficient with the day to day activities• Monitor daily attendance and report status within operations to management • Other pertinent tasks as needed by the team

Eastwood City

• Process Owner and Managing Overall Operations Team for all Target Accounts (150+ Total Headcount) in Manila• Responsible for Overall KPI’s ( Program Quality, Customer Satisfaction, Service Level, Occupancy, Productivity, AHT, Transfers, Unavailability, Attrition, Revenue) to meet these and over achieve as set by the Clients• Interaction with Clients on a daily basis regarding overall team performance and Service Delivery• Coordination with Clients regarding Status Meetings, Conference Calls, day to day activities and any inquiries the client may have and respond in a timely manner• Responsible for Planning and Coordination with the Workforce team• Responsible for Team Attendance and Roster Management• Coordination with the Recruitment team for hiring schedules and headcount needed• Responsible for Site Action Plans and subsequent Follow-up• Responsible for the development of team leads/supervisors, trainers and traffic department• Coordination with HR Department on company policies and procedures• Responsible for Employee Satisfaction and Feedback regarding the program• Responsible for Leads and Agents Monthly Incentives and Bonuses• Coordination with the Program Quality Team on daily monitoring plans and refresher trainings • Weekly Reviews with the Team to ensure there is proper Delivery of Communication and Goals are consistently on target• Establishing and maintaining good working relationships within the team

Mandaluyong City

• Primary POC for Sales (Overall KPI – 250+ Agents)• Responsible for Site’s Main KPI’s (Conversion Rate and Sell Rate) to meet these and over achieve as set by the Clients• Create and Plan Sales Strategies to ensure long term success of the team• Meet and exceed goals for Sales and Revenue Delivery• Closely Coordinating with Site Director and other Managers to ensure Sales is the main objective of the team and there is full support from Top Management• Responsible for Commission Bonus and Structure and its for all levels• Communication/Distribution of prizes (Internal and client provided)• Application of analysis and comparative study with competition to ensure growth opportunities within the team to increase Service Delivery and Revenue• Promotion and create awareness to the team of new Products and Services• Ensuring Delivery of Client Information on all areas• Build, coach and educate the team to reach their maximum sales potential• Responsible for Fraud and Reporting Compliance• Secondary POC for Shift Management• Welcome new hires to the account and set expectations• Responsible for the development of Supervisors to train Sales on all levels then regularly create new learning materials for their career growth• Implement and maintain agent Bonus awareness• Ensure efficiency and productivity in this regard to generate more sales in the process• Weekly Reviews with the Team to ensure there is proper Delivery of Communication and Goals are consistently on target.• Many other tasks on an as needed basis• Looking to improve on existing processes, strategies and identify opportunities then implement solutions and measure its impact