• Managing 900+ employees for Venmo Customer Services in Manila & Bangalore: ~47% of Manila’s employees & 60% of Venmo’s CS operations globally. • I look after the success of the Global Customer Support Teams, General Support - supported by both in-house & partner operations in Asia & Americas.• Sponsor and Leader of Manila’s Unity Chapter: PayPal’s Women Empowerment Resource Group.

• Initially managed the overall strategy and performance of our Customer Sevice Team supporting the South East Asia & Rest of Asia Markets of PayPal while also leading, and eventually focusing on Venmo’s Customer Support in Philippines. • Oversees the Engagement Structure of PayPal Manila, championing the organization’s 4 core values.• Helps build the processes, policies and guidelines for the site, ensuring proper bahaviors are established and the right culture is exemplified.• Successfully growing the Venmo business in Manila to now 800+ FTEs without sacrificing performance and ensuring the #OneTeam culture, generating <10% annual attrition and 95%+ YOY employee engagement score during the growth.

• Responsible for the overall performance of Net Promoter Score – Modify Episode of the Telstra Call Centers (Australia & International) by identifying the customer pain points, turning insights to actions & leading the strategies to improve customer experience.

• Responsible in the simplification initiatives of the whole Connect At Home business related to process improvements, project implementations, tool effectiveness and speed to competency.• Ensures new strategies are implemented appropriately exceeding desired operational excellence.

• Responsible in the overall business strategy of 2 Consumer LOBs in fixed line services with a total of about 500 FTE located in 2 sites.• Manages projects and process improvement activities, delivering a 5% increase in FCR in 6 months resulting to the highest score in FY18 since joining.• Converted the LOBs to be a premium environment by delivering premium customer service, including the expansion of Service to Sales initiatives.• Delivered a volume reduction project saving the company about AU$170K annually while putting customer experience at the center of the process

• Single-handedly managed the reengineering efforts of transferring the process of Performance Monitoring & Analytics in the Philippines for the Consumer customer service function.• Built a team of 40 Quality Analysts and improved/implemented processes to support all English Speaking Markets of the Consumer customer service function.

• Managed the overall relationship of 4 Critical Partners with multiple programs• Managed contractual requirements – drafting, negotiation, execution andcompliance• Assumed responsibility of annually reviewing the networks’ contract templates, establishing new standards for the Global Partner Network.• Led projects and work streams, created/improved processes implemented for all 40+ partners managed by the network.• Led Partners’ audit readiness, compliance to regulatory and AMEX Standards driving timeliness of gap closure• Supported the business in pushing for Partner Performance, through continuous collaboration with AMEX Leaders, providing strategic improvements and leading contractual negotiations

• Drove and influenced the overall performance of the Partner – Operations, Workforce, Training, CSAT and Quality, etc. while ensuring compliance to AXP policies and the contract.• Continuous analysis of performance and creates solutions to address challenges. • Strategized on how to increase overall performance of the partner by workingwith them in creating action plans, challenging them to be more competitive• Led and bridged a strong partnership between Business and the Partner primarily by positioning ideas that will be win-win for both parties.Through my regular interaction, ensuring solid partnership and strong influential leadership with the partner, we have achieved the following:• Partner was considered to be one of the premium partners of American Express in Asia during my management• #1 in RTF/Net Promoter and #2 in Health of Compliance against 11 other sites across the Customer Service network (within US, Canada and Asia) in 2008 and 2009.• Partner acquired new businesses within AXP in 2009.• Ended 2010 on the Top 30% of the network amidst difficulties brought aboutby economic challenges experienced in 1Q10.• Continued to be at the top 30% of the network for RTF performance in 2012 while achieving the #1 spot in Compliance.• Satisfactory rating on all audits and reviews

• Reviews performance of the partner and manages Training Certifications of the Partner. • Leads the relationship between the Amex and Partner Support Teams, leading efforts to achieve best of year performance in 2007 after reassignment to the role.• Officially promoted to Partner Relationship Manager after 5 months in the temporary role.

• Managed a team with 5 different programs/clients in various industries (Retail, Financial, Travel and Technical) and touch points (customer service, sales, phone, email, chat, inbound and outbound) with total FTE between 100-150.• Communicated with company executives and the client to resolve issues and implement processes.• Analyzed situation and provided recommendations resulting to having all accounts exceeding performance expectations.• Zero management attrition from all 5 programs.

• Supervised agents from different programs with different touch points (chat, email and inbound/outbound voice supports), directly leading 1 program at an implementation phase while co-supervising other programs previously implemented or managed by me.• Supervised agents both from customer service and sales fields. Responsible for the overall performance of the team.• Communicated directly with the client for issues and its resolutions.• Implemented 3 new different accounts over the period of being in the role of asupervisor.

• One of the six who were chosen to pioneer the lead generation team for thecompany.• Main responsibilities include: qualifying accounts, researching information, identifying C-level decision makers and setting appointments for the Sales Directors.

• Provides phone support to customers of a top domain name company.

• Holds after-sales responsibilities for small to large corporate accounts.• Conducted orientations to members of the client, attends to their emergency needs and holds regular meetings with executives in charge of their Health Insurance/HMO.

• Assigned to make outbound sales calls for Filipinos in the USA to offer a Telecom product that allows subscribers to call their loved ones in the Philippines at a cheaper cost.