Jan Maganto, Rpm Email & Phone Number

Philippines

National Capital Region, Philippines

• Responsible for documenting, improving, and executing processesrelated to programs offered to different Channel Partners
• Responsible for creating and maintaining documents that supportChannel Partner Programs externally and internally
• Acts as the main point of contact for Partner Success Specialists,Channel Account Managers, and Partner Program Managers to helpdrive timely and accurate responses to partner concerns, inquiries, andescalations
• Serves as an aid in creating and implementing programs and processesthat will ultimately make it easy for partners to do business with Zoom

• Designed Trucker Path's training curriculum for the Customer Service Partner's team
• Created and enforced quality policies and procedures, provided coaching and dealt with clients/customers directly to drive individual and team results
• Created upskill training program for both new-hires and incumbent CSPs to help hit 90% monthly quality goal (Aug: 82.25%; Sept: 92.33%; Oct: 98.13%)
• Conducted new hire interviews to ensure profile accuracy
• Facilitated weekly call listening session with operations to ensure operational alignment

Taguig, National Capital Region, Philippines

• Developed and maintained training programs to support the onboarding of new Customer Success team members including training on products, billing, customer service,and customer relationship management
• Developed and maintained job aids that can be used to support the performance of Customer Success team members
• Assisted the team in preparing the department for upcoming product launches including coordinating training, writing documentation, and preparing training
• Collaborated with cross-functional team members to identify and prioritize needs for the department
• Utilized impact and feedback data to consistently improve training and enablement program offerings

Taguig, National Capital Region, Philippines

Provided regional training and support for Uber Eats in APAC Region. Conducted TTT sessions, trainer certification for BPO vendors. Collaborated with the regional stakeholders, quality team, and operations team to identify gaps regarding training needs; curriculum design; development; and delivery in order to create relevant solutions for the business..

Taguig City

As a Team Lead, I was responsible for:Guiding and coaching team members. Driving processes and ensuring proper implementations.Owning performance and quality metrics.Collecting and presenting data to higher management

Bonifacio Global City, Taguig

Handled all calls/contacts according to company training and standards. Identified customer needs and respond accordingly. Delivered superior Citibanking experience and satisfy service needs. Identify sales opportunities.

Quezon City

Responded to consumers regarding time sensitive and high priority disputed, fraud, and identity theft accounts and attempt to resolve account statuses. Communicated with consumers to verify correspondences and account information. Responded to consumers in legally required time frame to ensure legal and privacy compliance.

Marikina City

Ensured delivery of excellent customer service through fast and accurate processing of requests, payments, communication and coordinating with other department to resolve inquiries.