- Assists the CEO, COO & CMO on strategic approaches for the Asia Pacific market- Manages the graphics, marketing and social media management teams in the Philippines- Engages talks with the different guilds of gamers thru campaign collaborations- Initiated the use of Google Analytics in getting real-time updates on growing global reach- Grew our network of YouTube and Facebook influencers in the Philippines

- Wrote and created knowledge-based articles- Hired and trained all team members- Improved CSAT scores from 50% to an average of 97%- Effected changes to company culture that affected NPS to soar from 65% to 82%

- Addressed all customer and billing concerns thru phone and email correspondences- Escalated bug fixes and issues to the development team for further checking- Analyzed trends on customer support issues- Handled social media management- Submitted weekly reports to CEO

- Improved CSAT scores from an average of 75% in 2019 to an average of 98% for the current year- Improved SLA compliance from 30% in 2019 to 82% for the current year- Implemented uptraining for all agents and team leaders which resulted in improved internal and customer relationships- Orchestrated the continuous improvement of the customer experience through a team-concept approach with the goal of constantly improving all the current strategies applied by the department.

- Identified client needs by evaluating feedback on a daily basis- Onboarded new clients by showing them how to use the app to match their preferences- Analyzed statistics and reports to uncover trends and overall customer experience- Handled and resolved complex client issues and escalations

- Developed training programs for employee development- Created manuals and knowledge-based articles for staff support and maintained quality standards by performing audits on email and chat sessions- Submitted weekly reports to the CEO regarding refunds, chargebacks and employee performance evaluations