Jess Dizon Email & Phone Number

Pasig, National Capital Region, Philippines

 Devised quality assurance programs, projects, and tools for company’s Medical Concierge Department. Rolled out on-the-spot and scheduled audits. Reviewed and enhanced existing operational policies and processes. Created and implemented operational (sales and aftersales) processes, policies, and guidelines. Initiated cross functional and alignment meetings for seamless transaction handling, and support needed by each department. Created sales and aftersales e-Manuals. Proposed and designed Customer Relations Management (CRM) system for seamless customer transaction handling, monitoring, review, quality assurance and reports. Enabled email-based company advisory. Generated, analyzed, and presented performance reports.  Conducted quarterly positive customer experience training sessions. Created and implemented Medical Concierge Department scripts. Conducted skills-up training on Negotiation Skills and Handling Objections. Conducted research on HMO related coverages and services for product expansions.

Makati, National Capital Region, Philippines

 Took active and collaborative efforts as Project Manager, Consultant, Contributor, and Implementer for various sales and aftersales activities. Initiated design, review, and enhancements of customer service experience and journey for products and services in relation to launches, promotions, campaigns, events, and special projects. Initiated design, review and enhancements of existing in-store and blitz sales and aftersales transaction guidelines, processes and customer experience and journey based on company’s directions and industry standards. Implemented strategic and tactical Local Store Marketing programs and projects. Devised, reviewed, and enhanced tools and forms for faster sales and aftersales transaction processing. Supported smooth transition, execution and new customer experience and journey for network, system and package plan migration and enhancements. Designed personnel up-skill program for premium plans and services in pursuit of enhanced customer servicing. Promoted store level personnel rewards and recognition programs to further sales achievements.  Reviewed and proposed possible enhancements on support teams’ processes for seamless and faster store transaction handling. Implemented tie ups with other customer service institutions to provide convenience and positive experience for existing and prospective customers.

Makati, National Capital Region, Philippines

 Devised, reviewed, and enhanced accreditation guidelines, processes, sales, and aftersales strategies, for Key Account partners based on company’s directions and industry standards. Created proposals on applicable customer experience and journey for Key Account partner stores. Collaborated with internal partners for products and services promotions and hypes via Key Account partner stores. Provided sales and aftersales support for seamless Smart-Key Account partnership. Enabled solutioning for out-of-the-box concerns.  Conducted briefing and orientation to prospective Key Account partners.

Makati, National Capital Region, Philippines

 Devised, reviewed, and enhanced sales and aftersales strategies, guidelines, and processes. Created revenue generating, personnel proficiency improvement and customer servicing enhancement programs and projects to add value, skill up and elevate postpaid marque in the industry.  Collaborated with internal partners to enable revenue generating programs and projects for stores. Took active and collaborative effort in the design, review, and enhancement of company’s Business Continuity Program.

Makati, National Capital Region, Philippines

 Designed, reviewed, and enhanced sales and aftersales guidelines, processes, and customer experience/journey for products and services.

Makati, National Capital Region, Philippines

 Designed, reviewed, and enhanced guidelines and processes for various corporate sales and aftersales programs and projects. Provided support for sales and aftersales solutions. Created and proposed mixed and bundled offers to amplify company production and revenue.  Consolidated, analyzed and drafted recommendations on sales and operations services. Gathered and prepared sales reports and data for management appreciation.

Makati, National Capital Region, Philippines

 Conducted complete and end-to-end store operational audit which includes sales, aftersales, services, cashiering, inventory, grooming (store and personnel). Devised, reviewed and enhanced audit tools based on company directions and industry standards.  Proposed possible guidelines, processes and customer service improvements base on audit findings. Prepared and presented audit reports and recommendations for management appreciation.

Makati, National Capital Region, Philippines

 Created customer retention related programs and projects for stores.  Designed, reviewed and enhanced guidelines and processes for Local Store Marketing. Designed customer journey and experience for smooth transition of system and network from Analog to GSM.

Makati, National Capital Region, Philippines

 Designed, reviewed, and enhanced report templates utilized by customer interfacing teams.  Consolidated, analyzed, and prepared reports for management appreciation.  Proposed recommendations for service improvements based on gathered data.

Makati, National Capital Region, Philippines

 Processed and resolved executive management endorsed customer service transaction concerns. Collaborated with internal teams and partners in resolution of customer concerns. Created and sent written communications to apprise customers on service related concerns. Proposed recommendations for service improvements based on received customer concerns. Devised, reviewed, and enhanced communication templates.

Pasig, National Capital Region, Philippines

 Processed and resolved executive management endorsed customer service transaction concerns. Collaborated with internal teams and partners in resolution of customer concerns. Created and sent written communications to apprise customers on service related concerns. Devised, reviewed and enhanced communication templates. Prepared transaction reports and analysis for management appreciation.  Assisted in the Y2K Bug smooth transitions.

Pasig, National Capital Region, Philippines

rontliner. Assisted, processed, and resolved customers’ service related concerns. Coordinated with internal teams and partners in resolution of complex concerns. Monitored complete resolution of customer concerns. Prepared daily transaction report.