Jonathan Ng Email & Phone Number

• Ensured smooth onboarding of new clients and oversaw their entire lifecycle with the company• Coordinated issues from the client side internally and in turn, provided resolutions based on company policies and client needs • Managed and implemented various internal process improvement projects • Lead and collaborated with the customer service team to increase resolution time• Piloted new projects and provided guidance to team members to ensure smooth day to day operations

• Delivering results and ensuring all initiatives are communicated clearly between vendor and client• Managed a team of 12 customer service agents while providing support and creating action plans to meet client goals• Operations support and management

• Responsible for revenue management and business development of a portfolio containing 521 small to medium businesses• Negotiates contract pricing, duration and language with key decision makers with Managers, Directors and C-Level Executives• Researches and offers opportunities for additional revenue generation outlets with current portfolio• Serves as the primary liaison for any account related situations including but not limited to invoicing, technical requests, additional capabilities, business retention etc• Engages and leads various internal departments to coordinate and manage new customer implementation projects

Philippines

• Does outbound survey and research calls to targeted customers to gather information on product needs and trends versus competitors and reports findings to head office to create more specific and market relevant product offerings in the Telecommunications industry• Creates and improves existing processes and initiatives related to increasing overall sales revenue• Performs sales audits to ensure that all sales are valid and non-fraudulent in nature• Provides overall leadership to a group of Billing/Customer Service Representatives ranging from 12-16 members at a time.• Manages overall performance of the team with various metrics and key performance indicators that are vital for business growth and continuum• Acts as a mentor and subject matter expert to assist employees in managing complex and out of the box issues from customers• Provides structured, relevant and comprehensive coaching to employees to ensure personnel growth and improvement• Serves as the first point of contact for the Training Department to quickly disseminate new procedures, processes and product details• Performs quality assurance roles through phone call listening to ensure that strict quality guidelines are enforced and followed• Manages employee retention and attrition through various in-office and offsite activities ranging from personal non-work related coaching to offsite team building activities

Philippines

• Manages a team of 7 Field Sales Representatives• Ensures that weekly, monthly and quarterly revenue targets are met and exceeded• Provides coaching and sales training to Field Sales Representatives to ensure continuous improvement is accomplished, new sales processes are adhered to and revenue targets are met• Does field work to interview existing customers about employee performance, satisfaction and process adherence to ensure that the companies policies are upheld with the highest standards• Does field investigation on market trends, competitor product performance and overall customer feedback and then collates all this information to be reported to important Stakeholders in Nestle in an effort to continuously improve product quality and prices• Negotiates and completes contracts with medium to large scale groceries for product advertisement and product positioning to increase market exposure• Audits product arrangement and display in the field to make sure that maximum exposure is achieved

Philippines

• Provides overall leadership to a group of Customer Service Representatives ranging from 12-20 members at a time for an Australian telecommunications company• Manages overall performance of the team with various metrics and key performance indicators that are vital for business growth and continuum• Acts as a mentor and subject matter expert to assist employees in managing complex and out of the box issues from customers• Provides structured, relevant and comprehensive coaching to employees to ensure personnel growth and improvement• Serves as the first point of contact for the Training Department to quickly disseminate new procedures, processes and product details• Performs quality assurance roles through phone call listening to ensure that strict quality guidelines are enforced and followed• Acts as the last line of defense for sensitive and high-level customer complaints involving start-to-finish issue management and resolution• Analyzes and creates essential reports through client-provided data to effectively execute root cause analysis studies in aims to resolve urgent and impending issues that may affect overall performance• Manages employee retention and attrition through various in-office and offsite activities ranging from personal non-work related coaching to offsite team building activities

Singapore

• Calls existing account contacts to promote existing and incubation stage conferences to perform delegate sales and advertising opportunities • Researches company organizational charts to create a more relevant network of connections within certain industries vital to company growth• Cold calling and prospect hunting for relevant positions and companies that are related to current conference being managed.

Philippines

• Provides overall leadership to a group of Customer Service Representatives ranging from 12-20 members at a time for an Australian telecommunications company• Manages overall performance of the team with various metrics and key performance indicators that are vital for business growth and continuum• Acts as a mentor and subject matter expert to assist employees in managing complex and out of the box issues from customers• Provides structured, relevant and comprehensive coaching to employees to ensure personnel growth and improvement• Serves as the first point of contact for the Training Department to quickly disseminate new procedures, processes and product details• Performs quality assurance roles through phone call listening to ensure that strict quality guidelines are enforced and followed• Analyzes and creates essential reports through client-provided data to effectively execute root cause analysis studies in aims to resolve urgent and impending issues that may affect overall performance• Manages employee retention and attrition through various in-office and offsite activities ranging from personal non-work related coaching to offsite team building activities

Philippines

• Serves as an inbound technical expert to manage and resolve network related concerns for an American Telecommunications and ISP company• Does screen share sessions for basic to advanced internet configuration and computer settings• Escalates complicated network concerns to a more specialized group in cases where basic over the phone resolution does not apply