A seasoned Customer Experience Professional with extensive background obtained from Telecommunications, Credit Cards, and Insurance industries. Started from the ranks from handling and servicing customers across multiple touchpoints to team management, up to being strategically involved in the design of customer lifecycle from brand awareness to continuous engagement and promotion of brand loyalty. Played vital roles as well in Operations Management, People Development, and Business Continuity aspects of Service Delivery.Firm believer that the Voice of Customer is imperative and goes hand in hand with the development of business strategies and digital platforms. Learned and continuously practiced this discipline through understanding customers via Focus Group Discussions, Customer Experience Index surveys, Understanding Net Promoter and Customer Emotion Scores, and Design Thinking methodologies. These also involved designing and implementing key projects to promote customer engagement and improve operational efficiency.Career highlights include:- Over 20 years of Customer Experience management for top companies in the Philippines, which includes interaction and collaboration across all job levels - Transformed FWD Life Insurance to 24/7 Call Centre Operations which is a first for the Philippine Market, and Globe Telecom’s transition to different lines of business- Established FWD’s and EastWest Ageas' Voice of the Customer Program measuring Net Promoter Score and Customer Emotion Score for Purchase, Servicing, Claims, and Digital experience - Designed the CRM solution for FWD Life Insurance and Email Management System for Metrobank Card Corporation enhancing efficiency and first contact resolution- Developed and translated the Customer Journey for the interface and conversation flow for FWD’s Chatbot (Enzo) and Talkbot (Frankie)