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@troo.life
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Mark Anthony Morales is listed as Vice President - Customer Experience Lead at EastWest Ageas Insurance, based in Mandaluyong, National Capital Region, Philippines. AeroLeads shows a work email signal at troo.life and a matched LinkedIn profile for Mark Anthony Morales.
Mark Anthony Morales previously worked as Head of Customer Experience at Cimb Bank Philippines and Director Customer Experience at Fwd Insurance. Mark Anthony Morales holds Master Of Business Administration (Mba) from University Of The Philippines.
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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)
Listed skills include Operations Management, Vendor Management, Forecasting, Quality Management, and 19 others.
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Taguig 1634, Metro Manila, Ph
Overall lead of the Customer Experience through working with the relevant departments that builds offerings and processes that maximizes the customer experience and removes friction from the customer’s journey.
Taguig , Manila, Ph
Oversee the strategy, planning and execution of the organization’s overall Customer Experience goals. This includes liaising with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints.
Quarry Bay, Hong Kong, Hk
Responsible for the management of projects in the Customer Experience and Contact Center aiming at supporting successfully new business initiatives, improving and maintaining efficiency and effectiveness of processes, and leading change in order to support Best in Class strategy, tactics and service leading to ongoing customer experience improvements.
Makati, National Capital Region, Ph
Manages day-to-day operational definitions and parameters for excellent customer service programs and a high performing contact center organization, specifically on Hotline, Email, Postal, and Social Media
Makati, National Capital Region, Ph
Overall Lead for the performance excellence and project execution for Customer Service Department.
Ph
Head of two Quality Management units (Quality Monitoring and Quality Insighting). The position combined the dynamics of Quality Management and Business Intelligence.
Ph
Responsible for operational efficiency and advancement of the operations team in the achievement of business needs for Sales, Care, and Technical Lines of Business.
Ph
Provides strategy and guidance to the workforce management team to ensure accurate and timely delivery of targets to the Operations teams.
Ph
Team Manager and help oversee Contact Center Operations Management
Ph
Acts as an interface between the customers and the company by attending to their queries and complaints through obtaining relevant information based from their experience for coordination and communication to key internal departments.
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Mark Anthony Morales works for EastWest Ageas Insurance.
Mark Anthony Morales is listed as Vice President - Customer Experience Lead at EastWest Ageas Insurance.
AeroLeads has found 1 work email signal at @troo.life for Mark Anthony Morales at EastWest Ageas Insurance.
Mark Anthony Morales is based in Mandaluyong, National Capital Region, Philippines while working with EastWest Ageas Insurance.
Mark Anthony Morales has worked for Eastwest Ageas Insurance, Cimb Bank Philippines, Fwd Insurance, Metrobank Card Corporation, and Globe Telecom.
You can use AeroLeads to view verified contact signals for Mark Anthony Morales at EastWest Ageas Insurance, including work email, phone, and LinkedIn data when available.
Mark Anthony Morales holds Master Of Business Administration (Mba) from University Of The Philippines.
Mark Anthony Morales is listed with skills including Operations Management, Vendor Management, Forecasting, Quality Management, Customer Experience, Functional Training, Workforce Management, and Business Intelligence.
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