Mike Sanchez Email and Phone Number
Mike Sanchez work email
- Valid
Mike Sanchez personal email
Mike Sanchez phone numbers
I specialize in building impactful customer experiences by transforming feedback into actionable insights that drive growth and reduce churn. With a track record of leading CX initiatives at Lazada, aCommerce, Janio, and QuadX, I combine strategic thinking with a pragmatic, first-principles approach.I’m passionate about solving problems, fostering collaboration, and challenging assumptions to create meaningful change. I believe curiosity, gratitude, and listening deeply are essential to uncovering ideas that truly make a difference.You can follow some of my thoughts via https://mike.medium.comThank you for reading!
Gcash
View- Website:
- wearegcash.com
- Employees:
- 592
-
Head Of Cx TransformationGcash Jun 2024 - PresentPhilippinesLeads the development of digital transformation strategies and launching of new capabilities anchored on improving the overall customer experience
-
Co-FounderThe Better Group Jan 2023 - PresentPhilippinesOn a mission to collectively and continuously raise the customer experience bar across various industries -
ConsultantMarket Innovators, Inc. Aug 2023 - Nov 2023 -
Product Owner, Gogo XpressQuadx Jun 2022 - Dec 2022Led product development efforts for GoGo Xpress through design thinking methodologies heavily involving customers in the process -
Head Of Customer ExperienceQuad X Oct 2020 - Dec 2022RemoteHeaded the company's customer experience efforts across all of its products (GoGo Xpress, ShippingCart, XPay)Led both Product Experience (UX/UI) and Customer Care functions with the goal of developing a customer-first mindset when it comes to product design and addressing customer concerns
-
Head Of Customer Experience And SupportJanio Asia Jan 2020 - Aug 2020SingaporeHeaded both customer experience and support teams in Singapore, Indonesia, and Malaysia to make sure problems are addressed in the end-to-end customer journey with the ultimate goal of delivering a great experience for clients and their customersSpearheaded the company’s customer experience initiatives which resulted in a number of programs making it possible to gauge and improve client NPS (33), consignee CSAT (4.5), support CSAT (88), and Google reviews (4.4 stars) -
Head Of Project Management OfficeJanio Asia May 2019 - Jan 2020SingaporeImproved first response and resolution time service levels from 58% and 46% to 94% and 93% respectively by streamlining customer support workflows and introducing a proper customer service software solutionManaged an IDR 8bn budget to build a 4,536 sqm fulfillment center in Kelapa Gading, North Jakarta providing warehousing, fulfillment, and distribution services to various clients
-
Avp, DigitalJoy~Nostalg Group (Official) Aug 2018 - Dec 2018PasigOwned, developed, and drove the strategy and roadmap for digital innovation and transformation throughout the organizationLed efforts in evaluating and implementing digital solutions to solve business problems, increase efficiency and create revenue opportunities for the organization -
Technical Operations ManagerAcommerce - Ecommerce Solutions For Southeast Asia Aug 2017 - Jul 2018Ncr - National Capital Region, PhilippinesDrove operational excellence across countries ensuring business continuity by making sure product/platform capabilities are smoothly rolled out to its users in different operational teamsLed project management efforts in customer experience and switching over from a legacy warehouse management system to a more robust and state-of-the-art counterpart -
Technology ManagerAcommerce - Ecommerce Solutions For Southeast Asia Mar 2017 - Aug 2017Ncr - National Capital Region, PhilippinesManaged the entire Technology team with various functions spanning across IT, support, project management, integrations and software developmentLed integration efforts between aCommerce’s proprietary platform, third-party logistics, and partner enterprise resource planning (ERP) systems
-
Project ManagerAcommerce - Ecommerce Solutions For Southeast Asia Apr 2014 - Mar 2017Pasig City, PhilippinesEstablished different teams (customer service, client services, project management) and initially built the technology infrastructure in the Philippines from ground zeroOversaw onboarding, end-to-end integration, and daily operations across different clients and solutions (end-to-end, web development, fulfillment, delivery, channel management, etc.)Managed product lifecycle of aHub (WMS agnostic warehouse and OMS workflow tool) and integrations between third-party logistics providers and SmartShip (courier aggregator)Facilitated coordination with internal departments (business dev't, operations, marketing, etc.) involved to ensure proper execution of strategy
-
Manager, Customer ServiceLazada Group Jun 2012 - Apr 2014Makati City, PhilippinesBuilt a world-class customer service team that caters not only to various channels of communication but multiple countries as wellReached figures of 2.08% abandon rate, 5 seconds average wait time, 4 minutes and 27 seconds average handling time, and 0.55 contacts per order by building a robust IVR system, managing demand through a perceptive ticketing system, and implementing automated email and SMS notificationsLed the customer experience (CX) initiative while achieving a Net Promoter Survey score of 70 by implementing process improvement initiatives addressing specific customer concerns (i.e. going through and revisiting a pick-pack process to find out why packages sent out to customers are "dusty," taking items down due to high defect rates, penalizing 3PLs for customer complaints, etc.) -
Team Manager, Customer ServiceTrg Customer Solutions Aug 2009 - May 2011Pasig City, PhilippinesManaged a team of 18-20 customer service representatives providing sales and billing support to Office Depot e-commerce consumers -
Customer Service RepresentativeSykes Jun 2008 - May 2009Quezon City, PhilippinesProvided post-sales support to Office Depot e-commerce consumersOnboarded and trained new hires into the program via product skills training (PST)
Mike Sanchez Skills
Frequently Asked Questions about Mike Sanchez
What company does Mike Sanchez work for?
Mike Sanchez works for Gcash
What is Mike Sanchez's role at the current company?
Mike Sanchez's current role is Helping organizations deliver exceptional customer experiences | ex-Lazada, aCommerce, QuadX.
What is Mike Sanchez's email address?
Mike Sanchez's email address is mi****@****ce.asia
What is Mike Sanchez's direct phone number?
Mike Sanchez's direct phone number is +6391759*****
What are some of Mike Sanchez's interests?
Mike Sanchez has interest in Children, Education.
What skills is Mike Sanchez known for?
Mike Sanchez has skills like E Commerce, Management, Customer Service, Customer Experience, Process Improvement, Web Development, Start Ups, Business Strategy, Project Management, Operations Management, Team Management, Teamwork.
Who are Mike Sanchez's colleagues?
Mike Sanchez's colleagues are Robelle Denean Dadigan, Mica Peña, Janella Lua Tan, John Andrei Sagario, Alba Jane Kristine Alba Jane Kristine, Nari Sultan, Ana Maria Karina Mendoza.
Not the Mike Sanchez you were looking for?
-
Mike Sanchez
Metro Manila -
1hotmail.com -
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial