Mike Sanchez Email & Phone Number

Philippines

Leads the development of digital transformation strategies and launching of new capabilities anchored on improving the overall customer experience

Philippines

On a mission to collectively and continuously raise the customer experience bar across various industries

Led product development efforts for GoGo Xpress through design thinking methodologies heavily involving customers in the process

Remote

Headed 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

Singapore

Headed 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.

Singapore

Improved 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.

Pasig

Owned, 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

NCR - National Capital Region, Philippines

Drove 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

NCR - National Capital Region, Philippines

Managed 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

Pasig City, Philippines

Established 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.

Makati City, Philippines

Built 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.

Pasig City, Philippines

Managed a team of 18-20 customer service representatives providing sales and billing support to Office Depot e-commerce consumers

Quezon City, Philippines

Provided post-sales support to Office Depot e-commerce consumersOnboarded and trained new hires into the program via product skills training (PST)