Patrick John Pablo Email & Phone Number

Seattle, Washington, United States

I manage the daily operations of Ammex and eCommerce Customer Service teams. I work cross-functionally, collaborating with other departments to continuously improve the customer experience. Together with other leaders, I develop and implement strategic plans to enhance the team's performance.My role involves identifying opportunities for process and system improvements and implementing them to optimize efficiency and customer satisfaction. Providing ongoing coaching and mentoring is essential for the growth and development of the Customer Service team as we adapt to ever-changing customer requirements.I also take charge of planning and executing change management initiatives to drive positive transformations within the department. This role demands a combination of strategic thinking and tactical execution, all with a continuous improvement mindset to contribute effectively to the achievement of the company's goals.

I oversaw the daily operations of the customer service department and handled a wide range of additional responsibilities. One of my key tasks was to develop and implement customer service strategies and policies, aligning them with the company's overall objectives. I regularly conducted performance evaluations for the customer service team, providing constructive feedback and recognizing outstanding achievements. I actively participated in cross-functional meetings with departments like sales, marketing, and product development to share customer insights, which helped guide decision-making and product/service enhancements. Additionally, I led customer service projects, such as implementing the chat program in eCommerce, to enhance the overall customer experience. I fostered a culture of continuous improvement, teamwork, and dedication to customer satisfaction throughout the organization

I managed the eCommerce team, which was tasked with meeting or exceeding account health and seller metrics in various marketplaces, including eBay, Amazon, Walmart, and Zoomget.com. I actively worked with the team to optimize performance and achieve outstanding results. Additionally, I collaborated closely with 3P logistics, carriers, and warehouse partners to ensure the timely delivery of goods to consumers. By establishing efficient logistics processes and maintaining strong relationships with external partners, we successfully met customer expectations for on-time deliveries. Overall, my ability to lead the eCommerce team, combined with these additional skills, played a crucial role in driving customer satisfaction, optimizing sales, and maintaining strong seller metrics across multiple marketplaces.

Manila

I was responsible for overseeing the daily operations of the Supply Chain team. This team offered comprehensive end-to-end supply chain solutions, encompassing Inventory management, Order management, Vendor routing compliance, and Customer support. I took charge of managing 70 full-time employees, which included 4 Operations supervisors. As part of my responsibilities, I ensured the smooth functioning of the supply chain processes, optimized inventory levels, streamlined order processing, and ensured vendor compliance. Additionally, I supervised customer support activities to deliver excellent service to our clients. My role was vital in maintaining efficient operations and meeting the demands of our customers throughout their lifecycle journey with our products and services.

Pasig

I led a team that catered to a US Telco, specializing in providing inbound and outbound customer service, billing, sales, and retentions. As the team leader, I provided daily direction and effective communication to ensure that customer service calls were answered promptly, efficiently, and with in-depth knowledge. I actively contributed by suggesting methods to enhance area operations, improve efficiency, and deliver better service to both internal and external customers. My focus was on continuously improving processes to optimize customer satisfaction and overall performance.

Pasig

As an Inbound Sales Team Supervisor for a major US cable company, I motivated and supervised a team of 16 agents. My responsibilities included becoming an expert and educating team members on company products, promotions, and competitive offerings. I monitored agents using pre-recorded call monitoring systems and side-by-side live monitoring to ensure they maintained high-quality calls that prioritized customer experience, effective sales approaches, and problem-solving proficiency. Through transformational coaching, I coached agents by providing feedback from monitoring and data analysis to improve their performance. I held weekly team meetings to encourage team participation and foster a productive learning environment. Additionally, I continually worked with management to improve processes, procedures, and the overall work environment.

Taguig, National Capital Region, Philippines

I handled customer escalations and ensured timely and effective resolutions, with a primary focus on maintaining high customer satisfaction levels. I collaborated with the Vendor Manager to develop strategies aimed at issue resolution and reducing site repeat rate. Additionally, I worked closely with other Manila sites, fostering strong communication and cooperation to deliver consistent and exceptional service across the organization.

Taguig, National Capital Region, Philippines

In my capacity as a Senior Team Manager, I oversaw team performance, handled customer escalations, collaborated with HR on disciplinary issues, provided training and support to staff, and assisted team managers and consultants. My role was crucial in maintaining program efficiency and ensuring customer satisfaction.

Taguig, National Capital Region, Philippines

I was responsible for various key tasks. I monitored team performance through activities like goal planning, process adherence, daily reviews, and monitored KPIs. Additionally, I handled high-level customer escalations, addressed product, administrative, and technical issues to ensure satisfactory resolutions. In collaboration with HR, I managed disciplinary issues concerning consultants, potentially including termination recommendations. The role also involved ensuring ongoing training and knowledge support for front-line staff, aiming to continually enhance the program's performance. Moreover, I provided valuable assistance to team managers and consultants, offering backup floor support, and responding to their inquiries. By carrying out these diverse responsibilities, I played a crucial role in maintaining the program's efficiency and customer satisfaction.