Randy Barnido Email & Phone Number

Metro Manila

Provides support to customers, business partners, stakeholders, and internal teams with the management of contract details.Management of contract updates such as agreement terms, rates, machine details, key contacts, and other relevant information.Detailed investigation in solving customer issues involving (but not limited to) invoice inquiry, billing disputes, contract renewals, machine details, and other relevant issues.Other responsibilities include (but not limited to) email queue management via Salesforce, voice channel support, bulk updates, contract setup, and ad hoc tasks.

Metro Manila

Coordination with customers, internal teams, stakeholders, and business partners to ensure the proper and timely deployment of Canon Machines to their designated locations across different platforms (voice, email, and chat).Management of machine deployment from scheduling, delivery, installation, and invoicing.Other tasks involve (but not limited to) providing dashboard updates for team visibility, queue management for email cases, creating email templates for both new and familiar scenarios.

Metro Manila

Worked with several of the company's clients, all dealing with startup businesses and different technologies.Created Knowledge Base documents, instructional articles, and FAQs.Facilitated training and on-boarding for new campaign members.Maintained client engagement and relationships; coordinated with clients and their customers to ensure that specific projects are on track (e.g. UI Modification Requests and Tool Customization)

Makati, Philippines

Managed a pioneering team of 18 Customer Operations Specialists and helped establish the transition of the current Shell Drivers Club program from a previous service provider to the confines of Shell's business.Worked with both operations and project teams to ensure that the team's workload (e-mails, calls, and live chat) was properly transitioned and that key performance indicators are met. Maintained good working relationships with stakeholders through regular interactions (calls & reports).

Makati, Philippines

Provided support to over 3,000 hotels in the Americas Region with the primary focus on assisting the corporate leadership team in providing feedback on evolving work processes - as well as managing databases and supporting region-wide projects, campaigns, and initiatives.

Makati, Philippines

Provided direction and leadership to a team of front-line customer service advocates to ensure alignment of employee goals with the company's winning ways and leadership competencies.Evaluated and improved direct reports' performance through regular coaching sessions and other learning initiatives - as well as providing opportunities to let them pursue their personal development plans.Collaborated with other managers within the department to create strategic plans to enhance customer satisfaction.

Makati, Philippines

Handled escalated concerns regarding loyalty accounts and program related hotel issues while serving as a point person for case endorsements and follow-ups for the escalations team.Responded to escalation requests from Loyalty Marketing and other corporate teams within the company.

Makati, Philippines

Started as a Customer Care Representative responsible for providing telephone and email handling membership registrations and answering inquiries regarding the IHG Rewards Club program.Serves as the primary liaison between clients and hotel management.Effectively provided reservation services by providing key hotel information for guests staying at IHG Hotels worldwide.