Robert Tim Hernandez Email & Phone Number

Metro Manila, Philippines

• Client Management for SKYCable and ABS-CBN.• Pioneered SKY’s Customer Experience Digital Transformation where we have seamlessly switched from synchronous (Inbound Voice and Email) to asynchronous handling (Social Media, Website, and Viber touchpoints).• Digital Transformation includes the use of Intelligent Chatbots (named KYLA), where it was able to contain 30% of total conversations resolved within the Bot Level and 70% assigned to Live Agents seamlessly. This helped the client maintain its manpower cost and achieve its SLAs despite growing volume.• My team achieved this milestone by designing a Bot Customer Journey that is interactive, responds immediately, reducing wait times, and offering personalized recommendations to customers. This provided a real time Bot response time and a <10 mins response time for Live Agents. A significant feat from a 24-hour response time pre-digital transformation. • Provided Post Conversion Surveys through the Intelligent Chatbot where the client is now able to measure customer sentiments and provide actions to negative sentiments.• Provided Customer Experience support to SKYMobi and ABS Mobile through launch of its digital platforms as customer touchpoints. • Managed internal SLAs above its target agreement of 24 hours for Level 1 support and 48 hours for Level 2 support.• Launched SKY’s Direct to Home product nationwide. Provided easy access to customer support through SMS and Website platforms. • Quick turn-around for inquiries and complaints for DTH as we have designed a journey that can provide response times <10 mins.• Continuous management of Quality Management, Workforce Management, and Business Process Improvements.

• Managed SKY’s Regional Customer Experience Group.• Implemented Business Process alignments across regional areas to ensure a single customer experience across the regions.• Consolidated all Regional Touchpoints to a single point of contact providing ease to all customers.• Increased Customer Satisfaction Scores across regions from 40% to >80%. • Managed a talented team handling Business Development.• Introduced Work Force Management methods resulted to >95% Answer Level for Inbound Voice Operations and managed unscheduled leaves within a 2% average for the year.• Collaboration with the Operations Team on Quality Management where agents achieved an average of >92% Quality Scores.• Continuous Business Process Improvements where monthly reviews are done to ensure Business Process Cycle continuity through data analytics.

• Shift Management and Team Management• Management Reporting with a consistent 95% Answer Level targets for Voice.• Regular Coaching and Mentoring of agents.• Consistent Monthly Sales Quota at >75% of leads• Introduced out of the box Sales Strategies resulting to 80% annual sales conversion rate.• Assignment of Special Projects with successful results.

• Provides after sales end to end customer experience from inbound calls.• Processes inbound leads for sales with >80% conversion rate.• Introduced own workforce management template.• Attends business process meetings to improve customer experience.