Anthony Roman Email & Phone Number

Manila

Formulates strategies to continuously improve the quality of support that the global team provides. Also streamlines processes to ensure that providing support is a good experience for both advocates and customers. Mentors advocate managers who are tasked to directly implement current processes and strategies.

Manila

Headed the Manila 24/7 support team in providing excellent support to both Zendesk and Zopim customers. Coaches a group of team leaders who ensure that their respective teams are exceeding their targets. Also in-charge of growing the team and ensures that there is good work-life balance for all advocates.

Guided a team of customer advocates on their day-to-day activities and made sure everyone was achieving or exceeding their KPIs. Also took charge of on-boarding new advocates to the team.

Provides technical support via email and phone to Zendesk customers from around the world. Troubleshoots issues received and guides users how to resolve them. Maintained high CSAT score and was one of the top advocates globally.

Communicated with customers to determine their requirements and translated these into technical specifications then allocated tasks to team members. Makes sure that development of projects are bug-free and being done ahead of schedule. Delivers final product to customers alongside a demo of the system.

Designed, developed and implemented internal systems used by the company like HR, accounting, payroll and time attendance systems. Also developed public websites for clients like company portfolios, e-commerce and social networking sites.

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Of Science (B.S.), Information Technology