Jo Mary Rose Madarang Email & Phone Number

Makati, National Capital Region, Philippines

Reviews client contract and ensure that the service delivery provided are within the agreement.Provide client order quotation and invoicing based on the contract signed by the client.Improve overall customer experience for production and service delivery activities.Ensure SLA’s are achieved and client expectations are met (or exceeded) by the team.Point of escalation.Create process improvement and action plan to drive continuous improvement.Conflict management.Incident management.Work closely with Professional Services, project resource members and cross-functional teams.Provide training/mentoring to new hires.Review and provide performance feedback/appraisal to resource and Manager.Attend management and client call.To provide reports to an agreed schedule (or on request), including management and account performance reports.Escalate issues to Manager/Director when there are quality issues to help minimize recurrence.Reviews and set yearly team goals with the team Manager and Director, cascades and explains it to the team to make sure everyone is aligned to these goals and that they will know how these will be met.

Mandaluyong, National Capital Region, Philippines

Responsible and 100% accountable for proactively coordinating and managing complex order lifecycle support for clients and service commitments necessary to exceed client expectations by providing a single point of contact from receipt of order through successful deliver; provide complex aftermarket ordering and service support; receive order requests from customers and validate the accuracy of the information provided;Proactively maintain an understanding of escalation processes established for each step of order lifecycle, ensuring it is followed when needed.

Makati, National Capital Region, Philippines

Provided troubleshooting steps over the phone to resolve application and connectivity issues reported by the customer.Bridged gap between company and consumers and ensured to make both ends meet without compromising the best interest of the company.Answers concerns regarding billing and other charges on the bill. Gave credits to qualified customers.Provided courtesy or escalated callbacks to customers who had repeated issues or complaints about the Level1 representative they spoke with.Performed SME/Floor support duties and served as Team Lead back up.

Makati, National Capital Region, Philippines

Provided troubleshooting steps over the phone to resolve application andconnectivity issues reported by the customer.Bridged gap between company and consumers and ensured to make bothends meet without compromising the best interest of the company.Answers concerns regarding billing and other charges on the bill. Gavecredits to qualified customers.Provided courtesy or escalated callbacks to customers who had repeatedissues or complaints about the Level1 representative they spoke with.Performed SME/Floor support duties and served as Team Lead back up.