Sheryll Ramos Email & Phone Number

Makati, National Capital Region, Philippines

- Own the entire customer journey from when a merchant signs up with us, to key milestones like technical troubleshooting, onboarding, adoption, and retention.- Ensure effective cross-functional collaboration across the Customer Care (Technical Customer Support) Customer Success (Account Management) and Customer Onboarding functions, as well as other teams that do not report directly to you- sales, marketing, etc.- Drive change throughout StoreHub as it scales, and ensure successful implementation and adoption of StoreHub’s product offerings as the market expands- Identify areas for improvement with regard to the full customer experience and implement new processes when and where needed- Leverage data and analytics to inform strategic planning to define what customer success looks like- Define and articulate StoreHub’s value proposition as the company continues to expand into new regions and markets- Recruit, retain, and develop high-performing talent onto the Customer Care, Customer Success, and Customer Onboarding team.

Makati City, Metro Manila, Philippines

- Developed and implemented team goals and milestones for SME, Learning, Quality, and Knowledge Management teams, driving the team to achieve and exceed objectives.- Successfully managed and guided a team of 10 Subject Matter Team Leads, reducing SLA violations and achieving targets in Customer Satisfaction, Service Level Agreements, Time to Full Resolution, and First Contact Resolution.- Implemented effective cadences, governance practices, and team metrics for SME and Enablement teams, ensuring alignment and accountability.- Provided coaching, mentoring, and development opportunities for SME coaches, Quality Team Leads, L&D, and Knowledge Management teams, fostering a culture of continuous learning and growth- Partnered with the WFM team to develop and implement a new capacity planning process that resulted in increase in efficiency- Established customer service team business processes to support new product launches and changes in the business (e.g., pricing), ensuring a seamless and customer-centric experience.- Mapped the required proficiency levels for all roles in Training, Quality, and Knowledge Management teams, providing input for performance management and development.- Initiated and established the Operations team's specialization team structure, participating in the hiring of talent to fill needed roles (e.g., team leads, SMEs, etc.).- Set up and established the Learning, Quality, and Content Operations team structure to align with operational requirements, ensuring efficient and effective delivery of service.- Created job descriptions, hiring strategy documents and conducted interviews for candidates in different roles in the Quality, Training & Content Operations teams.- Participated on mid-level interviews for other teams like vendor management- Defined key performance indicators for the Quality, Learning, and Knowledge Management Teams.- Collaborated with vendor partners to ensure their training and quality teams meet Canva's standards.

- Led customer service quality assurance teams for 3 non-voice financial accounts, ensuring that all quality metrics are met and exceeded.- Represented Sykes in quality discussions with client partners such as business reviews, advocating for Sykes and ensuring that client expectations are met and exceeded.- Achieved team performance goals across all key metrics, including quality metrics by ensuring that all quality monitoring, quality analysis, and quality goals set by clients are met and exceeded.- Launched and implemented continuous improvement initiatives to sustain and improve quality performance.- Developed a high-performing and engaged team of Quality Analysts

- Achieved 100% compliance for SLAs, production hours, Net Promoter Score (NPS from -2% to 50%), attrition, and quality of all the lines of business managed- Led the daily operations of multiple lines of business, providing both voice and non-voice support with a proven track record of success- Developed, coached, and mentored team leaders and TL apprentices, fostering a culture of growth- Successfully developed and grew staff capability, maintaining high levels of employee experience, morale, and job satisfaction- Efficiently managed staffing and leave allocations on a monthly basis, ensuring optimal staffing levels and employee engagement

Taguig, National Capital Region, Philippines

- Built and maintained strong relationships with clients through regular interaction, including on-site client engagement- Successfully led the team in consistently meeting Customer Care service level target (from 6 days email backlogs to within 24 hours response time) which led to expansion of support to opening chat channel.- Led the day-to-day operations of two lines of business (inbound sales and customer care), encompassing voice and email support that drove operations performance, consistent achievement of key performance indicators- Developed, coached, and mentored a team of 6 team leaders and 2 TL apprentices, fostering a positive and productive work environment, promoting employee experience, capabilities, morale, and job satisfaction.- Partnered with the Operations Manager to build and maintain strong client relationships, advocating for the company and ensuring that client expectations were met and exceeded- Effectively managed staffing and leave allocations on a monthly basis, ensuring optimal staffing levels and employee engagement

Makati City

- Played a key role in the successful implementation of the Life Insurance line of business and the ramp-up of Auto & Home and Life Insurance- Developed and implemented strategic initiatives to expand business and promote client satisfaction- Effectively led and mentored a team of 7 Team Leaders/Supervisors and 3 SMEs/Back-up Supervisors, including supervision, management, and mentoring to maintain high morale, job satisfaction, and excellent employee experience- Ensured smooth day-to-day operations and the achievement of performance metrics- Partnered with Senior Account Managers to build and maintain strong client relationships, advocating for the company and ensuring that client expectations are exceeded.- Provided clients with timely, accurate, and professional performance reporting, ensuring that service levels and contractual requirements are consistently met and exceeded

Makati, Ortigas

Makati, Ortigas

Makati

Makati