2007
BS Electronics and Communications Engineering
Baliuag University
More Info About Me
• 13+ years of experience in Business Process Outsourcing focusing on Customer Service Operations for retail, healthcare, and financial campaigns.
• 1+ year of experience in Service Delivery and program management within HR Shared Services focusing on background check verification.
• 8+ years of leadership experience with a primary focus on team, people and performance management.
• 8+ years of stakeholder management experience such as internal stakeholders, clients and vendor.
• Almost a year of freelancing experience as a Virtual Customer Service/Quality Analyst.
My Skills and Competencies
Social Media Management
Amazon Expert
Data Entry
Content Creator
Certificates
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My Experience and Education
2022
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2023
Amazon Operations Services Philippines Inc.
(Team Manager, Screening Services)
• Responsible for the overall direction of APAC Service Delivery team by managing the workflow to maintain service levels and ensure KPIs are met.
• Manages both internal and external key stakeholders including vendors to build and maintain good relationships.
• Involved in cross-functional and cross-country collaborations for new project launches and process improvement initiatives.
• Responsible in hiring candidates for a job vacancy within APAC Service Delivery. From opening requisitions, writing job descriptions and interviewing candidates up to making the hiring decision.
• Launched and led the engagement activities for APAC Service Delivery including Rewards and Recognitions.
• Led the successful transition of APAC program/s to EMEA region.
• Escalations first point of contact for any APAC Screening Services process/operations-related issues.
• Drives process improvement initiatives to improve customer experience and enhance the team’s operational efficiency.
• Represented APAC team during global business reviews to discuss service health, performance and trends.
2019
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2022
Amazon Operations Services Philippines Inc.
(Team Manager, Customer Service)
• Led and developed a team of 20-25 Customer Service Associates for the NA region.
• Responsible for the overall team performance.
• Designed and executed career plans for team members, including performance reviews.
• Prepared and analyzed data for root cause analysis and identified trends used for business reviews and process improvement initiatives.
• Conducted quality audits to ensure compliance with standard operating procedures.
• Participated in cross-functional collaborations for process improvement.
• First point of contact for escalations
2014
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2018
Genpact Services LLC
(Front Line Manager)
• Supervised a team of 20-25 customer service associates in their day-to-day functions including planning and decision making
• Managed the team’s workflow to meet Operational requirements in terms of Service Level, AHT, Call Quality, ASA, etc.
• Quality monitoring and coaching to improve individual and team performance.
• Developed staff by assessing leadership competencies, career planning and mentoring.
• Fostered and built strong client relationships which resulted to my visit in the client's headquarters in Tennessee USA.
• Involved in the hiring process for correct profiling of candidates.
• Provided comprehensive root-cause analysis for failed metrics complete with action plans.
• Actively participated in process improvement initiatives for Business Continuity Planning.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Amazon Expert
I help you, from listing creation to product research, competitor analysis and Amazon listing optimization.