Country Leader - COMPIQ SOLUTIONS, LLC - Pasay City
(2024-08)
Oversee all aspects of operations, including service delivery, quality assurance and other support functions in the Philippines
- Manages all employees in Philippines
- Provides oversight, direction and support to the PH Team
- Drives Performance and development of direct reports through performance management by providing timely feedback to all PH Leaders
- Develop and execute strategic plans to expand CompIQ presence and market share in the country
- Build and nurture strong relationships across all employees
- Full P&L responsibilities for Philippines
- Accountable in achieving monthly/quarterly/yearly plan for Philippines
- In-charge of the day-to-day HR, Admin, Payroll, ER, and Finance Operations in Manila Office
Head of Sales and Client Relationship (HR Outsourcing Services) - ASCENTHR, INC. - Mandaluyong City
(2021-08 - 2024-07)
Heads the overall HR Sales, Operations, Quality, and HR Processes in Manila office.
- Heads the overall HR Sales and Operations in Manila office and Southeast Asia region
- Create strong relationships with key client stakeholders at both senior and mid-management levels
- Being the primary escalation point and constantly working with clients for managing their grievances, suggestions, SLA and process adherence
- In charge of the day-to-day HR, Admin, and Finance operations in Manila Office
- Act as an HR Consultant for new prospects and help them on how to start a company in Philippines
Senior Manager – Sales and Operations (HR Outsourcing Services) - ALLSECTECH MANILA, INC. - Taguig City
(2016-09 - 2021-07)
- Heads the overall HR Sales and Operations in Manila office
- Create strong relationships with key client stakeholders at both senior and mid-management levels
- Understand the competitive landscape and market trends
- Determine annual unit and gross-profit plans by implementing marketing strategies, analyzing trends and results
- Maintain sales volume, product mix and selling price by keeping current with supply and demand, changing trends, economic indicators and competitors
- Analyze pipeline and lead data, deliver periodic reporting to the sales and marketing teams providing key business insights
- In charge with the day-to-day operations in both Sales and HR OPS team
Account Manager (HR, Benefits Administration, Finance and Accounting Services) - Business Process Outsourcing International, Inc. - Pasig City/Makati City
(2014-08 - 2016-09)
Maintains and expand relationships with all existing and new Clients. Responsible for Account Management, achieving sales quota through Up-Selling, Cross-Selling and New Sales.
- Establishes productive and professional relationships with all existing and New Clients
- Coordinates the involvement of company personnel, including support, and management resources, including account performance objectives and Client expectations
- Communicate clearly the progress of monthly/quarterly initiatives to all stakeholders
- Identify and grow opportunities with existing Clients and collaborate with stakeholders to ensure growth attainment
- Lead solution development efforts that best address customer needs
- Owns Contract renewal process to all existing accounts
- Performs other responsibilities associated with this position
Account Manager - Transcom Worldwide Philippines, Inc. - Pasig City/EDSA
(2012-04 - 2014-08)
Maintain and develop a strong, proactive, consultative, working relationship with the client as well as being the day-to-day contact for the client
- Responsible for all client communications, conflict resolution and compliance with client deliverables
- Reviews of all major deliverables to ensure quality standards and client expectations are communicated and achieved
- Ensures that client issues are dealt with in an efficient manner, informing Senior Management within Operations and Business Development of any problems that may arise
- Owns the contract renewal process
- Primary responsibility is to understand and ensure client satisfaction on existing program metrics with a secondary responsibility for growing the client's business
- Plan and carry out innovative initiatives to improve the client's business. These enhancements can be strategic, and/or tactical
- Maintain and develop on-going reporting, including Monthly and Quarterly Business Reviews
- Monitor and report on activities and provide relevant management information to senior management
- Liaise and attend meetings with other company functions necessary to perform duties
- Be fully knowledgeable in the call center industry to add value and understand additional solutions that may make sense to the client
- Working closely with Operations, Quality, training and all stakeholders to implement projects
- Preparation of invoices
Account Manager - Teleperformance Philippines - Cebu City
(2011-06 - 2012-02)
Accountable for the day-to-day management of client relationships and handling of client expectations and feedback being the single point of contact for the client
- Responsible for ensuring coordination of client needs with the internal support groups which include but are not limited to the communication of program changes, revisions, growth, forecasts, and the facilitations of monthly and quarterly business reviews
- Work proactively with the client to identify methods, processes, and strategies that will continue to drive efficiencies in the program, and provide strategic solutions to enhance the client's business
- Mobilize Teleperformance entire organization to ensure that program objectives are met and exceeded
- Determines alternative delivery methods to reduce overall program costs and alternative methods to drive day-to-day revenue
- Responsible for assisting in resolving conflict, issues related to people's concerns
- Ensure all Teleperformance policies and procedures are adhered to including but not limited to Security, HR, Operations, etc. and any known infractions of any these corporate policies and procedures are communicated to the proper Teleperformance Management personnel immediately
Operations Manager/ Account Manager - Sykes Asia, Incorporated - Marikina City
(2009-06 - 2011-06)
Responsible for overall supervision and monitoring of the unit, and all its deliverables associated with established programs.
- Driving Operational performance on the AUSTAR account
- Management and Development of Team Leaders and Knowledge Specialists dedicated to the AUSTAR account to achieve agreed KPI's
- Coordination with facilities, training, recruitment and HR to ensure maximum support for the AUSTAR account
- Tracking and reporting of performance metrics on a daily, weekly, monthly and quarterly basis
- Preparation of Executive Summary and P & L reports as required by SYKES
- Direct communication with the AUSTAR client and Internal Stakeholders on a daily, weekly and monthly basis
- Delivery of MBR, QBR and ad-hoc reports
- Perform other duties as required by management
Senior Team Manager - NCO Group /RMH Teleservices Asia Pacific, Inc. - Quezon City
(2009-02 - 2009-05)
Responsible for overall supervision and monitoring of unit assigned by the Operations Manager.
- Handled 6 Teams with 15 agents each team
- Plans production operations with production manager, establishes call center priorities and sequences for conducting campaigns and programs in order to achieve client Locate and Liquidate Goal
- Prepares operational schedules and coordinates activities to ensure production and quality of service
- Resolves employee issues and problems by interfacing with production manager, supervisors and training manager and providing support when needed
- Develop operational and working practices and observe agents and staff to ensure compliance with standards
- Works closely with the training and quality group for maintenance of highly quality performance in the site
Team Manager - NCO Group /RMH Teleservices Asia Pacific, Inc. - Quezon City
(2006-08 - 2009-02)
- Managed High Balance Accounts (4-7 months due accounts)
- Handled 1 team with 15 agents
- Ensures the quality of calls of every agent in an everyday basis
- Demonstrate an understanding to agents the importance of having a good production
- Continuously monitor performance, and reinforce desired behavior and results
- Responsible for overseeing the work of agents and improving performance through coaching, mentoring and performance appraisals
Quality Coach - NCO Group /RMH Teleservices Asia Pacific, Inc. - Quezon City
(2006-07 - 2006-07)
- Responsible in ensuring agents compliant with client dictated standards and all applicable laws and regulations by monitoring agents' performance
- Monitor and coach collections agents in quality and collection skills
- Provide feedback and help in the development of agents
- Drive continuous improvement in monitoring efforts and coaching on critical attributes and behaviors
Collections Agent - NCO Group /RMH Teleservices Asia Pacific, Inc. - Quezon City
(2006-01 - 2006-06)
- Assists customers and give solutions to pay their bills
- Responsible for achieving individual goal in collecting to customers
Officer-in-Charge - Ambergriss Solutions, Inc. - Taguig
(2005-07 - 2005-12)
Call Center Agent - Ambergriss Solutions, Inc. - Taguig
(2005-01 - 2005-06)
- Resolves challenging inquiries by utilizing negotiations and analytical skills while following guidelines in an effort to satisfy customers
- Demonstrate and proactively recommend ways to improve customer service
- Makes payroll and monetary adjustments to agents
Senior Clerk - Prudential Guarantee and Assurance, Inc. - Makati City
(2002-10 - 2004-12)
General Clerk - Prudential Guarantee and Assurance, Inc. - Makati City
(2000-10 - 2002-09)
