Experience

StackCommerce

• United States
• Software Development
• 1 - 100 Employee

• Manager of Customer Experience

  • Jun 2021 - Present

  • Fulfill high-priority inbound requests from customers who have contacted our brand clients with white-glove, premium customer service responses • Oversee and manage Team Leads and agents assigned to their pod • Agent coaching and development, leading agent 1:1s, handling and assisting CS Senior Manager with coaching as needed • Responsible for reporting individual agent and team performance • Maintaining the ticket inbox and prioritizing agents’ focus based on team/company needs • Identify and communicate trending ticket issues and/or major issues to the other teams and collaborate with stakeholders to address issues. (Examples: unresponsive vendors, late orders, etc. • Manage and assist with social media & promotional ticket responses • Handle high-level tickets including but not limited to GDPR tickets, suspended ticket queue, bulk solves • Address and manage agent escalations and ‘manager’ request tickets • Manage and own “Task & Customer Issues”, delegating to agents as needed • Assist with any ad hoc projects from the Customer Support Senior Manager • Perform administrative actions to fulfill customer requests such as canceling orders, issuing refunds, relaying license redemption codes, etc. • Communicate customer feedback and insights with other departments to ensure products and services meet client needs Show less



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• • Jul 2019 - Nov 2020

  • Manage daily operations, navigate roadblocks & optimize productivity to deliver excellent outcomes & serve as primary point of contact for clients & stakeholders • Prepare performance reports: collect, analyze & summarize data & trend as well as formulate, implement, control & complete action plans • Maintain Sutherland Gold/ Platinum Program Ranking month on month by meeting/ exceeding all KPI's - SOW/ Red Metrics, Contribution Margins, Attrition & Laser Focus targets • Build and maintain healthy client relationships - understand needs, resolve escalations/ issues and exceed expectations• Conduct weekly & quarterly business reviews with the client & internal stakeholders• Manage & develop 2 Associate Managers & 4 Team Leads• Perform weekly triad coaching with the Associate Managers & Team Leads • Govern monthly Continuous Improvement Plans per program• Collaborate with WFM to ensure effective forecasting, resource planning & scheduling/ staffing• Conduct new-hire interviews & lead inspirational talks during New Hire Orientation • Lead planning & execution of effective employee engagement activities for the programs• Prepare monthly CSAs’ pay-for-performance & Associate Managers’ variable performance pay • Maintain professional knowledge by attending educational workshops, networking effectively & benchmarking innovative practices Show less

• • May 2016 - Jul 2019

  • Act as Manager for a Voice/ Email program of 25 (steady HC) to 50 (peak HC) CSAs• Maintain SGS Gold/ Platinum Program status month on month by meeting all of the KPI's - SOW/ Red Metrics (SL, AHT, ASA, ABN% etc. for both streams) & Laser Focus targets (SADH, AUX Utilization, Support Ratio etc.) • Build and maintain a healthy client relationship - understand needs, resolve issues and exceed expectations• Conduct quarterly & weekly regular business reviews with the client & internal stakeholders • Provide real-time Performance Management in order to deliver satisfactory outcome of the daily operations• Consistently exceed sales conversion goal (>18%) & surpass last year’s call center gross sales performance by coaching staff on effective CS-to-Sales & Up-sell techniques • Promote NPS (>50%) & OSAT (>90%) by coaching staff on delivering world-class customer service• Identify opportunities based from VOC, DSAT Deep Dive Results, CSA feedback, Top Contact Drivers and make recommendations for process improvements & innovations• Escalate issues that disrupt operations & impact customer service experience to the stakeholders • Produce solid and effective strategies using the SMART method based on accurate and relevant data reports and analysis/ keen observations• Responsible for weekly staff schedule in coordination with WFM Team• Collaborate with Training & Quality on new training procedures & product updates• Develop & implement motivational programs for the CSRs through incentive schemes, R&Rs, team building activities and events resulting in excellent Shrinkage & Attrition stats• Develop, train, and manage team members via regular weekly 1-on-1 sessions through the Platinum SOAR Coaching Initiative & execute career advancement initiatives to high performing CSAs via Mentoring Program• Conduct weekly Quality Sampling & Coaching • Execute Administrative Tasks & perform client ad hocs• Active member of Site Council, involved in EE Show less

• • Sep 2012 - Apr 2016

  Trainer for a BPO retail/ sales, voice/ email CS program of 25 - 50 FTEs. Tasks include but not limited to: • Conduct Product Specialization Training of New Hires (administration, logistics & class facilitation), provide Nesting support, evaluate 0-30 NH Performance and present analysis & recommendations to stakeholders• Develop & Update PST NH Curriculum & all training mat’ls based on the Top Contact Drivers• Manage all program process & policy updates, cascade to the team via advisories & huddles, conduct spot-checking and share results & feedback to stakeholders• Present CS metrics during client business reviews and internal management reviews and provide in-depth analysis of performance, trend, gaps, DSAT root cause, top CSA opportunities, action plans & VOC• Manage program PK assessments and share results & feedback to stakeholders• Perform ad hoc tasks for client• Address training needs of the program (E.G. Sales, E-mail & CSAT) using the ADDIE Model and utilizing adult learning concepts & SBL Method• Act as additional Training resource for other programs for Language/ Foundation TrainingContributions/ Achievements to date:• Constructed 10-Day New Hire Training Curriculum• Created the program KB content Show less

• • Jun 2010 - Aug 2012



Alexander's Wear Int'l Corporation

• Manila

• Marketing & Retail Manager

  • Jan 2006 - Dec 2009