Experience

FranklinCovey Philippines

• Philippines
• Professional Training and Coaching
• 1 - 100 Employee

• Director of Client Relations

  • Jan 2022 - Present

  Responsibilities: - Heads the Sales-Enterprise Division and is responsible for planning and executing sales goals. - Oversees sales functions, budget, business development, and effectively communicates solutions, value proposition to acquire new logos and grow existing account portfolio. - Develops key growth sales strategies and action plans, by understanding the competitive landscape and market trends. - Drives robust customer experience by building and maintaining relationships with clients and constantly driving value by understanding their business objectives, needs, and pain points. Accomplishments: - Achieved sales growth of 27% from FY2021 to FY 2022. - Increased customer base by 44% from FY2021 to FY 2022. - Successfully implemented departmental restructure and removed non-revenue generating roles while maintaining service quality and improving sales growth. Show less



Hubstaff

• United States
• Technology, Information and Internet
• 100 - 200 Employee

• Customer Success Manager

  • Oct 2021 - Jan 2022

  - Manages an account portfolio of 180+ accounts with a total of $100K+ MRR - Grows net dollar retention rate of books of business through managing contractions and growing revenue by cross-selling and upsell opportunities. - Conducts onboarding, training and drives constant value to clients all throughout their customer life cycle. - Acts as the voice of the client and collaborates with product development to constantly improve solutions. - Collaborates with the customer support team to resolve escalations, technical issues to deliver an outstanding customer experience. Show less



Quipper

• Japan
• E-Learning Providers
• 500 - 600 Employee

• • Apr 2019 - Oct 2021

  Account Management • Heads the customer success department composed of 3 Team Leaders, 11 client relations officers, and 5 customer success officers. • Handles Quippers key accounts, stakeholders and client segments• Conceive, design and deliver customer engagements that address customer pain points • Develops scalable functional processes and commitments to support proactive customer journeys and successful outcomes • Create individualized customer success plans using diagnostic frameworks and customized customer inputs through engagements• Drive true value for customers by being an expert on e-learning best practices, executing learning methodologies that drive student learning outcome and improve our customer's financial health Learning and Development • Serve in a project manager capacity via creation and execution of training content through the application of instructional design principles for Quipper external and internal stakeholders • Develop and design high quality, student-centered digital learning experiences • Conducts quality assurance and control to ensure the quality of content passes Quipper standards. • Design, develop and deliver results-driven blended learning training courses. Conducts follow-up and follow-through initiatives, provides platform and content updates, remedial training and on the job development.• Oversee the effective delivery of training and learning programsSocial Media • Oversees the digital marketing activities of Philippine operations • Exponentially grow the number of followers, audience and engagement on social media channels through the creation of engaging content, blogs, promotions and campaigns • Assists in corporate growth objectives by using social media content for growth and retention of Quipper’s client base. Vendor Management• Managing, directing and controlling logistics and closely coordinating with system integrators and Internet service providers for the fulfillment of orders. Show less

• • Apr 2016 - Apr 2019

  Responsibilities: • Heads the client relations departments composed of 3 Team Leaders and 21 client relations officers. • Motivating, organizing, planning, controlling, monitoring and encouraging teamwork to ensure performance level are up to standards • Observes and evaluates staff performance. • Establishes work procedures and processes that support organizational standards, procedures and strategic initiatives • Ensures client satisfaction with Quipper's products and services. • Last line of escalation for customer concerns before final arbitration. • Streamline business operations, provides product training to faculty, students and other end users of our products & services• Managing, directing and controlling logistics and closely coordinating with suppliers for the fulfillment of orders for our customers • Closely coordinate with different departments such as content and operations to resolve customer issues • Supports sales officers during sales presentations through product presentations • Managing and Training new hires• Upsells Quipper services to existing clients. Accomplishments: • Runner up Most Valuable Performer for Philippine operations for the year 2018• Reduced cost to serve by Increasing the ratio of support to users from 1 support to 1,414 users in 2017-2018 to 1 support to 1,946 users in 2018-2019 while maintaining customer satisfaction rating of 93% • Awarded Most Valuable Performer for Philippine operations for the year 2016 • Exceeded target metrics on client retention by retaining 92% of current clients for the year 2017-2018. • Exceeded target metrics on client retention by retaining 80% of current clients for the year 2016-2017• Exceeded target metrics on customer satisfaction, received an overall CSAT rating of 92% for the year 2017-2018• Exceeded target metrics on customer satisfaction, received an overall CSAT rating of 88% for the year 2016-2017 Show less

• • Apr 2015 - Apr 2016

  Role: Business Development Responsibilities:• Provides daily leadership to sales support staff • Observes and evaluates staff's performance • Establishes work procedures and processes that support organizational standards, procedures and strategic initiatives • Conducts presentations / trainings via webinar or face to face to markets outside NCRAccomplishments:• Created a workflow process for new markets that resulted to the team exceeding its monthly targets for acquired contracts. • Created operations manual, documented all processes, telemarketing scripts, call & webinar flow, trainings for outside NCR team which assisted in increasing its monthly performance output. Role: Client Relations Responsibilities • Ensures client satisfaction with Quipper's products and services. • Last line of escalation for customer for customer concerns before final arbitration. • Streamline business operations, provides product training to faculty, students and other end users of our products & services• Managing, directing and controlling logistics and closely coordinating with suppliers for fulfilment of orders for our customers • Closely coordinate with different departments such as content and operations to resolve customer issues • Updates & revises Memorandum of Agreements while working closely with corporate lawyers and communicates partnership agreements with Quipper clients Accomplishments: • Awarded Most Valuable Performer for Philippine Operation for 2016• Created client on boarding process complete with implementation plan.• Created team and individual KGI and KPI for customer success team Role: Training & Development Responsibilities: • Created training outline which includes lectures on organizational background, products & services, operational tools, roles & responsibilities and sales trainings complete with assessments • Trained new hires for customer & sales support staff, telemarketers and business development officers. Show less



Don Carlo Cavina School

• Education Administration Programs
• 1 - 100 Employee

• Part Time Faculty Instructor

  • Nov 2015 - Oct 2018

  Teaches various management subjects such as: Business Planning, Production Operations Management, Small Business Consulting, Business Policy and Strategy and Customer Relations Teaches various management subjects such as: Business Planning, Production Operations Management, Small Business Consulting, Business Policy and Strategy and Customer Relations



My English Learning Center

• Operations and Human Resource Manager

  • Jun 2009 - Mar 2015

  Responsibilities in Operations: • Works with C.E.O. and assistant managers / head teachers to secure and sustain effective teaching and learning throughout the school and to monitor and evaluate the quality of teaching and standards of pupils’ achievement, using benchmarks and setting targets for improvement. • Applies principles of continuous improvement and develops innovative ideas and cost effective alternatives to improve the overall operations of the business. • Manages all aspects of operations for 2 Academies with 80 to 100 Employees during peak season and 30 to 50 employees during off season. Responsibilities in Human Resource: • Handles labor relations including appearance in labor arbitration. • Responsible for meeting hiring demands in high volume recruitment. • Develops and executes recruiting plans and continuously improves the end to end recruitment process of M.E.L.C. • Responsible for training delivery. Focused on solutions development for effective training and operational performance improvement. • Provides Leadership Training for employees who hold supervisory levels in the company as well as product and communications skills training for rank and file employees. Accomplishments: 1.Highly contributed in the overall success of the company by increasing average number of enrollees from 90students in 2009 to 200 students in 2012. 2. Established individual and departmental goals trough Management by Objectives 3. Improved hiring and selection process which resulted to the acquisition of above average to excellent teachers 4. Reduced cost of operations by launching cost awareness programs on paper usage ink consumption, electricity and power saving measures. 5.Reduced employee voluntary resignations through revision of compensation schemes Show less



Dedicated Rep / Vertical Partners

• Multi Campaign Team Leader

  • May 2007 - May 2009

  Responsibilities • Liaises directly with End Clients. Submits daily team statistics. Regularly involved in conference calls with the client, General Manager and C.E.O. Provides weekly client calls which reports overall team performance, problem areas encountered and overall client satisfaction. • Ensures all client metrics and other client deliverables are met by the team. • Oversees 24 reps under multiple accounts. • Regularly monitors calls of agents and provide necessary coaching. • Provides daily, weekly and monthly reports to General Manager and C.E.O. • Part of the Dedicated Rep Core Group which primary task is to discuss and analyze the overall problem areas of the company and make necessary recommendations to provide appropriate solutions for challenges encountered. • At one point worked as Business Development Officer and was part of the client in take team which involves generating interest and closing transactions with prospective clients to outsource their telecommuting employees and partner with the company. This also involved implementation of client in take procedures and conference calls with prospective clients, Consultant, General Manager and C.E.O. • Involved in making calls and closing sales on a daily basis for the first few weeks for a new campaign to benchmark team metrics. • At one point due to lack of manpower, provided product training to new agents being deployed to accounts under my supervision. Accomplishments: 1. Received the Employee of the Year award in December 2007. 2. Increased company revenue by helping the company grow from a 3 seater account to a 60 seater account. 3. Surpassed team metrics for accounts handled. Show less



Dedicated Rep. Inc

• Sales Support Representative

  • Mar 2007 - May 2007

  There was no clear organizational structure when I started with Dedicated Rep. I was Responsible in closing sales at the same time overseeing my team mates. Closely worked with the General Manager in handling the team and the clients. Already involved with conference calls with End Client, General Manager and C.E.O. Accomplishments: Promoted as a Team Leader after 3 months of service. Surpassed individual metrics for account handled. There was no clear organizational structure when I started with Dedicated Rep. I was Responsible in closing sales at the same time overseeing my team mates. Closely worked with the General Manager in handling the team and the clients. Already involved with conference calls with End Client, General Manager and C.E.O. Accomplishments: Promoted as a Team Leader after 3 months of service. Surpassed individual metrics for account handled.



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • Mar 2005 - Mar 2007

  • Responsible in handling customer's queries and issues regarding billing, programming packages and technical issues over the phone. • Ensured customer satisfaction by following proper call handling. • Responsible in handling customer's queries and issues regarding billing, programming packages and technical issues over the phone. • Ensured customer satisfaction by following proper call handling.