Experience

• 

  Shakey's Philippines (International Family Food Services, Inc.)

  • Taguig City

  • Delivery Call Center Manager

    • Apr 2015 - Present
    • Taguig City

    • Build Delivery and Online Sales at optimum yet profitable level, implement Call Center Strategies and Operations aligned to the Delivery Targets in close collaboration with the Third Party Call Center.• Ensure that the daily Call Center Operation achieves the set targets on agreed metrics focused on Volume, Quality and Guest Experience for all Sales Segments : Delivery Hotline, Website and Mobile App. • Ensures that the Call Center achieves the SLAs (ABR, Response Rate, AHT, Comversion Rate etc.) for all Delivery Sales Segments and prompts the timely and effective implementation of corrective action to get back on course. • Determines Call Center operational strategies. This shall include assessing requirements VS Sales and Profitability goals, Call Center Performance reviews, Capacity Planning. Communicate necessary information to the Call Center and ensure they are aligned.• Identifying and evaluating technologies, defining user requirements, establishing technical specifications, production requirements, productivity, quality and gust experience standards. Coordinates such requirements to the CIO for joint planning and coordination with the Call Center. • Lead the resolution of technical issues and/or enhancement of systems used for delivery in coordination between Shakeys and Call Center (IT Teams).

• 

  Yellow Cab Pizza

  • Makati

  • Call Center Manager

    • Sep 2014 - Apr 2015
    • Makati

    • Manages the day to day delivery operation and handles in house call center - inbound sales and order taking. Handling delivery orders and concerns.• Responsible for process improvement, creation and/or revision of policies and procedures, implementation of delivery business models to improve efficiency and profitability.• Formulate business strategy to increase delivery sales and transactions. Collaborate with Operations and Marketing with visibility campaign and delivery promo projects.• Manages risk exposure and potential business losses through the regular review of new policies and procedures, systems and its effect on the current workflow process of stores and call center.• Regular evaluation of survey results, take immediate steps/actions to correct, and prevent recurrences of areas for opportunities.• Responsible in ensuring that the contact center meet the agreed service level agreement with operations while continuously ensures quality customer service.• Maintain a consistently high level of customer satisfaction by feedback management and identifying pro-active steps for the continued success of the delivery business.• Completed Projects o Dispatch System – HUB Setup for rider optimization o GIS Mapping System – Delivery trade area automation

• 

  Jollibee Foods Corporation

  • Philippines
  • Restaurants
  • 700 & Above Employee

  • Delivery Business Channel Officer

    • Apr 2013 - Aug 2014

    • Responsible for back end support of all delivery channel business of all brands of Jollibee foods corporation. • Project lead for all system integration and business alignment for all the brands to improve overall delivery operations. • Evaluates and manages account planning and business strategic review processes while measuring performance against revenue plan and profitability analysis. • Manages the outsourced call center. Responsible for daily operations handling delivery order calls, customer inquiries and issues for all brands of JFC (Jollibee, Greenwich, Chowking, Manginasal, Red Ribbon and Burger King). • Responsible for process improvement, creation and/or revision of policies and procedures, implementation of new business models to improve efficiency and profitability.

  • New Business Channel - Delivery and Call Center Management

    • Aug 2008 - Mar 2013

    RESPONSIBILITIES : • Delivery and Call Center Management • Acts as Vendor/Client manager for Chowking (Client) : o that oversees call center (outsourced) operations, o that leads process improvement and system integration o Assists in planning and implementation of new business models related to delivery and call center that captures efficiency, reduce risk, lower cost to improve overall delivery operations. • Project lead for system enhancement, development of new system and new innovation that affects the delivery operation and modification and revision of policies and procedures. • Manages the outsourced call center responsible for day-to-day operations handling delivery order calls, Customer inquiries and issues. • Supports and measures department goals and metrics in an effort to develop processes that exceeds customer expectations. • Utilizes new technologies, processes, and training to constantly improve productivity, achieve and meets the needs of a growing organization. • Evaluates and manages account planning and business strategic review processes while measuring performance against revenue plan and profitability analysis.• Responsible for working with call center MIS for Resource Planning and Forecasting Analysis to ensure proper staffing and staffing strategies are effectively executed. • Gathers, evaluates, analyzes data and monitors trend for report and recommendation presentation to business development and operations. • Coordinates with other departments to ensure goals are aligned, constant communication is available, and the overall call center operation is providing a quality customer experience efficiently and effectively. • Communicates and facilitates all requirements between Business Development and Call Center operations as well as act as liaison between Business Development and the corporate office.

• 

  Sykes

  • Team Manager

    • Jun 2002 - May 2008

     Supervise and coordinates with the support team.  Maximize agents’ performance in ensuring that agents have the knowledge, skills and fully equipped to carry out their function effectively and efficiently.  Conduct and facilitate team meeting on a daily basis to ensure important information is disseminated to support team.  Carries out supervisory responsibilities in accordance with the organization’s policies.  Plans, assigns and directs work to the team/employees in cooperation with the account manager.  Monitors technical skills of TSR and recommends additional training when needed and coordinates with supporting managers on the training needs.  Responds timely and accurately to escalations of the Level 1/Level 2 support. Responsible for ensuring that the team achieves the Service Level Agreements via communication of requirements and regular feedback on performance.  Oversee and track downtime on all tools required to perform support  Perform call monitoring, remote and side by side, of agents and feedback findings (strengths, areas of improvement).  Make sure that action plans are effectively carried out for performance improvement.  Contributes to other projects and provides reports as required by the Supporting Manager