Experience

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  Go2

  • Remote

  • Success Manager

    • Oct 2021 - Jul 2022
    • Remote

    • Manage relationship between Teammates, Clients and key stakeholders and ensures that everyone is on the same page toward key objectives. • Ensures that Teammates becomes successful in their respective roles. • Builds the gap between the Client and Team Managers, ensuring the growth is at the center of their relationship.• Engages in Client and TM check-ins, important meetings and huddles, documentation, and auditing.• Strategically plan and analyze data and situations on how to drive success whether there is KPI or none.

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  Concentrix

  • Quezon City, National Capital Region, Philippines

  • Team Leader/LOB Lead

    • Aug 2020 - Oct 2021
    • Quezon City, National Capital Region, Philippines

    • Manages a US based Tech Account dealing with direct customers and Dealers.• Oversees 1 LOB/Workstream.• Consistently meeting Program SLAs and ranks one of the Top 10 Teams (out of 30+ Teams).• Drives performance and delivers coaching to Customer Service Representatives in meeting Program SLAs. • Works with the Client during outages and recommends options.• Reads out team performance to the client to discuss KPIs, challenges, process improvement ideas, training needs and updated processes.• Attends to escalation calls and discusses with Operations Leaders and Team members on solutions and help needed items.

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  TeleTech Philippines

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

  • Team Lead

    • Jan 2019 - Aug 2021

    • Consistently meeting Program SLAs and ranks one of the Top 10 Teams (out of 30+ Teams). • Drives performance and delivers coaching to Customer Service Representatives in meeting Program SLAs. • Conduct Deep Dive analysis on CSAT/DSAT drivers and delivers necessary coaching. • Reads out team performance data and recommends process improvement activities to drive efficiency and improve Customer Satisfaction. • Attends to escalation calls and acts as “Manager on Duty” during weekends.

  • Technical Trainer

    • Sep 2019 - Dec 2019

    • Delivers Process Training to new hires for a US-based Food Delivery Service Account • Conducts Training Needs Analysis (TNA) for training content and assessments improvements. • Creates Up-training modules and assessments to help drive better performance. • Submits performance and training summary reports.

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  TeleTech Philippines

  • Cainta, Calabarzon, Philippines

  • Customer Service Representative

    • Apr 2018 - Jul 2018
    • Cainta, Calabarzon, Philippines

    • Manages inbound chat support for Hotel, Car, Travel Insurance and Airline reservations for webjet.com.au, webjest.co.nz and zuji.com.au• Attends to inbound chat in processing schedule changes, quotation on airline fares, escalation to home office and inquiries on reservations and e-tickets.

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  Classic Resorts Ltd.

  • Lahaina Shores Beach Resort - Lahaina, Hawaii 96761

  • Assitant Hotel Manager

    • May 2013 - Jan 2018
    • Lahaina Shores Beach Resort - Lahaina, Hawaii 96761

    • Implements full-scale operations management from financials through operations • Responsible for implementing proper financial controls including revenue-generation, marketing, cost management and asset valuation• Provides end-to-end employee management including training, performance evaluation and career growth • Consistently exceeded revenue goals by average of 16% annually.

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  Maui Outrigger Eldorado

  • Lahaina, HI 96761

  • Guest Services Executive

    • Feb 2011 - Jan 2018
    • Lahaina, HI 96761

    • Implemented overall guest traffic controls and service management responsibilities • Ensured timely execution of all expected responsibilities and handling procedures including arrival and exit times, room utilization and special service requests• Conducted performance audits and other various execution checks

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  Securitas Security Service USA, Inc.

  • Wailuku, Hawaii 96793

  • Field Supervisor (Asset Protection)

    • Apr 2009 - Aug 2013
    • Wailuku, Hawaii 96793

    • Handled business development roles through successful proposals, client meets and closing new project deals• Ensured full coverage for clients’ properties through effective management of security operations • Responsible for proper execution of standard protocols between clients and SUSA management for emergency situations • Managed overall accounting responsibilities including billing and general finance

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  Starwood Hotels & Resorts Worldwide, Inc.

  • United States
  • Hospitality
  • 700 & Above Employee

  • Business Controls Officer

    • Dec 2007 - Jun 2009

    • Primarily responsible for accuracy, verification and approval of all documents entered into the shared organizational system• Managed communications between Sales Executives and ground operations • Awarded Employee of the year

  • Service Express Supervisor

    • Oct 2006 - Dec 2007

    • Co-managed end-to-end operations as assistant to the Department Manager• Handled accounting and periodic planning and staff scheduling roles

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  Foot Locker, Inc.

  • Lahaina, Hawaii 96761

  • General Manager

    • Jun 1994 - Oct 2006
    • Lahaina, Hawaii 96761

    • Started in 1994 as seasonal stock agent and made my way up to General Manager in 2005.• Complete management of a 2.5 million dollar store • Consistently reached profitability indexes through proper forecasts, inventory controls, productivity management, leadership and employee development • Awarded Manager of the Year by reaching USD $ 1.5 M revenue in one year• Maintained a consistent 5-10% sales increases annually

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  Hawaii Air National Guard

  • Hickam Air Force Base, Hawaii 96818

  • Member Services

    • Jan 1999 - Dec 2004
    • Hickam Air Force Base, Hawaii 96818

    Skills include: Culinary skills, Lodging/Reservations, Fitness trainer, and Mortuary skills.