Experience

Azura Fashion Group
• Australia
• Retail
• 1 - 100 Employee
• Email Support

  • May 2020 - Present


Stores Specialists, Inc.

• Philippines
• Accounting
• 1 - 100 Employee

• Senior Contact Center Officer

  • May 2019 - Jan 2020

  SSI Group is the leading specialty retailer in the Philippines. What was initially brick and mortar stores has also established an online presence to adapt with the changes in the retail landscape. This is a big change and my role as a Senior Contact Center Officer is to help the company transition from a traditional setup into a more digital and innovative marketplace. Aside from the previously mentioned tasks, my responsibilities also includeDigital Transformation-Establish an Omnichannel system-Facilitate training activities for the company employees-Customer Relationship Management-Interdepartmental Relations-Meeting with the key players in the industry Show less

• Contact Center Officer

  • Sep 2016 - May 2019

  SSI Group is the leading specialty retailer in the Philippines. The company was initially limited to brick and mortar stores but has also opened an online platform. My role as the Contact Center Officer is to help the company successfully adapt to this change. Here is a summary of my tasks.Establish a Contact Center-Hire and manage a team of customer service representatives-Acquire systems and tools to be used to support our role-Create KPIs, targets and a Scorecard system-Develop a Contact Center ManualTraining and Development-Monitor the team’s individual performance-Conducting quality assurance checks to ensure compliance-Regular coaching sessions-Ensure processes are customer-centric-Conduct trainings on updatesReports Analysis-Centralize data and customer input-Monitor trends on customer behavior and concerns-Submit regular reports to internal clients-Highlight successes and pain points-Monitor the performance of other departments-Include inputs on process improvementEngagement-Handle escalated cases-Coordinate with management and other departments on updates-Ensure all departments and brands are keeping customers top of mind Show less



TSA Group - Australia

• Australia
• Outsourcing/Offshoring
• 700 & Above Employee

• Customer Experience and Support Manager

  • Dec 2014 - Apr 2016

  We have 3 major role as a Customer Experience as Support Manager (CESM) / Team Leader.Team Management and Development-Ensure that the team is performing at their maximum potential by providing motivation-Drive the team to help meet their target / KPIs: productivity quality and attendance-Formulate performance improvement plans that will help our workforce meet the set target/KPIs, monitor and analyze data to determine effectiveness and take further actions as necessary.-Monitor their progress by providing one on one coaching, floor walks, huddles, trainings, etc-Handle all concerns of the team and provide effective solutions-Develop future leaders within the teamBusiness and Queue Management-Provide ideas and strategies to help meet business goals-Forecasting and data analyzation based on numbers and statistics to be proactive-Send reports to the business to ensure they are updated of our current status-Handle important clients and ensure their needs/queries are met-Schedule, prepare and attend important meetings-Take over projects and ensure it's success with constant monitoring and hands-on careAdministrative Task (HR / Payroll / Recruitment)-Provide disciplinary actions such as verbal warnings, written warnings, suspensions and termination depending on the gravity and/or frequency of violations (performance concerns, behavioural issues, policy violations)-Uphold HR and company policies to all employees thru strict monitoring and by conducting meetings to ensure awareness-Maintaining of important files / documents-Resolve payroll disputes-Monitor timekeeping of employees-Handle Leave concerns and determine it's validity and importance such as VL requests, scheduled and unscheduled leaves (SL), emergency leaves, medical leaves, NCNS, AWOL, RTWO, etc.-Conduct interviews of applicants to determine their qualifications for a position Show less

• Customer Experience and Support Coach

  • Jun 2014 - Dec 2014

  As a Customer Experience and Support Coach (CESC), we handle quality control and development of our employees by:-auditing sales they've processed-conducting one on one coaching regarding errors encountered-provide training to ensure speed to competency-process updates to ensure our employees product knowledge is accurate-Official SME and do floor walks to provide direct and immediate assistanceDuring my employment as a Coach, I've also been named as a Training Associate during the ramping of the company. I was able to handle two training classes where I discussed the following items to ensure the trainees will be ready before I endorse them to the production floor.-company and HR policies-indepth product knowledge-process demonstration then hands on processing by trainees-provide coaching and feedback Show less

• Order Management Officer

  • Oct 2012 - Jun 2014

  Order Management Officer is a back office job.We process customer's orders into our system.I am also tasked to be a QA for our sales team and audit the calls made to our customers. We determine if they were able to provide the utmost customer care, check their product knowledge and see if they were able to meet the standards set by the company. We send constructive feedback to help the sales team improve their performance and ensure customer satisfaction.



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Customer Service Representative

  • Jan 2011 - Sep 2012

  Inbound Customer Service, American account. Responsibilities are: - Book hotel reservations - Answer inquiries (ie amenities, tourist spots, restaurants etc) Inbound Customer Service, American account. Responsibilities are: - Book hotel reservations - Answer inquiries (ie amenities, tourist spots, restaurants etc)