Experience

• 

  Go2

  • United States
  • Technology, Information and Internet
  • 300 - 400 Employee

  • Engagement Manager Lead

    • Feb 2023 - Present

  • Engagement Manager

    • Nov 2021 - Feb 2023

• 

  TaskUs

  • Philippines

  • Retail Support Advisor

    • Dec 2020 - Nov 2021
    • Philippines

• 

  LBC Express, Inc.

  • Metro Manila

  • Delivery Manager

    • Jul 2017 - May 2020
    • Metro Manila

• 

  Bridge Southeast Asia

  • BGC

  • Head of Client Success

    • Jul 2016 - Jun 2017
    • BGC

    • Directly responsible for 4 employees: - 1 Learning Specialist - 1 Senior Account Manager - 2 Account Managers • Responsible for timekeeping, career development, weekly 1:1 coaching and conducting periodical performance reviews.• Lead implementation of an Incident Support and Management processes for Bridge• Developed Client on-boarding program for Account Managers* Developed Internal and Client (External) Product Training Programs* Lead implementation of a Knowledge Management system to house documented procedures for the Client Success team* Assist HR with developing request tracking system • Facilitates weekly team meetings, daily team huddles and weekly calls with Bridge partners

• 

  Globibo

  • Manila, Philippines

  • Service Delivery - Project Manager

    • Mar 2016 - May 2016
    • Manila, Philippines

    Responsible for coordinating language translation and interpretation projects for Globibo’s Service Service Delivery team. Ensuring translation projects are completed accurately and on time, meeting EN15038, ASTMF2575, CAN131.10 and/or ISO 17100 standards and client specifications. Other responsibilities include: • Performing price quotes and word counts for potential projects• Updating resource information in CRM (Customer Relationship Management) tool• Creating Purchase Orders and Invoices for projects and partners (linguists)• Converting file formats (for source and target files) • Customizing Interpreter/linguists CVs as per Globibo standards• Creating weekly productivity reports• Researching and implementing International Conference calling solution for Globibo (Special Project)

• 

  Enderun Colleges

  • McKinley Hill

  • ESL Instructor

    • Jan 2016 - Feb 2016
    • McKinley Hill

    Responsible for preparing English as a Second Language (ESL) students for an International Communication (TOEIC) exam by reviewing and testing their English comprehension skills (vocabulary, grammar, listening and reading skills) as well as tracking and evaluating their performance throughout the TOEIC review program. Additional duties include conducting one on one conversations with the ESL students for them to practice their English and communication skills as well as identify areas of opportunity for them to better their knowledge of the English language.

• 

  Safeway Philtech Inc.

  • Philippines
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Customer Service Support Manager

    • Nov 2010 - Jan 2016

    • Directly responsible for 4 employees in crucial IT support roles: - 1 Real Time Analyst - 2 Technical Trainers - 1 Service Transition Analyst • Responsible for payroll, timekeeping, career development, coaching and mentoring,conducting performance reviews, recruitment as well as disciplinary and administrativeduties for the Customer Service Support team in Manila • Handles documentation and updating of content in the knowledge base tool• Coordinates with other support groups within the Safeway organization to address feedback and validation of knowledge base content • Spearheaded implementation of new call monitoring tool Aspect Quality Manager (AQM) • Facilitates team meetings and weekly calls with Field Services Supervisors and IT Service Desk Leadership • Facilitated ITSM Incident Management classes for members of Safeway Philtech staff• Reviews and tests training material prior to deployment to IT Service Desk staff• Assists with other administrative tasks for the IT Service Desk staff such as supply and equipment requisitions.

  • Interim Service Desk Operations Manager

    • Nov 2009 - Nov 2010

    Responsible for staff scheduling, sourcing for new staff, addressing on-going disciplinary and performance issues, addressing high priority/critical issues, creation of a rewards and recognition program, administrative duties and local management deliverables.

  • Senior Quality Analyst

    • Jan 2009 - Nov 2009

    • Developed and implemented a quality monitoring program• Responsible for monitoring, evaluating and coaching approximately 70 representatives from sites in Manila and Phoenix• Established and hosted a bi-weekly calibration call as well as reporting and trending of the accumulated and individual scores of the representatives • Functioned as administrator to monitoring application eQuality Balance, granting access, controlling recording restrictions and addition/deletion of profiles along with basic configuration and troubleshooting duties

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  APAC Customer Services

  • Senior Trainer

    • Sep 2007 - Jun 2008

    • Sent as senior trainer/lead to the United States to train and represent publication programs from the cities of:- Raleigh (North Carolina)- San Luis Obispo (California)- Tacoma (Washington)- Olympia (Washington)- Anchorage (Alaska)• Handled a team of five trainers while maintaining submission of department deliverables, • Trained “Foundations the APAC way” and “Delighting the customer the APAC way” • Grammar training, leadership training, and a supervisor level role in the company

  • Trainer

    • Sep 2006 - Sep 2007

    • Responsible for training a Los Angeles based publication account and an online travel program. • Spearheaded launch of new publication programs which required me to be sent to the United States to train directly under each publication’s subscription and retention department in order to represent publication programs from the cities of Fresno, Modesto and Sacramento in California.

  • Corporate Quality Analyst

    • Jan 2006 - Sep 2006

    • Assigned to an online travel account, specifically for pre-booking of flights, hotels and car rentals• Responsible for performing daily call monitors, on-the-spot coaching and host calibration calls with Operations team and Account clients• Served as account Subject Matter Expert

  • Customer Service Representative

    • Feb 2005 - Jan 2006

    “S“ class agent in a Los Angeles (CA) based publication campaign exceeding 100% performance for a consecutive six months handling information, special requests, delivery and billing issues for subscribers as well as enlist brand new subscribers and address concerns from non-subscribers. Up-skilled to a subscriber care specialist to handle subscription retention

• 

  Rock Radio Cafe (106.3FM)

  • Casa Susana Building, Alabang

  • Radio DJ

    • Dec 2002 - May 2004
    • Casa Susana Building, Alabang

    • Tasked to handle a weekly biographic show featuring one specific artist per week entitled “Way More Than Music”, researching and discussing their history and biography while going through all their albums in chronological order including all side and project bands• Performed duties of Radio DJ, Event Organizer, Stage Hand and Aid to performing artists• Provided training a support for new DJs• Assisted in filling in broadcasting time for weekend request time slots