Experience

Dojo

• Philippines
• Staffing and Recruiting
• 1 - 100 Employee

• Team Lead

  • Jul 2022 - Present

  - Oversees the day-to-day operations and progress of the Dojo team and delegating tasks and responsibilities to the team with clear expectations. - Determine any work roadblocks and recommend effective solutions. - Schedules and lead team or inter-division meetings. - Reports metrics and progress to Division Head on a regular basis. - Listens and addresses team concerns, escalating to Division Head as appropriate. - Addresses any conflicts that may arise within the team or with… Show more - Oversees the day-to-day operations and progress of the Dojo team and delegating tasks and responsibilities to the team with clear expectations. - Determine any work roadblocks and recommend effective solutions. - Schedules and lead team or inter-division meetings. - Reports metrics and progress to Division Head on a regular basis. - Listens and addresses team concerns, escalating to Division Head as appropriate. - Addresses any conflicts that may arise within the team or with other divisions/groups, escalating to Division Head as appropriate. - Monitors each team member’s performance and recommend training or mentoring, as needed. - Conducts performance evaluations following P&C’s process and cadence. - Recommends and organizes any project initiatives that will contribute to the division’s growth.

• Senior Digital Strategist

  • Aug 2015 - Jul 2022

  Metro Manila, National Capital Region, Philippines



August 99

• Philippines
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Senior Digital Strategist

  • Aug 2015 - Jul 2022

  Responsibilities: — Identify and develop new business opportunities for the company. Provide in-depth consultations for clients while leading them to solutions. Conceptualise and implement selling strategies for new products and services.



The Design People

• United States
• Design
• 1 - 100 Employee

• Subject Matter Expert

  • Dec 2013 - May 2015

  Responsibilities: — Responsible for creating new entries for the knowledge database. — Provides instructions and solutions to technical related queries for the website consultants. — Keeps the team up-to-date with relevant news concerning websites and technology. Achievements: — Created the knowledge database used by the website consultants and project managers.

• Website Consultant

  • Jul 2010 - Dec 2013

  Responsibilities: — Answered calls and responded to emails from clients needing assistance with the websites and email accounts. — Performed on the spot troubleshooting and website updates. — Created tickets for the programmers regarding any client requests that require coding. Achievements: — Above average cases closed per month and highest case worth per month. — The most number of surveys received (twice as the other consultants) in general. — Highest average… Show more Responsibilities: — Answered calls and responded to emails from clients needing assistance with the websites and email accounts. — Performed on the spot troubleshooting and website updates. — Created tickets for the programmers regarding any client requests that require coding. Achievements: — Above average cases closed per month and highest case worth per month. — The most number of surveys received (twice as the other consultants) in general. — Highest average survey score every month, with excellent feedbacks from clients.



24/7 Customer Philippines Inc.

• Customer Service Representative

  • May 2009 - Jul 2010

  Responsibilities: — Answered inbound calls to provide basic account information and troubleshooting guidelines



Convergys

• Senior Customer Care Specialist

  • Jun 2006 - Jan 2009

  Philippines Responsibilities: — Designed, created and updated the knowledge database as a troubleshooting tool and product reference for fellow specialists. — Answered inbound calls to provide basic account information, email troubleshooting and walk throughs and answer general product queries. Achievements: — Consistent positive surveys for handled calls. — Created 3 knowledge databases for the Support, Account Verifications and Billing departments.