Client and Contract Manager
The Flowers House
Total years of experience :20 years, 10 Months
Work Description :
I am responsible for maintaining and developing the client-business relationships, making sure that our company is earning more revenue, by introducing the products and services to the clients - existing and prospective ones.
I also do contract analysis to make certain that we are not undervalued or overvalued as per application of cost and quality of the services we rendered.
I see to it that I always have a constant contact to our existing clients through emails or by calling them or visiting their site and offices, thus ensuring full satisfaction from the services we have rendered.
I do researched for prospective clients whereby setting and appointments to present the services our company could offer.
Analyze customer wants, needs, and behaviors through surveys, usability studies, in-person interviews, and other research in customer experience
Analyze delivery channels in the company’ - including websites, social media, call centers, publication centers, and reception areas (walk-in traffic and calls) - identifying deficiencies and working with managers to fix them
Identify services that are similar or related to your company’s services, and work with Client Relations & Customer Service Specialists and program managers to improve the efficiency and effectiveness of services.
Develop, present, and implement a strategy that keeps improving customer service, incorporating both company’ and cross-government objectives
Develop, present, and implement policies and procedures to make sure the company’s customers have a first-class experience when using the company’s services.
Inform company’ managers and staff about customer wants, needs, and behaviors; and work with company’ managers to streamline services and make them as easy for customers to use as possible, through the delivery channels customers prefer to use
Ensure company’ delivery channels are synchronized and compatible so that customers can move from one channel to another to complete their tasks, as they desire
Develop and implement ways for customers to interact with the company’ when they want to, through email, online customer support (e.g., real-time chats), phone, mail, and social media
Develop and implement methods to evaluate customer service, quantifying impact as much as possible. Report routinely to company’ managers and to company’ customers about achievements and improvements planned to address deficiencies
Ensure that information and services delivered in writing (on the web, through social media, publications), including scripts (real-time chats, call centers), is written in plain language
Train company’ staff who interact with customers on service techniques and monitor and learn from their experiences
Work with the company’s management to reach out to customers, both through technology and in person, to tell them about customer services and identify new and improved services they want.
Work with the company’s IT Administrator and the Sales/Procurement Manager to ensure that the interface to data is easy for customers to use and understand.
Work with Customer Service Specialists to identify, replicate, and publicize best practices in customer service
Administer client files and ensure that a customer management system is in place to ease the process of dealing with customer inquiries
1. BANK OF AMERICA (BA), Continuum Philippines, Inc. Nov 2011 - July 2014
Position Title (Level): TRAINER (BPO)
Established and defined the structure of the learning context, guides the learners or newly hired employees and provides a philosophical overview of training content, process and context and use a variety of training strategies/learning experiences. Facilitate group process, serve as a content resource person/ observe and track learning progress/ Incorporate and integrate the talent and resources of all the individuals in the group/ Elicit feedback and modulate training based on feedback and learning gained in training process.
2. SITEL PHILIPPINES Sep 2010 - Nov 2011
Position Title (Level): CUSTOMER SERVICE REPRESENTATIVE/TEAM MANAGER
Call Center / IT-Enabled Services / BPO
As a customer service representative I see to it that customers have been served with utmost care. I made sure that I answered the customers' concerns in one first call resolution with great satisfaction which resulted to continually use our "products" than having a new one. Since it's a financial account we mostly dealt with irate clients who happened to have concerns on their accounts. I helped the clients understand why their cheques were declined or why there were issues on their accounts. Then after two (2) months I was promoted to Team Manager and was trained to handle one team with 12 members. I do the supervision to maintain the performance of the team. Being available to affect the entirety of the team's operations. I do the "on the floor" activities- hands on directly to the agents "on the floor" especially the one that belongs to my team. I also managed by walking around and be visible to answer questions. I took calls that my agents can't handle and be available when an agent appears to need assistance. I monitored queue and tracked inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. I motivate and encourage agents through positive communication and feedback.
3. TELEPERFORMANCE PHILS. INC. March 2008 - 2010
Position Title: TECHNICAL/CUSTOMER REPRESENTATIVE /TEAM MANAGER
Call Center / IT-Enabled Services / BPO
As a customer service representative I was responsible in emphasizing the company's customers have been served with utmost care. As much as possible I make sure that I answered the customers' concerns in one first call resolution with great satisfaction which resulted to continually use our "products" than having a new one. Now that I am assigned in technical service, I do some simple or complex troubleshooting and have it resolved at once. I responded to customer inquiries on technical issues. Then after six months I was promoted to Team Manager and was trained to handle one team with 15 members. I do the supervision to maintain the performance of the team. Being available to affect the entirety of the team's operations. I do the "on the floor" activities- hands on directly to the agents "on the floor" especially the one that belongs to my team. I also managed by walking around and be visible to answer questions. I took calls that my agents can't handle and be available when an agent appears to need assistance. I monitored queue and tracked inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. I motivate and encourage agents through positive communication and feedback.
4. KABAYAN NEWSPAPER, DAVAO DEL SUR DIURNAL NEWSPAPER
DAVAO DEL SUR MANTALAN, Southern Mindanao
Inclusive dates: Aug 2007 -March 2008, Aug 2005 - Feb 2007 & Aug 2002 - Feb 2005
Position Title: EDITOR-IN-CHIEF/ PUBLISHER/EDITOR/COLUMNIST
Specialization: News and Marketing/ Editorial/ Industry
Advertising & Marketing & Promotion / PR
Seeks out editor/reporters to write articles/columns focusing on current issues or any developmental news around the area of responsibility.
•Also focus on the marketing side of the newspaper.
•Build linkages to public in general and to the press people as well.
-Sees to it the publication of the said newspaper is on time
-Prepares and Supervises the contents of the newspaper before its print outs
-Obtains biddings from various offices and assures the same have pertinent/complete supporting documents to authorize in acquiring/joining invitations to bids
-Be able to establish details on advertisers/subscribers for future verification and confirmation
-Accountable for acquiring bids/quotations/pricing from advertisers/subscribers with the assurance that competitive bids/quotations/pricing are gathered, quoted prices are of the acceptable standards.
-maintains records/updates advertisers/subscribers lists; maintains a systematic tracking and filing for easy retrieval and referencing of all related documents/records
-coordinates/interfaces with the marketing personnel, project in-charge staff regarding news articles/publications/notices; check records to update print outs and its accounts
-Ensures, by follow-ups, newspapers are delivered on time, as per schedule, to meet company's operational requirements, especially those publications/notices/ with biddings
6. LAND BANK OF THE PHILIPPINES Apr 1993- Dec 1997
Position Title: BOOKKEEPER III/TELLER
Specialization: Accounting/Marketing - Bookkeeping/Teller in Commercial Banking
Maintained financial records of the clients. I keep up with company's expenditures, income, payroll and tax requirements. I also prepared reports on financial, auditing, accounting and tax -- on a monthly and quarterly basis. As a bookkeeper I meet with department supervisors and other managers to discuss budget needs and inventory demands. As Teller- Receiving I was responsible for providing exceptional customer service including efficient and accurate transaction processing. I balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines. Also, I receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips, receive mortgage, loan, or public utility bill payments, verifying payment dates and amounts due. Resolve problems or discrepancies concerning customers' accounts. I explained, promote, or sell products or services such as travelers' checks, savings bonds, money orders, and cashier's checks, using computerized information about customers to tailor recommendations.
Bachelor of Science major in Accounting with Government Auditing & Computer Certificate/Professional License who has been working for more than 8 years in BPO (Business Process Outsourcing) Customer/Technical/Back Office & Helpdesk Support (FINANCIAL, SALES & MARKETING) . Ten (10) years in MEDIA- Print & Broadcasting as journalist/editor/ publisher/columnist/commentator. Also, 4 years in commercial bank as Teller/Bookkeeper.