Marketing Manager
Al Islami Foods
Total years of experience :23 years, 0 Months
Development of marketing strategies and assessing opportunities on all platforms - traditional ( Campaigns, PR, Strategic Alliances, Events, Sponsorships etc ) and digital ( Social media, Ecommerce ).
Conceptualize and execute marketing and public relations efforts to the brand by creating strategies to take advantage of existing and predictive market opportunities.
Manage internal and external marketing partners such as advertising agencies, digital marketing firms and production companies in advertising, promotions, internal publications, marketing and social media outreach.
Develop an innovative marketing strategy to build the company’s image by increasing awareness and understanding of the company’s product offerings across various traditional and social media platforms.
Call Center Management
• Manages the daily operations of the contact centre; experienced managing a total workforce of 498 agents + 100 supervisors ( composed of 4 Operations Supervisors, 4 Quality Supervisors, 4 Trainers, 13 Team Leaders, 25 Coaches and 50 Quality Officers)
• Manages the center's performance on Customer Inquiry/ Problem Resolution, Email and Phone Customer Satisfaction, Call and Email processing time and Customer-Agent Interaction, Call Quality, Service Levels and Attendance.
• Provides bi-weekly coaching sessions to Supervisors, Team Leaders and Coaches to monitor the performance of their respective teams;
• Train agents and management on D.I.E.T. ( Diction Intonation and Enunciation Training) in English, Business Management, Product Information and Updates, Customer Service and Quality Management
• Collates information and updates and transform it to relevant training modules and formulates training methods and processes and implements it on targeted levels in the organization
• Creates documents, Policies, SOPs and Training modules to improve over-all business viability ( Product updates, Filing Leaves, Monitoring System Issues, Call-in Policy, Pay Disputes, Attendance Tracking and Workforce Monitoring etc.)
Australian Diploma in Business Management, Cambridge College International
Bachelor of Arts in Economics, University of the Philippines