Senior Manager
The Nielsen Company
Total years of experience :23 years, 3 Months
• Leads the RMS data collection organization for Philippines - in terms of
- Managing data collection needs for different product lines namely, the Retail Audit, Sales Effectiveness and the Rolling Retail Establishment Survey
- Ensuring data quality & cycle time in conformance with standards
• Understanding the client needs on data collection and drive teams to ensure we meet the requirements
• Drive quality processes in conformance to standards
• Continuously improve processes to improve quality and timeliness of deliveries
• Provide status reports & KPIs
• Identify / anticipate defects and inefficiencies and formulate corrective / improvement actions
• Working on innovative ideas on achieving better quality and costs
• Work collaboratively with multiple stakeholders to manage expectations
SUPERVISOR SALES SUPPORT MANAGEMENT
February 2009 - August 2013
Company: Hewlett-Packard Philippines Corporation
Address: 4th Floor Three World Square Building, Upper McKinley Road
McKinley Hill Cyberpark, Taguig City
DUTIES and RESPONSIBILITIES: • Supervises moderately-sized teams and manages significant day-to-day tactical duties.
• Responsible for hiring, setting and monitoring of annual performance plans, coaching, and development; ensures that the proper tools are in place to support the team and the processes.
• Manages order management process by supporting the day-to-day tactical actions (i.e., processing of orders, credits and returns) and refining current processes.
• Partners with other departments and support groups (e.g., field sales, credit and collections) to resolve escalated order management issues for all product lines using specialized subject matter knowledge.
• Resolves escalated customer issues (e.g., distribution, pricing) and internal issues (e.g., product builds) of the highest complexity.
• Supports solutions that impact other departments.
• Manages post-sales order transaction (e.g. order entry, returns, credits), reporting of customer issues, including resolution of basic issues.
• Coordinates with other departments and support groups (e.g. internal sales, audit, operational support, delivery) to resolve issues.
• Owns resolution of order issues and reaches out to supply chain or factory to determine source of delay.
• Communicates status and assist external-facing customer service representatives in resolution of escalated issues.
• Attends and hosts conferences, monthly backlog reviews, and monthly Com-stock reviews.
• Analyses revenue of the month.
CUSTOMER SERVICE REPRESENTATIVE - Second Level Support
April 2005 - Feb 2009
Company: Sykes Asia Inc.
Address: 22nd Floor Robinson Summit Center Ayala Avenue Makati City
DUTIES and RESPONSIBILITIES: • Provides second level support for phone related concerns.
• Provides latest updates for the team.
• Handling backend processes such as documentation and callbacks.
• Assisting Team Leader on other team members coaching ad training.
• Assisting the training team for new hire trainings and provides real-time support trainees regarding subject matters that are discussed.
AWARDS and ACCOMPLISHMENT: • Top Customer Representative (Second Level Support) for the month of September (2005)
• Adhered and surpassed metrics set by the company.
CUSTOMER SERVICE REPRESENTATIVE
March 2001 -April 2005
Company: Sykes Asia Inc.
Address: 17th Floor Robinson Summit Center Ayala Avenue Makati City
DUTIES and RESPONSIBILITIES: • Answer billing related concern of customers.
• Provides support on email-related abuse that our client serves.
• Providing administrative services and tasks for the team like summary of statistics, quality scores statistics compilations and metrics by the team.
• Support teammate on those issues that needs to be escalated.
• Handling escalated issue concerning customer's inquiries.
AWARDS and ACCOMPLISHMENT: • Stack Ranking Incentive Program Award (2004)
• Adhered to metrics set by the client.
• Increased score on quality and accuracy by continue reading of updates on a daily basis.
FRONTDESK OFFICER
January 2001- March 2001
Company: Sykes Asia Inc.
Address: 4th Floor SMPC Bldg. St. Francis Ave., Ortigas Center, Pasig City
DUTIES and RESPONSIBILITIES: • Receiving calls for customers seeking additional information about the company. Part of this is entertaining calls for job application status, giving direction on where the office is located and helping client route their call to the appropriate person or team.
• Scheduling of shipment of peripherals with cargo companies like UPS and DHL.
• Providing administrative and clerical services for the company.
• Assisting employees on locating particular person in the office.
• Arrangement of schedules of training and conference rooms as needed.
• Sorting and routing of mails for the company.
• Monitors and report the flow of applicant who is scheduled for testing or interviews with the Human Resources Department.
UNIVERSITY OF THE PHILIPPINES (1996-2000) Clark field, Pampanga, Philippines Degree Earned: Bachelor of Arts in Economics
SIENA COLLEGE (1992-1996) High School
DOMINICAN SCHOOL (1985-1992)