Edison Velasco - Customer Experience Manager, Averda

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Work Background

AverdaCustomer Experience Manager / CRM Manager

Apr. 2022Dubai, United Arab Emirates• Oversees Global Customer Experience (CX) teams in UAE, Qatar, Oman, KSA, and South Africa, driving continuous improvement initiatives and delivering exceptional customer experiences. • Drives strategies mapping customer journeys, enhancing interactions, and optimizing processes for Averda's superior customer experience through cross-functional collaboration and extensive on-ground expertise. • Manages all aspects of CRM (Salesforce) usage, development, and processes company-wide, serving as the liaison between business users, developers, and stakeholders for effective implementation and optimization.

AverdaBusiness Support Manager

Dec. 2020 - Apr. 2022Dubai, United Arab Emirates• Spearheaded resource planning, coached local teams, and ensured adherence to global standards within the Global Delivery Service Centre supporting GCC teams and South Africa. • Led the Salesforce implementation across multiple entities, conducted audits, established reports, and supported month-end invoicing for private sector teams, enhancing process efficiency and accuracy. Key Achievements: • Developed Salesforce reports and dashboards for the Operations Team, enabling the identification of underperforming routes and drivers, leading to enhanced operational efficiency and cost savings. • Directed and optimized the billing process across all Averda entities, guaranteeing precise and punctual invoice processing. • Spearheaded lead-to-cash Salesforce implementation across diverse projects in Oman and South Africa, overseeing training and optimizing operational workflows.

AverdaLocal Delivery Service Centre Manager

Dec. 2019 - Nov. 2020Dubai, United Arab Emirates• Headed and managed the newly formed Local Delivery Service Team in Dubai and Sharjah in UAE, overseeing call, email and complaints management, customer experience, dispatch, and stock management for business and government projects. • Optimized team talent, set performance indicators, measured agent performance, managed lead-to-cash process, and oversaw fleet allocation to ensure service delivery requirements are met. Key Achievements: • Successfully merged customer service and operations teams via cross-functional training and SOP development, fostering seamless collaboration amid the challenges posed by the COVID pandemic. • Implemented a route density dashboard, utilized by CX and operations teams to manage booking requests, ensuring optimized operational efficiency. • Introduced an automated customer notification process for unsuccessful services, aiming to enhance transparency, reduce disputes, and complaints, and ultimately improve the customer experience.

AverdaCustomer Experience Lead

Jan. 2018 - Nov. 2019Dubai, United Arab Emirates• Led the UAE Customer Centre Department, managing teams and spearheading development and implementing process improvements. Key Achievements: • Implemented Help Scout (a cloud-based email ticketing system), enhancing reporting, analysis, agent efficiency, and overall customer experience. • Spearheaded the creation of automated monthly waste reports for customers, saving the company 40 man-hours per month. • Played a pivotal role in the implementation team for a new lead-to-cash process across GCC, utilizing CRM systems and various technology integrations.

AverdaCustomer Experience Officer

Nov. 2015 - Dec. 2017Dubai, United Arab Emirates• Managed a distributed team of customer service executives across UAE offices (Dubai, Abu Dhabi, Sharjah), overseeing daily operations and performance evaluation against established metrics. • Implemented new systems metrics, processes, and continuous improvement strategies to enhance center efficiency, ensuring compliance with call center regulations and service standards. Key Achievements: • Initiated the documentation of SOPs for the team, enhancing operational efficiency and clarity in processes. • Spearheaded the implementation of Customer Centre KPI and Scorecard, enabling precise team performance identification, facilitating targeted improvements, and acknowledging high performers' success. • Played a pivotal role in implementing systems across UAE, Qatar, and Oman, ensuring seamless adoption and functionality.

AverdaCustomer Experience Executive

Sep. 2014 - Nov. 2015Dubai, United Arab Emirates

UpworkIndependent Contractor

Feb. 2009 - Aug. 2014Philippines• Worked as an independent contractor with various medium-sized enterprises, including contracts with notable companies such as Google and Unilever.