Renelyn Tabuena - Sr. Manager, NA

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Work Background

FreelanceCustomer expert and advocate

Sep. 2024

JobStreet.com Philippines IncSr. Customer Care Manager

Mar. 2012 - Aug. 2024Manila, PhilippinesDriver of Customer Care strategies that makes JobStreet.com Philippines the leading service provider in its industry and across JobStreet.com offices in Asia. Milestones:  Grew on platform usage (SiVA Recruitment Center) by 84% (out of an estimated 6k active customers monthly) in 2 years, the highest across JobStreet.com offices in Asia  Successfully transitioned JobStreet.com customers to an innovated recruitment platform (about 7k unique customers)  Headed the launch of webinars and a series of integrated recruitment modules, the first in the HR IT industry in the Philippines and across JobStreet.com offices in Asia (Training 40% of our active customers responsible for more than 50% of our job advertisements)  Championed several migration and product launch projects (Normal Trunkline System to PABX, PABX to CTI, SiVA 10 to SiVA 11, SiVA 11 to SiVA RC, JobStreet.com Internship Postings, JobStreet.com Company Reviews which has generated about 40k reviews etc.) *  JobStreet.com Philippines NPS has been increasing month on month since launch in June 2018. The highest NPS amongst all other job board institution of SeekAsia (+30 above) Responsibilities:  Provide Strategy and Direction to Country Customer Service. Design a line of services for customers relevant to their current needs and aligned with direction of the country  Champion the customer. Ensure that Customer is King during collaborations and high level discussions. Influence Sales, Marketing and Product to support programs for service improvements  High performing Customer Care (CC) Team. Drive performance, efficiency and effectiveness of services of the CC team.  Cost reduction. To lower cost of service while maintaining high customer NPS. Effectively manage the annual team budget  Process re-engineering. Create or re-engineer processes that make it easy for internal and external customers to engage.  Increase or maintain NPS

JobStreet.comCustomer care and Business Process Manager

Mar. 2011 - Nov. 2012Mandaluyong city, philippinesLed and implemented JobStreet.com Philippines process improvements for efficiency  Provided significant support for sales, company target setting forecasting and monitoring reports (freeing up more than 48 man hours from sales managers and supervisors monthly)  Streamlined customized sales package creation by almost 50% (from more than 1700 packages created to lower than 800 packages during its first year of implementation)  Headed 2-3 annual audits for sales, customer care and marketing in coordination with regional partners

JobStreet.comCustomer Care/Experience Manager

Mar. 2007 - Mar. 2011Mandaluyong CityEnsure high customer satisfaction and head operation for JobStreet.com Customer Care team  Achieved the highest satisfaction score in 5 years after 2 years of being in the company and maintained it thereafter (>= 90%)  Certified Customer Excellence Trainer by JG Summit

118118 The NumberHead of PH UK Quality Department

Jan. 2005 - Dec. 2007RCBC Plaza, Makati CityLed the first ever quality department ramp up (2x) in the Philippines and launch of the quality call monitoring using the call recording process  Consistently provided operations with more than 3000 monitored calls weekly which led to PH leading in quality scores vs. other centers

INFONXXPH UK Team Manager

Jan. 2003 - Jan. 2005RCBC Plaza , Makati CityProvide guidance and assistance to a Team Manager and a group of Customer Service Representatives to achieve operational excellence  The team was almost consistently in the morning shift (only high performing teams are given this option)  Lead and appointed first trainer for Philippines 411 Direction calls  Led the launch of US 411 Direction calls routed to the Philippines

INFONXXAssistant Team Manager

May. 2002 - Dec. 2003

INFONXXLead CSR

May. 2002 - Nov. 2002RCBC Plaa, Makati CityProvide guidance and assistance to a Team Manager and a group of Customer Service Representatives to achieve operational excellence  The team was almost consistently in the morning shift (only high performing teams are given this option)  Lead and appointed first trainer for Philippines 411 Direction calls  Led the launch of US 411 Direction calls routed to the Philippines

INFONXXCSR

Mar. 2002 - May. 2002RCBC Plaza, Makati CityProvide directory assistance and other information to 411 calls from US customers  Appointed one of the first top 10 elite CSRs to take in monitored calls by clients (Sprint, Verizon, etc.) and top management of Infonxx in the US

AB Leasing and Finance CorporationAccount Assistant

Feb. 1999 - Jan. 2002