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Work Background
411 Business Solutions - Cebu, PHDirector Operational Excellence
May. 2022Remote- Skyrocketed customer retention by 38% through the implementation of Customer Success University, substantially increasing recurring revenue and solidifying long-term growth.
- Championed 22 cross-functional initiatives resulting in a staggering 25% reduction in operational costs, significantly boosting profitability and resource allocation.
- Elevated interdepartmental collaboration by a remarkable 50%, as measured by employee engagement surveys, fostering seamless communication and operational efficiency.
- Successfully delivered 18 key projects with meticulous adherence to budget and timeline constraints, achieving a 35% improvement in key performance indicators (KPIs) encompassing customer satisfaction, employee productivity, and overall business performance.
411 Business Solutions - Cebu, PHManager, CX Lab & Continuous Improvement
Oct. 2021 - May. 2022Cebu, Central Visayas, Philippines- Catapulted customer satisfaction scores by 22% through the development and implementation of 10 cutting-edge, customer-centric initiatives meticulously tested and refined within the CX Lab.
- Identified and implemented 18 process improvements, leading to a dramatic 30% reduction in customer wait times and a 15% increase in first contact resolution, significantly enhancing the customer experience.
- Slashed project completion timelines by 25% through visionary team leadership and agile project management strategies, accelerating the pace of innovation and demonstrably optimizing resource utilization.
411 Business Solutions - Cebu, PHContinuous Improvement Manager
Aug. 2010 - May. 2022Cebu, Central Visayas, Philippines- Revolutionized customer retention, achieving a 45% reduction in churn rate through the creation and leadership of a high-performing Retention Team, dramatically increasing customer lifetime value and securing long-term revenue streams.
- Spearheaded a 40% improvement in collections efficiency, leading to a 25% reduction in outstanding receivables and fortifying the company's financial health and stability.
- Implemented 7 comprehensive quality management systems, guaranteeing compliance with 5 industry standards and regulations, and establishing a robust foundation for sustainable growth and market leadership. Kindly also have a look at my additional experience:
Various Roles, 411 Business Solutions - Cebu, PH Retention Manager, AT&T Staff Sergeant, United States Air Force
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