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Work Background
Clover Digital NationClover Envoy (Philippines)
May. 2021 - Aug. 2021Manila, National Capital Region, PhilippinesClover Country is not a company or a business entity. It has no shareholders, no investors and no management teams. Clover comes in the form of a social movement that aims to literally transform people's lives through technology, blockchain and AI innovations. Clover Country is a social ecosystem, a virtual country with no borders and a digital nation; open and accessible to all people of the world. The entire governance of Clover Country will be decided by Clover citizens via a system of equitable voting rights on blockchain.
Solid Waste Care Inc.Business Development Consultant
Feb. 2020 - Dec. 2023National Capital Region, PhilippinesImportation of heavy equipment from Japan to the Philippines for effective and zero environment impact of solid waste.
PHX CommunicationsTeam Consultant
Dec. 2019Los Baños, Calabarzon, Philippines
Algorhythm Call CenterBusiness Manager-Consultant
Aug. 2019 - Jan. 2020Laguna, PhilippinesBusiness process outsourcing and contact center operations.
SPENN TechnologyCustomer Service Team Lead
Jul. 2017Philippines
Blockbonds ASConsultant
Jul. 2017NCR - National Capital Region, PhilippinesBusiness Development for Customer Service start-up operations. Applications development, integration, and optimization. Process engineering and improvement. Company manuals and handbooks author/documentation. Recruitment, training, and quality control.
FISAssistant Manager - Call Center Operations
Jan. 2010 - May. 2017Makati, PhilippinesMigrated 1st onshored US Healthcare account for FIS Philippines. Hired, trained, and led frontliners to form leadership team and their frontline teams. Migrated advanced and additional processes for flagship account. Supervised operations of US Financial Cards and Telecommunications call center operations performance. Primary focus on service level agreements, attrition/retention, NPS, FCR, NCP, CSAT, Quality, Occupancy, Utilization, Schedule Adherence and Attendance. Led and handled up to 100+ CSRs as direct reports and up to 5 Team Coaches/ Assistant Team Leaders
24/7 CustomerTeam Leader
Apr. 2009 - Sep. 2009Led, managed, and trained 12 CSRs for a Telco unit. Supervised daily call center operations.
DellShift Manager
Oct. 2006 - Apr. 2009Manila, PhilippinesPioneered and migrated 5 processes for customer service and technical support to onshore facilities in Mall of Asia, Pasay City. Managed call center projects to improve employee productivity and employee morale of inter departments beyond operations. Led up to 5 teams/Team Leaders indirectly with a primary focus on CSAT and SLAs. Identified training needs analysis for site performance improvements.
DTSIBusiness Development Supervisor
Feb. 2006 - Oct. 2006Started inside sales for the company in Arizona, USA. One in a team of 4, I led frontline marketing, sales, appointment setting, and customer/client services.
InfoNXX PhilippinesTeam Manager
Feb. 2002 - Feb. 2006Makati, National Capital Region, PhilippinesTeam member of the first four batches of employees for US operations. Promoted to the 2nd wave of frontline team managers. Led a team of 20-25 customer service reps. Participated in the migration of UK operations as a pioneer team lead. Led up to 50 customer service reps and 5 subject matter experts or lead csrs. Interviewed internal and external job applicants. Trained team members for upskilling amd new market training.
EasyCall Communications PhilippinesSales Staff Manager
Jan. 2001 - Dec. 2002Mandaluyong, National Capital Region, PhilippinesLed inbound and outbound telesales and telemarketing team of 20 team members for time sharing investment products. Properties included US and UK hotels and resorts. Regularly exceeded goals and quotas.
UCMIOutbound Telemarketer
Jan. 1998 - Dec. 2001Manila, National Capital Region, PhilippinesLead generation, telemarketing, and telesales.
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