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Network Power<100 people
Roles
💸40%
Marketing
✨40%
Business Owner
💬40%
Customer Service
Geos
🇵🇭20%
Philippines
🇺🇸10%
United States
🇦🇺5%
Australia
Work Background
Sun LifeSr. Manager & Financial Advisor
Mar. 2013PhilippinesI am a Registered Financial Planner (RFP Phil.) and a licensed Mutual Fund Advisor - CIS (SEC). With over a decade of experience, I have built a robust portfolio and managed mutual fund investments and insurance plans for over 1,200 individual and corporate clients, ranging from mid to ultra-high-net-worth (HNW), with assets under management (AUM) totaling approximately ₱50 million. My role emphasizes building strong client relationships and providing sound investment advice. As a Senior Manager, I lead a team of 100 licensed professionals and newly licensed advisors, ensuring we achieve our targets both individually and as an agency force. I am accountable for our KPIs, training needs, rookie onboarding initiatives, and other branch-related concerns.
FoundeverDirector, Global Account Management
Nov. 2010 - Mar. 2014Quezon City, National Capital Region, PhilippinesFormerly Sitel Philippines I am responsible for the P&L, revenue growth, margins, and EBITDA of the regions under my leadership. I oversee global tech support operations, encompassing hardware, software, customer service, cable, and communications support. Our team of over 7,000 agents worldwide provides support to a diverse range of clients. I was privileged to lead a 'Tiger Team' tasked with supporting accounts struggling to meet KPIs globally. Working alongside three talented colleagues from the UK, Mexico, and Colombia, we turned red scorecards to green and successfully grew these accounts, bringing more jobs to the supporting countries.
ConcentrixBusiness Development and Client Manager
May. 2009 - Oct. 2010Muntinlupa City, National Capital Region, PhilippinesFormerly Stream Global Services I am accountable for the client relationship, internal P&L, scorecards, and business growth (new business and organic). I oversee the global tech support operations, including desktop and laptop computers, including wireless support. Our team, consisting of over 4,000 agents, supports our APAC and EMEA clients.
ConcentrixService Delivery Manager & Business Finance Analyst
Jan. 2007 - May. 2009Muntinlupa City, National Capital Region, PhilippinesFormerly eTelecare Global Solutions I am responsible in the overall financial management supporting various clients in tech support, customer service, and high-end gaming PC. On top of this task, as a business and financial analyst, I am accountable for the client relationship, financial forecasting, FP&A, and client invoicing of our global tech support account amounting to P60M worth of annual invoices.
ConcentrixShift Manager
Aug. 2006 - Dec. 2006Makati, National Capital Region, PhilippinesFormerly eTelecare Global Solutions As a Shift Manager, I am responsible for overseeing 100+ voice, email, and chat agents, as well as 10-15 team leaders, supporting a tech support account with clients from North America and the APAC region. I ensure that we consistently meet client KPIs and scorecards. My primary responsibilities include coaching, mentoring, and training, along with workforce management, scheduling, and onboarding new agents.
ConcentrixSenior Team Leader
Jul. 2006 - Aug. 2006Makati, National Capital Region, PhilippinesFormerly eTelecare Global Solutions As a Senior Team Leader, I oversee, coach, mentor, and train 25-30 voice and email agents who support our tech support account for clients in the desktop and laptop segments from North America and make sure we achieve our targets together.
ConcentrixTeam Leader
Jan. 2005 - Jul. 2006Formerly eTelecare Global Solutions
As a team leader, I oversee, coach, and train 15 voice agents supporting our tech support account for clients in the North American desktop segment. I ensure we meet our scorecards in resolution rate, CSAT, and AHT.
ConcentrixSME (Subject Matter Expert) / L2 (Level 2 Technical Support – 2nd Tier)
Jan. 2004 - Dec. 2004Formerly eTelecare Global Solutions
My primary responsibility is to support our L1 agents in troubleshooting and handling complex tech support calls, emails, and chats. I oversee 50 agents and 2 teams, focusing on the desktop and laptop segments. I ensure we meet our scorecards in resolution rate, CSAT, and AHT.
ConcentrixTechnical Support Representative
Jan. 2003 - Dec. 2003Formerly eTelecare Global Solutions
As a tech support agent/representative, I handle technical support and customer care voice calls, ensuring my scorecards consistently stay green. I exceed the 80% minimum resolution requirement and achieve customer satisfaction scores beyond expectations.
Asian Formula 3MIS
Jan. 2002 - Jan. 2003Makati, National Capital Region, PhilippinesI am responsible for overseeing the organization's entire IT system, including MIS functions and network setup. I lead day-to-day IT support operations, ensuring seamless performance up to and during race day.
Linking Verb, Inc.MIS
Jan. 2001 - Dec. 2001Pasay, National Capital Region, PhilippinesPart-time student Accountable for the office network, I ensure all systems operate efficiently and seamlessly, eliminating any disruptions to the employees' daily activities.
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