Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Network Power<100 people
Roles
💰100%
Investor & VC
💸100%
Marketing
✔️100%
IT
Geos
🇺🇸100%
United States
Work Background
QUOINEHead of Customer Service
Feb. 2018Manila, PhilippinesQuoine is cryptocurrency exchange, we facilitate transactions for our clients, allowing them to deposit, trade, grow and withdraw their assets I manage a large group of Customer Champions across 2 sites, Ho Chi Minh City in Vietnam and Manila in The Philippines. My role as Head of Customer Support is to push industry leading results in our Customer Service metrics. I drove the growth of the team from 12 agents at start up to 100 agents between both sites. Our team handle customer queries via email, telegram, chat, social media and conduct outbound calls as part of our stringent verification process. As a truly global operation we cater for clients from all continents and operate on a 24/7 schedule. During my ongoing tenure with Quoine I not only learned the industry, our systems and the continuous changes within that I enhanced our processes then trained and developed those around me to help us all reach our goals, I see myself primarily as a leader who trusts, trains and develops those around me so that we set and achieve groundbreaking results My role means that I interact with all facets of the business and play a supporting role with other team’s achievements, in particular the Compliance Team, the Marketing Team, the Operations Team, our People and Culture Team and our developers Technical solutions used - Intercom and Zendesk - communications tools Comply Advantage - AML tool AU10TIX and SumSub - KYC verification tools Slack, Zoom, Google NPS solutions Over the past 2 years with the industry slowing due to the pandemic we have reduced in team size but are still pushing ourselves to deliver top tier results, I have also taken on tasks from Marketing, Operations and People and Culture
SHORE Solutions Inc.Regional Director of Operations
Nov. 2014 - Jul. 2016Bonifacio Global City, Manila, PhilippinesMarch 2015 – July 2016 Operations Director for Australia and North American Accounts Shore Solutions/Acquire BPO – Manila Philippines • Asia Pacific and North American Leader • 24/7 campaign management • Multiple site Management • 13 Clients with 20+ Lines of Business over multiple sites • Performance Analysis and setting clear goals and objectives • Driving Client KPIs • Promoting Growth and Success • Maximising Company Profitability and Success PEOPLE. PROCESS. PERFORMANCE Total headcount: 800+ but across multiple sites, regions and over 20 different Business lines Direct Reports: 8 Key Successes: Added Sales component to a Technical Support team • Generating $50K USD per month for Support.com when they hadnt don’t sales before – Support.com was a US Technical support team, we originally just did the technical support work but added up sales and new sales to the skills and this has had a very successful impact on their business • Doubled the size of the Samsung team through over performing on our key CSAT results • Drove Melbourne IT team to be the top performing sales team in the region with over $400K AUD per month – Melbourne IT was a leader in the Web Hosting Market within Australia and New Zealand – we drove their sales results And Training and CEC Director All Markets, Operations Director for BGC Shore Solutions/Acquire BPO – Manila Philippines • Asia Pacific and North American Leader • 24/7 campaign management • Multiple site Management • Process building • Attitude moulding • Client goal alignment • Strategic planning across business units • Support ratio efficiency Total headcount: 50+ Direct Reports: 2 Key Successes: • Successful launch of the Online ScoreIt Customer Experience Tracker • Re-branding and Re-launch of Training “Back to Basics”
Rainmaker Asia – Manila PhilippinesDirector of Contact Centre Operations
Feb. 2008 - Oct. 2014Manila, Philippines• Australia, New Zealand and North America • Client and Vendor Management • Strategic launch of Outsourced partnership • Multiple Lines of Business • Inbound Calls – product orders, payment processing, delivery information, complaint resolution, upselling and cross selling • Outbound Sales – add on offers, cross selling, upselling, new customer acquisition and previous customer re-activations • Debt Collection • Monitoring of Orders and Delivery Dates • Lead Generation, Chat, Email and white mail • Direct Response TV Management – high volume calls, order and inquiry handling • Immediate and Strategic goal setting Total headcount: 150+ Direct Reports: 4 Key Successes: • Launching and ensuring the success of the DRTV team, we were the only market in our region to see it succeed • Launching a small team of 5 Telemarketing Agents then growing that to over 80 staff, ensuring the continued success of the Outbound Team, we were the top performing team within the region producing over $1.5 Million AUD in sales per annum • Cost reduction through efficiencies saving us approx. $200K AUD per year
International Masters PublishersDirector of Customer Service
Feb. 2006 - Feb. 2008Sydney, Australia• Strategic Planning • Resource management • Multiple Lines of Business • Inbound Calls – product orders, payment processing, delivery information, complaint resolution, upselling and cross selling • Outbound Sales – add on offers, cross selling, upselling, new customer acquisition and previous customer re-activations • Debt Collection • Monitoring of Orders and Delivery Dates • Lead Generation, Chat, Email and white mail • Direct Response TV Management – high volume calls, order and inquiry handling • Goal Setting and Driving • Team Leader and Support Management Development • Vendor Management when we outsourced Total headcount: 70+ Direct Reports: 4 Key Successes: • Overs seeing the selection process and implementation of the Customer Support Operations teams Outsourcing to Manila • Recruit, train, build processes of all Agents, Team Leaders and an Account Manager in preparation for the launch of the Operation with Rainmaker Asia
International Masters PublishersCall Centre Manager
Aug. 2000 - Feb. 2006Sydney, AustraliaCall Centre Manager August 2000 to February 2006 International Masters Publishers - Sydney, NSW • Supported the Customer Service Manager in the day to day running of the Customer Service Department, • Inbound Calls – product orders, payment processing, delivery information, complaint resolution, upselling and cross selling • Outbound Sales – add on offers, cross selling, upselling, new customer acquisition and previous customer re-activations • Ensured the teams were meeting goals, • Workforce Management (rostering, reporting and analysis of results) • Team Leader and Support Management Development • Supporting of the Outsourced team when moved that to Teleperformance
Intch is a Professional Networking App for the Future of WorkSee more people like Jason on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1791323 people
15
Maintenance admin / document controller
18
Business Development @ Greaterscale
17
Operations & Customer Success Leader @ PicklesSpotPH
230178 people
18
Business Development @ Greaterscale
17
Operations & Customer Success Leader @ PicklesSpotPH
15
HR Admin @ Achivers Haven Learning School