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Work Background
Cebu Pacific AirDirector, Customer Experience
Dec. 2019Pasay, National Capital Region, PhilippinesLeads CX strategy & design and champions voice of the customers to ensure seamless customer journey.
SM RetailSenior Manager, Customer Experience
Oct. 2018 - Dec. 2019Pasay City, Metro ManilaLed the creation and implementation of customer processes, policies, communications, and user experience for SM’s e-commerce platform.
Digits Trading CorporationHead, Customer Experience and Information Systems
Mar. 2016 - Sep. 2018Quezon CityTransforming the organization's customer experience and information systems by establishing foundations and skills through training & development, ensuring fast customer service and accurate info on social media, helping shape the plans and strategies for the future, building relationships with customers through insighting, leading the Apple service center business growth, and innovating systems to automate processes for efficiency.
Globe TelecomManager, Customer Touchpoints and Self-Service
Dec. 2014 - Feb. 2016NCR - National Capital Region, PhilippinesLed the creation of self-service capabilities and business strategies on Web (Globe MyAccount), Mobile App (GServices), IVR (211/7301000), and USSD (*143#) from concept to implementation. Certified Usability Analyst (by Human Factors International) acting as an internal Consultant for customer experience on different customer touchpoints. Certified in Community Management (by Lithium Technologies) heading the engagement and acquisition of members for Globe Community, an online social community for customer service and engagement.
Globe TelecomManager, Digital Commmunication and Self-Service
Nov. 2012 - Dec. 2014NCR - National Capital Region, PhilippinesLed the creation, planning, and implementation of Globe's social media engagement strategy and transformation. Known as @talk2GLOBE on Twitter, Globe Telecom on Facebook, and Globe Community on social communities, these strategies changed the way how Globe interacts with its customers. This social media transformation has led Globe to win several local and international citations - Stevie, IABC, and more.
Manila BulletinTechNews Weekly Contributing Writer
Jan. 2011 - Jan. 2013Wrote weekly tech-related articles for the Philippines' leading newspaper, specifically for the TechNews/Tech101 Section.
Hewlett Packard EnterpriseSAP Technology Consultant
Nov. 2010 - Nov. 2012Implementation analyst of the Materials Management module of SAP
Hewlett Packard EnterpriseService Delivery Consultant
Oct. 2008 - Oct. 2010Provided quality Level 2 support for Patch and Inventory Management to clients in various parts of Asia and Europe; Led the creation, implementation, and maturity of Incident Management process for the team and the business unit.
MicrosoftPracticum Trainee
May. 2008 - Aug. 2008Evangelized and trained public and private school teachers on the use, functionality, and features of Windows Live @ edu as well as Microsoft Office Word 2007
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