Amazon Operation Services Philippines Inc.

Spearheaded the Message Us (Chat) channel Resolve Rate project which led to:

Increased percentage of Resolved contacts by about 28% for the whole MU.

Reduced the percentage of Parked (Paused) contacts by about 42% therefore reducing customer effort in wait times.

Decreased invalid transferred contacts to other departments resulting in less contact coaching feedback received by about 18%.

Improved the number of CSAs with high (TTC Time to Close) thus increasing the Offer and Response Rate on HMD surveys received for MU by 34%.

Pushing a project under the Talent Development Pillar to:

Full utilization of the Mentoring Platform for Amazonians to learn new skills such as:

Leadership Skills

Technical Skills

Functional Skills

Career Path

Leadership Principles

Navigating Amazon

iQor Philippines Inc.

Introduced Performance Improvement Plan strategy for the program leading to a lesser attrition rate and improved overall scorecard performance by about 13%.

Developed new nesting strategy to speed up call handling skills of new hires, achieving 84% passing rate and an overall increase of 92% on CSAT performance.

Made history by having two representatives being selected as AOY (Agent of the Year) award.

Convergys Philippines Inc.

Initiated sales tactics and proper execution thru needs-based selling which contributed to the program’s overall sales goals by about 12%.

Instrumental in improving certification strategy for new hires increasing pass rate of new hires by about 25-30%.

Contributory in the success of 0-30 days tenured representatives on CSAT thru enhanced coaching methodology.

TeleTech Philippines Inc.

Led a group of 15-20 representatives servicing US customers in billing, technical support, and inbound sales.

Logins POC responsible for ensuring accuracy and alignment of client versus company’s active users’ directory.

Coaching champion and launched the Escalation Program of the site.

TeleTech Philippines Inc.

Assisting US customers about billing inquiries, payments, technical support.

Creating work orders for technician visit.

Inbound sales after resolution to take advantage of other services such as high-speed data, telephony, or bundled service consisting of cable + high speed internet + telephony.