Manager Customer Care
Resume:
Bertrand Joshua Tan Padilla
Manager of Operations Client Vendor Customer Success
Operations and Client Relationship Leader with Project Coordinator and Vendor Management Skill (Lead - Six Sigma Certified Yellow and Greenbelt) with substantial In- House Voice-Non Voice with expertise in the field of E- Banking and FinTech,B2B and B2C Consumer Sales
Solution, and Major Australian Businesses.
Mobile +63917.81578
Work Expertise
Client Vendor Manager (Offshore Performance Manager) ARQ Group (Now WebCentral Australia)
September 2019 – June 2020
As part of the SMB Customer Care Leadership team, this role is accountable to work in partnership with the other members of the Care Leadership team (Offshore and Onshore Operations) to understand in interpret the SMB and Care strategies into exceptionable plans. To be the Champion of operational efficiency through the implementation and execution of Customer Care service standards surrounding throughput of work, quality of customer interactions, customer feedback and complaints reduction.
• Responsible for leading and monitoring the performance of our Manila-based Customer Care Team. The Manila Customer Care team provide frontline customer service and technical support to our customers as well as operational business support to the wider Customer Care Group in AU
• Inspire the team with energetic and infectious enthusiasm while driving high performance, Process improvement, Operational and Quality efficiency, and employee engagement with a focus on reducing customer corporate escalation. Live the values: Be Customer Obsessed, Work together. Be Aspirational. Take Ownership and Focus on Innovation
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• Work with our offshore and onshore partner (HR, Recruitment, Learning, Quality and Workforce) to ensure they meet and exceed their commitments on the delivery of service level, quality and customer effort score targets across all our support channels
• Identifies and highlight opportunities for service, process improvements and lead programs of work to ensure they are implemented, and improvements strictly observed.
• Develop and execute succession planning, recruiting, retention and career development strategies Work Accomplishment and Awards:
• New Process Improvement Plan was created to focus on reducing 85% Corporate Escalations impacting VOC
(CSAT) and NPS through increase Triad Coaching Sessions incorporating Coaching Excellence. This was carefully planned and reviewed as I encouraged work collaboration and participation of Quality Assurance Team, Learning Development, and Operations. Unification of all department also resolved issue of past conflict and interest resulting to a jump of 93% on CSAT scores from 79% on previous months in conjunction with NPS.
• We added and opened 2 Line of Business (Admin and Corporate Escalations) increasing a 30% increase on FTE in a span of 3 months
• Added a Weekly Performance Triad Sessions with Managers and Training Support Managers to determine skill and behavioural issue that impacts performance of employées Operations Manager
Samsung Australia
January 2018 – June 2019
Lead point of contact in handling 8 Major Lines of Business of Samsung Australia covering the Operations, Repair, and Supply Chain. - Supporting 4 Operations Leader, QA and Learning Development Team Projects and Initiatives for Process Improvement and Performance Monitoring.
• Be an advocate for Australian stores and CS Teams ( Voice and Non-Voice), working with Senior Leaders across all aspects of the business to holistically achieve the best outcomes for our Customers Satisfaction (B2C), store teams and Corporate Clients (B2B)
• Embrace the Samsung culture, working closely with the Regional Directors, Senior Operations Managers, and whole Operational team to ensure that the Operational Strategic Plan is implemented nationally and locally
• Ensure that loss prevention and risk management practices result in minimal profitability leakage (shrinkage etc.)
• Develop a continuous improvement climate which ensures market leadership in the customer service area
• Responsible for the monitoring of, analysis and achievement of operational financial budgets in the division
• Ensure that the division pursues all opportunities to develop consistent national standards and processes, where there are obvious benefits to the overall business to do so focused on teams performance ( CSAT and NPS) 3 Bertrand Joshua Padilla
Work Accomplishment and Awards:
• Saved Operational Penalties from the Australian Consumer Law amounting to AUSD $656,987 based on previous historical data of Q3 and Q4. Recorded No Violation and Penalties for Q1 and Q2 for 2019 due to Extensive Coaching and Training Sessions working in collaboration with QA and Training Team targeting CSR’s behavior and improved performance through Glide Path Strategy.
• CSAT Improvement from 83.89% last 2017 to consistently be at 92.77% and 94.25% mark for Q1 and Q2 Senior Operations Manager
Digital Asset Solutions (AU and PH)
May 2017 – December 2018
Local Start-up partnered with Swagbuck and SurveyAu for their first offshore support in terms of respondent recruitment and data validation with Marketing Research Companies in AU. Monitors and manage the day-to-day Operations handling Client Relationship Management, Staff Productivity, Performance Improvement Plan, Business Implementation and Continuity to maintain steady profit through effective strategies and methodology.
• Manage overall operations, responsible for the effective and successful management of labor, productivity, quality control and safety measures as established and set for the Survey Operations Department in AU.
• Enhance the operational procedure, systems and principles in the areas of information flow and management, business processes, management reporting and looks for opportunities to expand systems
• Carry out supervisory responsibilities in accordance with company’s policies and applicable laws. Mainly focused on identifying and understanding each client’s business requirement and needs by delivering an efficient client - customer experience that will build retentions and loyalty to all end users (Survey Respondents)
• Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints
• Work closely with the inventory manager and team to perform analysis of our inventory and ensure we are utilizing our inventory effectively, purchasing the right equipment, maintaining solid inventory data and reduce sub-rental expenses
Work Accomplishment and Awards:
• Addressed a 2 years long trend of declining sales performance (Poor Client Relationship Management by past Leaders) and overcame reduced spending by recruiting the right specific respondents to be subject for the survey and marketing research studies (mismatch respondents) by embedding a new Process Improvement where they need to be fully screened before hiring. Changes made resulted to achieving 89% in 2017 annual sales target within the first year
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• Additional 9 Client Offshore was added aside from Supporting AU and SG increasing FTE from 10 to 30 in a span of 9 months
Operations Manager
Carlson Wagonlit Travel ( Accenture APAC-ANZ Region ) October 2016 - March 2017
Overall Operations Head for Accenture Travel in APAC-ANZ Region (750 FTE) tasked to manage and oversee day-to-day Operations. Hands-on with Financial and Operational Business Aspect to ensure that all policies and procedures are being adhere to by all Managers and Employees to prevent financial loss from errors.
• Mainly focused on identifying and understanding each client’s business requirement and needs by delivering an efficient customer experience that will build retentions and loyalty to all end users and travelers
• Initiate Weekly, Monthly and Quarterly Business Reviews to Clients, and all Director of Operations based in Poland, US, and Mexico, to highlight root cause analysis, improvement plan process, and major issues of the program
• Consistently monitor Service Level Agreement and Client Specific Requirements and Delicate Process that are financially business impacting and establish New Protocol and Process Improvement with Training Services to increase programs revenue and acquire new regional clients
• Closely work with all Travel Services Managers to facilitate Weekly/Monthly Personal and Team Performance Review to address all underlying issues and directly resolve all pending request that might affect key performance of employees by Improvement Glide Path Process
• Directly coordinate with Finance, Training, and Hiring Managers for any Global Improvement Processes to address financial loss, New Sales Target Revenue, Attrition of Employees, and to tailor-fit the people being hired for the position to ensure headcount stability
Work Accomplishment and Awards:
• Initiated Global Process Improvement Plan to mitigate and prevent major errors that will result to financial loss and Client Retentions across all Line of Businesses in APAC and ANZ.
• Created a Structured Weekly Performance Triad Sessions with Managers and Training Support Managers to determine skill and behavioural issue that impacts performance of employees
• Won the bid over Singapore Site to move all major businesses to Manila being the Most Improved Site in APAC Q4 2016, which resulted to business expansion and FTE increase from 70 to 150 which also contributed to an increase in Operational Revenue of 12.55% from 9.13% during Q4 2016
• Most Improved Site for Voice of Customer Survey Q4 2016 and Q1 2017 – 89 positive surveys out 100 5 Bertrand Joshua Padilla
Skills
Professional
Banking and Finance
Telecommunications
Sales ( Voice/Non-Voice )
Airline Operation Mgt
Technical
Six Sigma Certified
Swithgear Trained
iAspire Leadership
Microsoft Office 2016
Projects
Global Process Improvement
Coaching Excellence
VOC-CSAT Glidepath
Sales Development Plan
• Best Client Usage and Retention Rate of 93.81% Q1 2017 from 74.22% Q4 2016 Operations Leader
TELUS International Philippines
November 2012 – October 2016
Pioneered to lead and manage Sears Retail North America and In-house Program of Telus to establish new global processes/polices to increase efficiencies and enhance the overall customer experience. Concurrently, tasked to manage a team of 15 Frontline Team Leaders to ensure clients receive best support while preparing each team member for a long-term career with a total of 300 - 500 FTE.
• Worked hands-on with Sales and Marketing Team to achieve sales target through Improvement Process Training related to skills and team personal development to achieve daily, weekly, and monthly targets
• Drive the implementation of necessary operational compliance to support new business opportunities, liaison to internal & external partners on OBU and other business operations matters, related to management of segment profitability and ensure adequate sales support is provided to the sales team
• Ensure to drive a strong customer focus culture and tailor-fit sales and implement marketing campaigns that meet the needs of Multi Channel customers of TELUS and SEARS. This mainly involves working hand in hand with the Marketing Sales team to agree delivery of campaign plan
• Responsible on focused leadership and aspiration to the highest standards of effectiveness by motivating staff to meet or exceed productivity target without affecting the high quality of delivery.
• Tasked to deliver performance evaluations and One on One Coaching with Frontline Leaders on weekly and Month to Month Basis to create Comparative Result Plan and Improvement Glide Path for major outliers, and ensure Weekly FGD is carried out.
• Strictly monitor and analyze metrics and processes, enact change ad think operationally and strategically to achieve business goals incorporating time management skills with ability to multi-task, organize, and prioritize leads, ensuring that services provided by the Client are continually improved, aligned, and evolved. 6 Bertrand Joshua Padilla
• Effectively Manage and communicate with VIP Customer Escalations via Outbound Calls and E-mail Contact Strategy to ensure effective retention, development, constant acquisition of new business Work Accomplishment and Awards:
• Spearheaded the Program’s Operational Cost Improvement which resulted to the increase on monthly earning from 9.13% to 11.16% during the 4th Quarter of 2012. This Improvement resulted to the Client decision for a Rapid Business Expansion due to Consistency in Performance across all Client-Site. FTE increased from 100 to 300-500 which led to creation of various department during Q2 and Q3 of 2013
• Top Seller Site for 2013 and 2014 for Sears Retail
• Voice of Customer Survey Champions for 2014 and 2016 ( Site Wide )
• Most Improved Site for Loyalty Sales Retention 2016
• Best Sales Team for Sears Retail Online 2012/2013/2014
• Awarded the Lowest Employee Attrition Percentage across all Telus Line of Business from 2012-2016 due to Employee Engagement Drive held quarterly
Communication Client Manager – Vendor Management
Civicom Inc, North America
April 2011 – April 2012
Project Coordinator and Vendor Management skills supporting Voice-Non Voice Vendor Program in the field of Customer Experience and being well-versed in providing project support in the international arena focusing on project concept managing, contract drafting for clients on both B2B and B2C aspect for Marketing Research.
• Establishing Client Retention and Acquisitions through solid client relationship by making a timely and appropriate executive decisions based on accurate analysis and historical data review to ensure timely and meaningful marketing research results.
• Risk Mitigation for Clients and Handles a combination of responsibilities, including communication and schedule management, coordinating meeting objectives per project, and assisting project team members overseas ( US, Russia, APAC, and UK )
• Person-in-charge of confirming certain Project Deliverables with the client or contractor, in order to ensure that the project is not impeded by communication mix-ups.Occasionally assist Human Resources Department for technical and corporate projects.
• Email Correspondence Manager for Clients Project and Support on a daily basis to ensure Project Success and Time Table Goal
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• Client and Vendor Interaction, Back-End Project Analysis for Toyota Motors NA, Ford NA, Apple, Dell, Wal-Mart, and Fedex.
Work Accomplishment and Awards:
• Contributed to the addition of 8 New International Clients for Marketing Research on Q2 and Q4 2011 by providing extensive support and real-time feedback, reporting from our back-end team increasing FTE from 15 to 75 in a span of 6 months.
• Increasing our monthly earnings from 12% to 21% Q4 2011 and Q1 2012. Modified Interaction Process to tailor- fit the needs of the client and address all internal and external issues which resulted to additional business that will support premiere clients based in Europe, UK, and US
• Best Marketing Research Project for 2012 - Project Modified Client Interaction Process to tailor-fit the needs of the client and address all internal and external issues which resulted to additional business that will support premiere clients based in Europe and US
Financial Manager of Operations
Wells Fargo Bank, North America
October 2008 – January 2011
Supervise and Manager several Line of Business with experienced in handling Financial and Banking aspect Wells Fargo, focusing on Collections and Acquisitions, Fraud and Disputes, Credit Card, Loan and Investment Banking with 500 FTE.
• The scope of responsibility is exclusively for all Operational Management for General and Consumer Banking Support pertaining to Banking Regulation and Procedures in accordance to Wachovia Bank NA, Wells Fargo NA, FDIC and US Federal Law to avoid penalty and mitigate financial loss of the program through Process Improvement Plan
• Primarily review and approves consumer banking accounts invalid charges in result of bank error or merchant error that will be subject for refunding 100% waiver to avoid corporate lawsuit and cascaded to all Frontline Leaders handling B2B and B2C accounts
• Created a structured coaching session for people development and career path goal for Managers and Team Members that entails job promotion and skill improvement.
• Sets clear and realistic goals and objectives to all employees by establishing a course of action and sequence of steps to ensure that processes and objectives are efficiently achieved on a very realistic time table per team Work Accomplishment and Awards:
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• Increased Employee Engagement from 65% to 85% for 2 years in a row
• Business Expansion from Credit Card Services LOB to Disputes, Private Banking, Corporate Accounts, Collections, Loan and Fraud
• CSAT Champions 2009 and 2010
• Best Site on Account Upselling for 2010 and 2011
• Global Process Improvement Award for 2009 and 2010 Senior Escalation Manager
Sitel (T-MobileU)
January 2007 – Aug 2008
Supervise and Manage a total of 20 Tier 2 Escalation Leaders to ensure all outstanding technical and financial issues of consumers is resolved in a timely manner to avoid corporate escalation without compromising quality and VOC scores.
• Established First Local Offshore Program and Handled concerns for all Individual and Business Consumer Accounts and an assisting personnel of the Repair and Exchange Department (REDE) for escalation to corporate to prevent British Consumer Sanctions.
• Offers Corporate Escalation Support for Technical Queries and Tracking Status of Handset that was sent out for Repair or Exchange via phone and email and Billing related inquiries of Various Companies in UK
• Directly reports to the Head of the Repair and Exchange Department in Hatfield, United Kingdom for Sales and Customer related issues that needs urgent attention
• Conducts Annual Performance Review and Triad Coaching Sessions with Frontlines and Managers on a Weekly Basis Work Accomplishment and Awards:
• Initiated VOC Improvement Project and AHT Glide Path Plan during the first 6 months of the program to ensure stability and sustainability through constant triad coaching sessions and agent Customer Experience
• Improvement Plan which resulted to being the number 1 site across UK for 13 consecutive months
• CSAT Survey Topnotch Site 2006 -2008
• Loyalty Team Award 2016
• Top 2 Offshore Site for 2006 and 2007
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Customer Experience Manager
Nokia Australia, Sydney
June 2003 – December 2006
The Customer Experience Manager reports to the Nokia General Manager. This position is designed to streamline all processes from start to finish. The purpose of this position is to create an exemplary experience for each customer by having available a single point of contact for all sales and service related customer needs.
• Responsible for the customer experience, as well as the sound and efficient operations of the business market branches in AU Territories. The CEM is responsible for profitability, employee development and retention, and all aspects of the budget. Responsible for implementation of a process change to streamline branch activities throughout their assigned business markets
• In collaboration with the Growth Manager, directs Market Managers and CSM to define, train, and coach in order to deliver the ultimate customer experience in their markets.
• Oversees the Market Manager’s leadership of their assigned markets including personnel, profitability and budget conformance.
• Continuously creates enhanced productivities and efficiencies within assigned business Markets through maximization of all resources including personnel, technology, processes and store branches.
• Ensures that opportunities are afforded to staff to develop and maintain their skills at the highest standards; promotes staff diversity. Fosters, through mentoring and leadership, critical and independent thinking skills and behaviors in staff. Ensures that staff is developed to be able to provide a “best in class" customer experience. Exercises full authority concerning hiring, performance management reviews, promotions, salary recommendations and terminations.
• Leads effective service level management and coaching and development of employees through the consistent use of disciplined processes, including Assessment/Deployment, Team Performance Meetings and Trend Based Coaching. Recognizes and rewards outstanding performers in assigned markets. Acts as champion of WOCP strategies and initiatives.
Work Accomplishment and Awards:
• Created and launched the Customer 5-Star Experience in-stores and applied to all Email Correspondent Team to address all technical and purchased issue for Corporate and Commercial Clients, increasing Sales Revenue across NSW and Queensland Area from 19% to 29% with improved Customer Retention from 76% to 89% in a span of 8 months.
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Education
Master of Business Management, Melbourne University, NSW 2003 – 2004
(Undergraduate)
Bachelor’s in Science of Pharmacy Centro Escolar University 1998 – 2001 Secondary Education Maranatha High School 1995-1998 Primary Education St. Joseph School Malvern, Australia 1986- 1994 AWARDS AND TRAINING
2015 PEOPLESOFT MANAGERS TRAINING CERTIFICATION (PAYROLL) WORKDAY TRAINING CERTIFICATION
2013 SWITCHGEAR SALES METHODOLOGY
COACHING EXCELLENCE CERTIFIED
2011 IATA POLICY AND GUIDELINES SEMINAR CERTIFICATION 2009 LEAN SIX SIGMA GREEN BELT CERTIFIED
EFFECTIVE LEADERSHIP MANAGEMENT SUMMIT
2005 LEAN SIX SIGMA YELLOW BELT CERTIFIED
I hereby declare that all information indicated are accurate. Character Reference will be provided upon request.
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