Manager Customer Service
Resume:
JOHN PASTOR
PROFILE
Over ** years of leadership experience in
the BPO / Contact Centre / Shared
Services Industry in the Philippines.
Numerous years of exposure in both the
captive (in-house) and vendor (third
party/outsourced) areas of the industry
and have had the opportunity to work with
top tier multinational organisations since
2001.
Passionate about people development,
creating a positive culture and working
environment, client and stakeholder
relations, customer advocacy and running
day to day Operations.
CONTACT DETAILS
PHONE:
L: +632*******
LINKEDIN:
https://www.linkedin.com/in/john-
pastor-20a6165/
EMAIL:
************@*****.***
SKILLS
• P&L Management
• Operations Management /
Strategic & Tactical Planning
• Performance Management
• Project Management
• Stakeholder & Client Relations
• Continuous Improvement
• Business Development & Sales
• Customer Advocacy
• Data Analysis & Reporting
WORK EXPERIENCE
Security Bank Corporation (Consultant-HR Transformation) Apr 2018 - present
• Manage day-to-day operations of the Talent Acquisition Team, including the Recruitment Process Outsourcing (RPO) engagement project.
• Automation of processes to increase efficiency with focus on per stage SLAs.
• Creation of a working Capacity Plan model to ensure correct staffing throughout the year.
• Creation of a Daily Operating Rhythm model which serves as the guide for all staff in both the Talent Acquisition and Sourcing units.
• Stakeholder and client relations; KPI performance management via Weekly and Monthly Business Reviews.
Destinations of the World (Global Head of Data Entry Operations) Apr 2017 – Oct 2017
• Managed the entire back office for contract loading, updates and promotions and mapping services for hotels located around the globe.
• Reported directly to the COO and managed multiple teams and locations in Manila, Dubai, Kuala Lumpur, Seoul, Shanghai, Tokyo and Osaka.
QEnergy Australia LTD (General Manager & Country Head) Oct 2016 – Mar 2017
• Managed a 90 FTE shared services center which supported energy customers in Australia. Functions managed include Customer Service, Sales, Credit & Collections, Finance and Marketing. Oversaw other support departments such as HR/Recruitment, Workforce Planning, Facilities and Training & Quality.
• Served as the Deputy COO and reported to the CEO based in Australia.
Telstra International LTD (Centre Manager & Site Director) Mar 2012 – Dec 2015
• Assumed 3 different roles during tenure with company:
Site Manager & Program Director for Retail Channel Support
Centre Manager & Site Director for the Telstra Captive Centre
Centre Manager & Site Director for the Prepaid & Tech Support Centres
• Managed multiple sites and teams within Metro Manila and nearby provinces; scope of responsibility included Continuous Improvement, Facilities, Quality Assurance, Training, Recruitment and Workforce.
• Initiated cost-saving programs which increased the revenue of the company.
EDUCATION
DE LA SALLE UNIVERSITY
Manila 1994
Bachelor of Arts major in Human
Resource Management and minor in
Management
• Member: DLSU Junior Chamber
of Commerce
• Member: CSB Varsity Basketball
Team
DE LA SALLE SANTIAGO ZOBEL
Muntinlupa 1989
High School Diploma
• Member: DLSZ Varsity Basketball
Team
ATENEO DE MANILA UNIVERSITY
Quezon City 1985
Grade School Diploma
• Member: Ateneo Varsity
Basketball Team
• Merit Awardee
• Gold Medalist in English Oratorical
contest
CERTIFICATIONS
• Yellow Belt Lean Six Sigma
• P&L in the BPO Setting (AIM)
• Human-Centered Design
Thinking
EXECUTIVE SUMMARY
1. EXPERIENCE & CORE
COMPETENCIES
• Has served in a Director-level
capacity for almost 11 years
(HSBC, Citigroup, 247, Telstra).
• BPO / Contact Center Exposure =
18 years (mostly in a leadership
capacity).
• Experienced in other support
areas (aside from daily operations)
such as workforce management
(staffing), finance and cost
management (invoicing and P&L),
business development, customer
experience and advocacy,
project management, client and
stakeholder relations, recruitment
and labor relations and the like.
• Experienced working for both
the captive environment as
well as the vendor/outsourced
side (in-house and outsourced).
• Has managed different types of
verticals: voice, non-voice, back
of house, live chat, both technical
and non-technical accounts, both
WORK EXPERIENCE
[24]7 Customer Philippines, Inc. (Senior Operations Manager) Jan 2008 – Mar 2012
• Assumed 3 different roles during tenure with company:
Program Head for Travelers Insurance (a Citigroup company)
Centre Head for Optus Australia
Program Head for T-Mobile UK
• Managed multiple teams and locations in Metro Manila for different verticals: insurance and telecommunications.
• Oversaw support functions including Workforce, Training, Quality, HR.
• Briefly spent time doing Business Development for potential clients from Australia, UK, US.
Citigroup (Assistant Vice President)
Oct 2006 – Oct 2007
• Overall Program Head for the US Citicards business area with close to 400 FTE.
• Managed a team of close to 400 FTE who did customer service, sales, collections and fraud prevention for US Citicards customers.
• Monitored KPIs such as CSAT, AHT, Productivity, Staffing as well as Banking Compliance and Regulations.
• Handled multiple functions such as Facilities, Workforce, Training, and Quality aside from daily Operations.
HSBC Philippines (Assistant Vice President)
Jun 2004 – Oct 2006
• Assumed 3 different roles during tenure with company:
Operations Manager for the US Cards Business Area
Senior Operations Manager for the UK Cards Business Area
Assistant Vice President for the Local Cards Business Area
• Pioneered all 3 units and spent significant time overseas (US & UK) for sharing of best practices and knowledge transfer programs.
• Assumed the role of Chief of Fun for the company as well while maintaining official roles; conceptualized and facilitated engagement- related activities such as Townhall Meetings, Team Building Programs and other pertinent company-wide events.
• Established processes and guidelines within Operations, Training, HR, Quality and Workforce Management areas.
Convergys Philippines (Operations Manager)
Jun 2003 – May 2004
• Managed the SBCYahoo! account (HQ: Texas, USA) with an FTE count of close to 400.
• Directly managed a group of 7 Team Leaders with a TL:CSR ratio of 1:15.
• Handled escalated calls from customers who requested to speak to a Manager regarding internet-related (troubleshooting) concerns. InfoNXX Philippines (Assistant Call Center Manager) Jun 2002 – Jun 2003
• Assumed 2 different roles during tenure with company:
Shift Manager
Assistant Call Center Manager
• Handled escalated calls from customers who requested to speak to a Manager regarding internet-related (troubleshooting) concerns.
• Both roles were for the US Directory Assistance in-house program.
• Managed an overall FTE count of 120, including 9 Team Leads and 3 Shift Managers; produced ad hoc reports and documents for key stakeholders.
inbound and outbound processes
and work types.
• Has managed multiple
sites/locations simultaneously.
• Site management experience
include looking after facilities and
support functions.
• Business Development experience
(promoting both the country as
well as the organization).
• Part of start-up/pioneer teams for
Convergys, HSBC, Citigroup,
Telstra.
• Australian Industry experience
with both Optus (for 247
Customer), Telstra (3 different lines
of business) and QEnergy Australia
Ltd.
• Insurance experience with
Travelers Insurance and T-Mobile
(non-life, both for 247 Customer)
and with Telstra Retail (mobile
insurance)
2. CRITICAL ACHIEVEMENTS AND
MILESTONES
• Has been recognized for
exemplary performance with most
of the companies – for
outstanding KPI results (most
recent one was with Telstra for
Prepaid Services; achieved 83%
FCR for the months of April and
May (coming from 77% back in
Jan and Feb).
• First Centre Manager of Telstra’s
Captive Contact Centre (chosen
amongst several Senior Managers
and Directors) and was able to
lead the Small Business Team to a
successful year in 2013-2014
(performance better than onshore
counterparts in Melbourne).
• Chosen to represent the Philippine
Centre multiple times outside of
the country (HSBC: to the US and
the UK and with Telstra: to
Australia).
• Part of the Telstra Supersites
Leadership Team and involved
heavily on cost reduction and
management initiatives (was able
to provide several process-
improvement measures which
resulted to cost savings amounting
to 750,000 AUD).
• Recognized several times during
Quarterly Business Reviews for
turning negative performance
around (Optus, T-Mobile UK,
Telstra).
WORK EXPERIENCE
eTelecare International, Inc. (Team Leader)
Aug 2001 – Jul 2002
• Managed 3 different accounts during tenure with company:
American Express Travelers Cheques (Customer Service)
True Yellow Pages (Outbound Sales)
National On-Line (Internet Technical Support)
• Managed a team of 10-12 CSRs on average and provided regular coaching, mentoring, performance reviews and data analysis on a daily basis.
Globe Telecom (Customer Service Supervisor)
Mar 2000 – Jul 2001
• Oversaw both Pre and Post Sales and Customer Service areas for the Makati branch.
• Ensured that the general store operations ran smoothly and also managed merchandising and inventory control.
• Interacted with customers especially during high queue hours of the day.
Ziebart (Manager)
Nov 1999 – Mar 2000
• Overall Head of the Auto Club Department (Towing and Emergency Services Membership Club).
• Performed sales-related activities to increase awareness and club membership while handling daily operations including deployment of the Emergency Rescue Team for members in need.
Honda Cars Makati (Sales Executive)
Sep 1994 – Aug 1997
• Promoted all Honda automotive products to both individual and corporate clients.
• Conducted sales visits and telemarketing activities to achieve sales targets per month.
• Received the “Total Customer Satisfaction Award” (Jun 2007).
Contact this candidate