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Manager Customer Service

Location:
Makati, Makati, Philippines
Posted:
June 29, 2019

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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:

M: +639*********

L: +632*******

LINKEDIN:

https://www.linkedin.com/in/john-

pastor-20a6165/

EMAIL:

ac9p3s@r.postjobfree.com

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).



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