JUAN CARLOS C. BORREROS

**** ******* ****** **** *** Pasay City, Philippines

+639*********

ad0020@r.postjobfree.com

ad0020@r.postjobfree.com

ad0020@r.postjobfree.com

Executive Profile

Strategic Leadership • Operations Management • Retentions and Escalations

• Sales & Service • Leadership and Organizational Development • Digital Marketing • Business and Product Development • Financial Management • Project Management • Client Services

Work Experience

Innovatica Digitals

CO-MANAGING DIRECTOR

(Digital Marketing Company)

Https://innovaticadigital.com

-Managing Client services and project management

-Handling Business Financial via Impact analysis and Growth Projection

-Head of Social Media and Trend Department

-Head of Sales and Automated Marketing

-Head of Outsourcing Operations (Omni Channel)

-Co Managing IT and Web Dev Department

-Head of Project Man. and Implementation Department

-Co Managing AI and Business Development Department

Telus International PH

5th floor McKinley Exchange Center, Makati Philippines

OPERATIONS TEAM LEADER for (Yahoo Account Phones) Technical Email Support (November 2022 to Present)

-Focuses on Agent Development and Career Progression

-Handling onsite Team Members focusing on customer service, Tech and Sales

-Handling 15 agents for English queues handling members that are residing inside the USA

-Had been certified as a Brilliant Coach for Telus Coaching development

-Daily Client interaction and Weekly Business Reviews

- Lean Six Sigma White and Yellow Belt Passer.

-Has a General knowledge of how the Program Financial Works (EBITDA, AR, OPEX, and ETC)

D-ROBE OUTDOORS

London United Kingdom

BUSINESS SUCCESS MANAGER

-Focus on the Whole Business Operations

-Handling various Departments: Email Marketing, Sales, Customer Services, Return and Exchange, Social Media, Orders and Delivery, Website Management, Advertising, and Accounting

-In charge of weekly Business Reviews

-In charge of setting KPIs for the said departments

-Reports Directly to the Operations Director

-Reports Accounting and financial projections

-with on going project for market expansion within the United States

-Handling Google Analytics, Hotjar Analytics, and Search Engine Optimization

Telus International PH

2nd floor McKinley Exchange Center, Makati Philippines

OPERATIONS TEAM LEADER for ENGLISH AND FRENCH (Luno (Cryptocurrency Platform Customer Service) (January 2022 to November 2022)

-Focuses on Agent Development and Career Progression

-Handling hybrid Agents that are doing Emails, Chats and Verification of customers from the US, NG, ZA and EU

-Handling 15 agents for English CS and 6 French CS Bi-lingual Agents

-Incharge of the Weekly Operations review and update for all department from Human resources to Quality and training

-Had been certified as a Brilliant Coach for Telus Coaching development

-Daily Client interaction and Weekly Business Reviews

-Has a General knowledge of how the Program Financial Works (EBITDA, AR, OPEX, and ETC)

VXI GLOBAL INC. Pasay City

11th floor, Five E-com BLDG, MOA Complex, Pasay Philippines

PRODUCTION TEAM LEADER (AT&T ISM PLATINUM & DTV VIDEO SERVICE) (2018 to 2022)

-Focusses on Process and Agent Development

-Consistent Quartile 1 Team top Team Lead

-Manages the Seat map of the Whole Site and designating Seats for all staffed agents for the day

-Attending Client and Calibration calls as a representative of Operations

-Part of the support and engagement staff of the Cluster

-Main focus is to develop tactics and strategies for handling daily team operations on main KPIs the account is focus on

-Being Creative on how we innovate coaching approach on work at home and work at site agents

-Serves as an Operations Manager Representative 3 days in week covering Weekly Business Reviews and Client Calibration Calls

-Customer Verbatim Mistreats Report Owner and Facilitator

VXI GLOBAL INC. Jamaica

Kingston, Jamaica

SUBJECT MATTER EXPERT LEAD / SALES MANAGER (AT&T ISM Service) (2017 to 2018)

-Supported AT&T ISM Service Nesting and Production Team

-Managed Wireless Sales and Hygiene metrics of the LOB.

- Played a key role on to Lifting the Jamaica Site Performance and B2P Ranking

-Was handling Rewards and Recognition of the LOB with the calendar of events

-Was handling wireless sales and functioned as a Sales Manager for developing SME’s for them to be Sales Shepherds.

VXI GLOBAL INC. Pasay City

11th floor, Five E-com BLDG, MOA Complex, Pasay Philippines

SUBJECT MATTER EXPERT (BGI Flip to ISM Service) (2016 to 2017)

-Handling Nesting Team for Two weeks as a SME Flex

-Was fully promoted as a regular SME after 2 weeks of the Flip

-Focus on Agent Development and Product specifics

-Handling 1 hour and 24 hour repeats Scrubbing with One and Done Analytics

-POC for those teams that doesn’t Have any TL’s and covering for them

VXI GLOBAL INC. Pasay City

11th floor, Five E-com BLDG, MOA Complex, Pasay Philippines

Account Associate (ISM Service Wave 7) (2016)

-Consistent Q1 Top Performer for AT&T ISM Service.

-Consistent Repeat Warrior and VOC Champion

-Has good Attendance Record from Day 1 till Present

-Handling combined billing services of AT&T (Uverse TV, Directv, Uverse internet, and AT&T Mobility)

FIS Global Solutions

9th floor, 2305 Eco Plaza BLDG, Don Chino Roces Ave., Ext. Makati City

Customer Service Representative Level 3 (2016)

Customer Care Representative (American Express –Bluebird and Serve)

-Handles American express prepaid card customers activation and billing

Convergys Philippines

10th floor, Two E-com BLDG, MOA Complex, Pasay Philippines

Customer Service Representative Level 2 (2014 to 2015)

Retention Specialist (DISH NETWORK –Loyalty Department)

-Consistent Top Agent for Dish Network Loyalty Department

-Top 1 Agent for Save Rate for the LOB

-Top 1 Agent for Repeats and AHT

-Handles transferred calls from billing department that want to cancel services

-Main job is to save customers and help them retain their services with dish network

Convergys Philippines

10th floor, Two E-com BLDG, MOA Complex, Pasay Philippines

Customer Service Representative Level 2 (2014)

Customer Service and Tech Agent (DISH NETWORK)

-Handles Customer Service and Level 1 tech calls that supports Dish network Customers

Special Skills

-Computer Literate (MS Word, MS Excel, MS Power Point and MS Outlook)

-Google Suites and tools

-Good Command in English (spoken and Written Communications)

-Good in Business Writings (quotations, proposals, contracts)

-Proactive

-Has strong leadership and people skills

-Very good analytical skills

-Very good planning and execution skills

-Can perform job on minimal supervision and can work under pressure

-Has Good Marketing and Sales Skills

-Has a Very Good Customer Service Skills

-Has knowledge about satellite TV Services, Telco services with internet and VIOP systems and Cryptocurrency knowledge

Good in presentations and product talks

Seminars and Trainings Attended

-GONegosyo Summit

World Trade Center Pasay, Philippines (2010)

-37th Philippine Business Conference and Expo (2011)

Manila Hotel, Philippines

-JCI Boot Camp for Entrepreneurs (2012)PLM Intramuros, Manila Philippines

-Franchise Asia Expo (2012)

World Trade Center Pasay, Philippines

-GONegosyo Summit (2013)

SMX Convention Center Pasay, Philippines

-SME Roving Academy Training and Seminar organized by DTI in Partnership with OWWA with the cooperation of Junior Entrepreneurs’ Society (2013)

Philippine Trade Training Center (PTTC) Pasay, Philippines

-7 Habits of Highly Effective People

VXI MOA Boardroom, Pasay Philippines (2017)

-VXI Rising Star Training

VXI MOA Boardroom, Pasay Philippines (2018)

-AT&T Leadership Academy

VXI MOA Boardroom, Pasay Philippines (2019)

“AT&T Coaching developmental cycle

-VXI Capacity Training

VXI MOA Boardroom, Pasay Philippines (2021)

“this training focuses on how we meet staffing requirement on projected service delivery demands and needs of the client"

-VXI Statement of Work Training

VXI MOA Boardroom, Pasay Philippines (2021)

“this training covers the obligation and contract agreement between the company and the clients"

-Certified Lean Six Sigma White Belt (Telus International PH) 2022

-Certified Lean Six Sigma Yellow Belt (Telus International PH) 2023

Personal Information

Nickname: Biggie

Age: 30

Sex: Male

Philippine Address:

1755 Dominga street, Realyn Place Unit 303 Pasay City, Philppines

Civil Status: Married

Birth Date: October 7, 1992

Religion: Roman Catholic

Nationality: Filipino

Height: 5’10

Weight: 250 lbs.

EDUCATION

Course: Bachelor of Science in Entrepreneurship

Pamantasan ng Lungsod ng Maynila

Muralla St., Intramuros Manila, Philippines

Academic Year: 2009 - 2014

College Diploma

San Rafael Parochial School

177 Taliba St., San Rafael Village, Balut Tondo Manila, Philippines

School Year: 2006 – 2009

High School Diploma

Graduated with Special Award (Service Awardee)

San Rafael Parochial School

177 Taliba St., San Rafael Village, Balut Tondo Manila, Philippines

School Year: 1999 - 2006

Elementary Diploma

High School Diploma

Graduated with Special Award (Service Awardee)

San Rafael Parochial School

177 Taliba St., San Rafael Village, Balut Tondo Manila, Philippines

School Year: 1999 - 2006

Elementary Diploma

Character References

Cristian Halal

Director of Operations – Telus International Philippines

TELUS BLDG Ayala Makati Philippines

Charito Rodil

Senior Operations Manager - 24/7 AI

Alabang Muntinlupa

Edmer Legaspi

Operations Manager - ISM PLATINUM MOA

11th Floor, 5 Ecom BLDG MOA Complex, Pasay City

I hereby certify that this statement and information in this application form are true and correct to the best of my knowledge and belief.

JUAN CARLOS C. BORREROS

Contact this candidate