Customer Service Operations Manager
Resume:
CLARENCE
ALLEN
GARCIA
Mandaluyong City, ****
*********@*****.***
Focused and highly driven customer service professional with 9+years of extensive experience in company operations, personnel supervision, and training for online sportsbooks. Thrives in a fast-paced professional environment adept at managing cross-functional teams, collaborating with stakeholders, and achieving business objectives. Recreational sports and financial markets trader showing consistent results. WORK EXPERIENCE
AML & RG Analyst FansUnite March 2023-September 2023
Conducted risk assessments on new and existing customers to determine their risk level for money laundering and terrorist financing
Reviewed and analyzed customer transactions and activities for suspicious patterns and behavior including identifying possible RG cases
Provided insights and recommendations to senior management on ways to improve current AML and responsible gambling measures
Raised awareness among customers about responsible gambling measures and provides resources for support if needed
Monitored and processed all payment transactions ensuring that these are all legitimate and free from any potentially fraudulent activity
Identified and investigated instances of fraud including chargebacks, refund fraud, and identity theft
Served as a point person with other departments including customer support, trading, and finance in case handling ensuring that these are resolved quickly and efficiently Customer Service Manager Conduet Dec. 2022-March 2023
Managed a team of 3 supervisors and 13 CSRs
Managed day-to-day operation of the Operations Team while maintaining high levels of function expertise
Established operations objectives and work plans to improve productivity, product knowledge, and customer satisfaction.
Worked with the Operations Manager in workforce planning by examining business needs, investigating, and evaluating staff scheduling, preparing, and allocating staff resources.
Provided regular data-backed reporting to the Operations Manager that highlighted the individual and team KPIs. ·
Effectively addressed any performance issues and worked with the Operations Manager and HR for recommendations and implemented any necessary corrective actions.
Consistently provided documented coaching, feedback, and performance reviews
Ensured team adherence to policies and procedures
Closely coordinated with the local and onshore Marketing Teams ensuring the marketing campaigns were successfully implemented
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Customer Service Supervisor Conduet Nov. 2021-Dec. 2022
Managed the service queue ensuring that the daily SLA is achieved consistently
Conducted daily shift briefing and team huddles
Closely monitored team performance and does weekly quality audits and calibrations
Submitted daily shift reports
Customer Service Representative Conduet Oct. 2021-Nov. 2021
Effectively handled general and account-specific inquiries from Hard Rock Sportsbook Florida clients via email and chat
Strategy Caller EmpowerU Inc. Aug. 2019-Sept. 2021
Conducted strategy calls for the Asia Pacific (Australia/Philippines) and EMEA (UK/South Africa) regions
Administered financial needs analysis and trader personality profile assessment tests for clients
Promoted the company’s Learn Forex Course programs to clients
Consistently achieved monthly sales goals and department KPIs Quality Analyst Infocom Technologies Inc., Sept. 2018-Dec. 2018
Responsible for assessing the quality of the performance of CSRs who dealt with existing customer
Monitored the inbound and outbound responses of the CSRs in the social media pages of the company’s client to assess the demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures
Improved the FCR rate and AHT of CSRs thereby improving customer turnaround time ESL Tutor RareJob Dec. 2016 – May 2018
Provided online English lessons based on given modules or as preferred by students
Assisted students in improving their vocabulary and communication skills through various methods
Provided constructive feedback to students and to the company via reports Runningball Supervisor Yew Tree Services, Inc., Feb. 2012 – June 2018
Handled all Runningball bookmaking operations for BetISN
Coached and mentored team members including working with Team Leaders to ensure adherence to departmental procedures and guidelines
Provided weekly and monthly reports to the CEO, COO, and Runningball Manager
Was a member of the company's Training Committee which standardized the training modules and developed the training programs of the company
Was a member of the company’s initial Marketing Team which introduced and developed different marketing campaigns to increase customer base, brand awareness, and company revenue
Customer Service Supervisor Integrim BPO Solutions, Inc., Jul 2010 – Feb. 2012
Coached and mentored the team members including working with the Senior CSRs to develop career progression plans as required
Assisted the CS Manager with all disciplinary communication, decisions, and actions
Provided weekly and monthly reports to the Site Director and CS Manager Senior Customer Service Representative Integrim BPO Solutions, Inc., Jan. 2010 – Jun. 2010
Managed the CSR team serving as the first point of contact for CSR inquiries and escalations
Trained newly-hired CSRs
Customer Service Representative Integrim BPO Solutions, Inc., Sept. 2009 – Jan. 2010
Handled incoming calls, emails, and chats from North American and Canadian clients for an international sports book
ARM Recoveries Collector NCO Group, Jan. 2009 – Aug. 2009
Negotiated with debtors and qualified them into the best payment plan options so that they can completely pay-off their debt in minimal time
Consistent top performer in terms collections and cash-in percentages Senior Line Supervisor Orient Capital Ventures Inc., Nov. 2005 – Oct. 2008
Identified trading opportunities to maximize trading profit
Monitored clients betting patterns and profiled clients accordingly to ensure that the company's risk exposure was minimal
Handled all daily bet shop operations ensuring compliance with the company's policies and standards
Supervised and trained traders in the areas of sports trading such as but not limited to price and events feeds, handling customer inquiries and complaints, bet taking, and other trading practices and procedures
Coordinated with the Marketing and Promotions Department in conceptualizing, implementing, and evaluating the different company marketing drives and site promotions Store Manager Tower Records Makati, Jun. 2005 – Oct. 2005
Managed the company’s flagship store
Implemented procedural and systematic programs that improved the store’s daily operations
Consistently met and exceeded monthly sales targets Store Manager Tower Records North Edsa, Jun. 2004 – Jun. 2005
Managed the construction of the company’s seventh store ensuring that daily and weekly tasks are completed within schedule
Handled preparations for the store’s opening including the recruitment and training of staff and procurement of store and office equipment
Consistently met and exceeded monthly sales targets Store Manager Tower Records Quezon Avenue, May 2003 – May 2004
Introduced and handled sales and customer service programs resulting in increased sales and improved customer service and patronage
Developed and initiated new work systems and procedures which improved sales and reduced operating expenses of the store
Store Supervisor Music One Greenbelt, Mar. 2003 – May 2003
Supervised and trained store personnel with emphasis on improving customer service and selling skills
Handled all daily branch operations
implemented store policies ensuring compliance with company standards and customer needs Store Product Assistant Tower Records Makati, Sept 2002 – Mar. 2003
Supervised activities that directly support store events and promotions
Provided the store manager and head office departments pertinent reports regarding store operations, product inventory, and sales
Events and Promotions Assistant Tower Records Makati, Apr. 2002 – Sept 2002
Coordinated with the Marketing Department store events and promotions Customer Service Officer Tower Records Makati, May 2001 – Apr. 2002
Responsible for handling customer complaints, returns, orders, and product reservations Floorstaff Tower Records Makati, Jun. 2000 – Apr. 2001
Assisted customers in finding specific products and answered customer queries Sales Officer All Asia Life Assurance Corporation, Jul. 1999 – Dec. 1999
Sold life and non-life insurance policies to clients Marketing Officer Ayala Plans Inc., Jul. 1998 – Jul. 1999
Assisted in the formulation, administration, and evaluation of sales drives and sales incentives of the company
Handled all the major sales events and sales drives of the company Training Officer Ayala Plans Inc., Dec. 1997 – Jun. 1998
Developed the training needs analysis program which was the basis of the subsequent training programs of the company
Responsible for the design and implementation of the training programs of the company which resulted in better career and sales development of the company sales force EDUCATION
Pamantasan ng Lungsod ng Maynila, Jun.1993 – Apr. 1997
Bachelor of Science in Psychology
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