Customer Experience and E-Commerce Specialist
Resume:
Name: JALIL GORIGAO MANGACOP
E-mail Address: adc2de@r.postjobfree.com
Mobile Number: 091********
Career Objective:
● To become a dynamic and resourceful employee with excellent leadership and business management skills
● To gain a broad range of expertise in administration, data management and office organization
● To grow and make a long-term career in a competitive industry Educational Background:
Passed the Nursing Licensure Exam December 2010
Tertiary Notre Dame University - 2010 Graduate
Secondary Notre Dame of Cotabato - 2006 Graduate
Primary NDU-ETD - 2002 Graduate
Career Background:
Position Job Description
Senior Contact Center Officer SSI Group is establishing an online presence to adapt with the changes in the retail landscape. This is a big change and my role as a Senior Contact Center Officer is to help the company transition from a traditional setup into a more digital and innovative marketplace. Aside from my usual tasks as a Contact Center Officer (see below), additional responsibilities also include
Digital Transformation
-Establish an Omnichannel system
-Facilitate training activities for the company employees
-Customer Relationship Management
-Interdepartmental Relations
-Meeting with the key players in the industry
Company
Stores Specialist, Inc.
Duration
May 2019 to January 2020
Position Job Description
Contact Center Officer SSI Group is the leading specialty retailer in the Philippines. The company was initially limited to brick and mortar stores but has also opened an online platform. My role as the Contact Center Officer is to help the company successfully adapt to this change. Here is a summary of my tasks.
Establish a Contact Center
-Hire and manage a team of customer service representatives
-Acquire systems and tools to be used to support our role
-Create KPIs, targets and a Scorecard system
-Develop a Contact Center Manual
Training and Development
-Monitor the team’s individual performance
-Conducting quality assurance checks to ensure compliance
-Regular coaching sessions
-Ensure processes are customer-centric
-Conduct trainings on updates
Company
Stores Specialist, Inc.
Duration
September 2016 to May 2019
Reports Analysis
-Centralize data and customer input
-Monitor trends on customer behavior and concerns
-Submit regular reports to internal clients
-Highlight successes and pain points
-Monitor the performance of other departments
-Include inputs on process improvement
Engagement
-Handle escalated cases
-Coordinate with management and other departments on updates
-Ensure all departments and brands are keeping customers top of mind Position Job Description
Customer Experience and
Support Manager
We have 3 major role as a Customer Experience and Support Manager (CESM) Team Management and Development
- Ensure that the team is performing at their maximum potential by providing motivation
- Drive the team to help meet their target/KPIs: productivity quality and attendance
- Formulate performance improvement plans that will help our manpower meet the set target/KPIs, monitor and analyze data to determine effectiveness and take further actions as necessary.
- Monitor their progress by providing one on one coaching, floor walks, huddles, trainings, etc.
- Handle all concerns of the team and provide effective solutions
- Develop future leaders within the team
Business and Queue Management
- Provide ideas and strategies to help meet business goals
- Forecasting based on numbers and statistics to be proactive
- Send reports to the business to ensure they are updated of our current status
- Handle important clients and ensure their needs/queries are met
- Schedule, prepare and attend important meetings
- Take over projects and ensure its success with constant monitoring and hands-on care Administrative Task (HR / Payroll / Recruitment)
- Provide disciplinary actions such as verbal warnings, written warnings, suspensions and termination depending on the gravity and/or frequency of violations (performance concerns, behavioral issues, policy violations)
- Uphold HR and company policies to all thru strict monitoring and conducting meetings to ensure awareness
- Maintaining of important files / documents
- Resolve payroll disputes
- Monitor timekeeping of employees
- Handle Leave concerns and determine its validity and importance such as VL requests, scheduled and unscheduled leaves (SL), emergency leaves, medical leaves, NCNS, AWOL, RTWO, etc.
- Conduct interviews of applicants to determine their qualifications for a position Company
Telco Services Australia
Duration
December 2014 - April 2016
Position Job Description
Customer Experience and
Support Coach
As a Customer Experience and Support Coach (CESC), we handle quality control and development of our employees by auditing sales they've processed, conducting one on one coaching regarding errors encountered, provide training to ensure speed to competency, process updates to ensure accuracy of their product knowledge. We are also the official SME and do floor walks to provide direct and immediate assistance. Company
Telco Services Australia
Duration
I've also been named as a Training Associate during the ramping of the company. I was able to handle two training classes and ensure the trainees will be ready before I endorse them to the production floor by discussing company and HR policies, in depth product knowledge, process demonstration then hands on processing by trainees and by providing coaching and feedback
June 2014 - December 2014
Position Job Description
Order Management Officer
(OMO)
OMO is a back office account where we process customer's orders into our system. Special tasks include:
- Auditing sales processed by OMOs to ensure accuracy and provide feedback
- QA for our sales team by auditing their calls. We determine if they were able to provide utmost customer care, check their product knowledge and see if they were able to meet the standards set by the company. We send constructive feedback to help the sales team improve their performance and ensure customer satisfaction. Company
Telco Services Australia
Duration
October 2012 - June 2014
Position Job Description
Travel Consultant (CSR) This is an inbound CS account where customer's call in to make hotel reservations and raise inquiries about the hotels and casinos we service and the tourist spots around the area. Company
West Contact Services, Makati
Duration
January 2011 - September 2012
Skills:
- Oral and Written Communication Skills
- Interpersonal and Social Skills
- Leadership, Training and Administrative Skills
- Proficient in Microsoft and Google Application (G Suit)
- Experienced in Quality Assurance (call and email auditing)
- Customer Service, Chat and Email support
- Trainable and Eager to Learn
Contact this candidate