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Call Center Veteran of 16 years

Location:
NCR, Philippines
Posted:
November 25, 2020

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Resume:

CATHERINE CU UNJIENG ANDREWS

Home ****-****

*** ******** ******

Sta. Mesa, Metro Manila 1008

adh4kj@r.postjobfree.com

PROFESSIONAL PROFILE

Highly accomplished, versatile and respected professional presenting with over twenty years extensive accomplishments within diverse environments utilizing exemplary management, analytical, organizational, and people skills. History of accepting full accountability for divisional direction and strategic management, in marketing, brand management, media planning, corporate communications, and building client relationship for business development. Maintains an extensive list of media, press and social contacts. Dynamic leader, consistently achieves outstanding results in challenging environments while building and maintaining strong, loyal relations with both clients and colleagues. Cited throughout career as a creative problem-solver, and calculated risk-taker; a change agent skilled in exposing inefficiencies, producing solutions, and shaping the future of business. Growth-focused, and inspired by the power of teams to deliver results. Moves and relates effortlessly across all levels of management.

SKILLS

• Exceptional Customer/Client Service

• Negotiations

• Communication and Interpersonal Relations

• Effective Networking

• Event Management and Public Relations

• Placement and Advertising

• Root Cause Analysis

• Strategic Planning and Growth

• CRM Tools ex Salesforce, Brightree, Hubspot

• Client Satisfaction Initiatives

• Internet Marketing development (web sites, social media development: Facebook, Twitter, Pinterest, Instagram, YouTube, LinkedIn, Google+, SharePoint, OneDrive, Google Drive, Trello, Slack,) and research

• Media Relations

• Brand Loyalty and Corporate Image

• Marketing and Promotions

• Public Speaking & Presentations

• Project Management (PMBOK)

• Six Sigma Greenbelt

• Client Relationship Management

• COPC CSP Certified Registered Coordinator

• Vendor Management

PROFESSIONAL EXPERIENCE

VP – Marketing & Sales/COO

Draggo Vodka Inc/ The Amara Collection

Concord, California & Manila

June 2019 – May 2020

Oversees marketing strategies and efforts in order to build company's market position and achieve desired business goals. Direct and support market research collection, analysis, and interpretation of market data for short- and long-term market forecasts and reports.

Responsibilities included product management, product marketing, market/competitive intelligence, public relations, marketing communications, online marketing, event marketing, lead development, and creative services.

Developed and executed a strategic marketing plan which resulted in a 38% increase of interested distributors in the local market.

Conceptualized the pre-launch concept of Draggo with a leading events company

Designed social media strategy that increased the firm's reach by 150% in 8 months

In November 2019, launched the company's best-performing voucher campaign in history, increasing revenue by 48%.

Sourced Philippine producers of “bayong” bags for export to the US and negotiated cost, increasing company profit of 25%.

Secured an agreement with a leading freight forwarder lowering export fees and tariffs by 8% upon the arrival of goods in the US port of Oakland California.

Designed the 2020 digital and hard copy catalogue for The Amara Collection.

Created email campaigns and tracked data to analyze its effectiveness in Shopify and Amazon

Managed Shopify analytics and FBA (fulfillment by Amazon)

Secured a co-branding partnership with a US cosmetics company and a US nationwide fitness company

Site Lead, Partner Management

Dell Philippines, Bonifacio Global City, Metro Manila

May 2017 – June 2019

Responsible for the Global Services global Partner GTM strategy for all service offerings through alignment with the SDS Offer development teams. Responsible for ensuring that partner readiness is adequately prepared for field rollout and aligned to the Global Dell EMC Partner Program.

Performs a detailed assessment of specific offerings to ensure a strategic fit between Dell EMC and the partner business. Ensures, Competency for Delivery and Support, and other opportunities and operationally capable.

Identifies specific enablement paths to include; prerequisites, training, and experience to develop the most qualified Partners to support their deployment efforts.

Drives targeted adoption campaigns in conjunction with SDS field resources to drive product and services enablement & sales.

Represents GSP (Global Service Partners) requirements and goals with SDS Offer Development and BU within lifecycle of the service offering.

Manages a global landscape of Partners to enhance Dell EMC’s capabilities for the delivery of services.

Responsible for assessing partner performance and initiating recovery plans.

Drove the performance in partner site in Alabang and which resulted in their highest metrics the site ever achieved

Handles and manages escalations of Partner sites and provides root cause analysis on issues. Provides recommendations that will resolve issue with the least impact in CX.

Responsible for the Alorica Centris site improvement wherein the site is number 1 across the North America region

Senior Vendor Performance Manager

Affinion Group Inc., Connecticut, USA,

Apr 2015 – Apr 2016

Representative of the Affinion Group in the Philippines while managing the inbound sales business onsite with outsourced vendors. Works with Vice President of Affinion to identify training needs, gaps in operational processes, coaching issues and overall performance of the vendor sites. Drives sales performance in operations to meet expected metrics of the site. Provides feedback on coaching observations done on agents. Performs thorough audits on Supervisor and Operations Manager folders to identify opportunities for improvement. Engages with senior leadership of the call center to address existing and probable problems based on trends analysis and performance.

Works closely with Operations to create new reporting tools giving hourly visibility to sales performance and make the necessary changes when gaps and misses are identified.

Manages external vendor relations within Operations Department, Recruitment, Client Services and IT.

Performs as a functional bridge among external vendors as well as internal stakeholders.

Coordinates all vendor management tasks inclusive of working with external vendors and internal employees.

Ensures enterprise-wide needs for due diligence, risk assessment and continuing vendor monitoring are being accomplished.

Handles and manages escalations of Partner sites and provides root cause analysis on issues. Provides recommendations that will resolve issue with the least impact in CX.

Helps and coordinates vendor processes and methods to approved vendors.

Responsible for tracking, measuring, reporting and evaluating vendor performance.

Troubleshoots all vendor problems and presents to senior leadership as required.

Identifies improvement areas of vendors and works closely with all stakeholders to prepare solutions.

Identifies and implements continuously enhanced efficiency associated with vendor management plus produced fulfillment.

Participates to formulate workflow processes, methods and policies for applying vendors.

Ensures to collaborate with IT, Recruitment, Project Management, Operational areas to assure vendor partners effectively manage plus contracts are completely leveraged.

Prepares processes and analysis of their impact on the business.

Monitors contractual agreements for all IT functions of vendors.

Stimulates steady process enhancement to present increasing operational efficiency in entire business partner processes.

Supports to explore expansion across new business lines in digital marketing.

Client Services Operations Lead

Johnson Controls Inc, Makati City

Nov 2013 – Feb 2015

Leads the management team in all aspects of customer service operations and sales, workforce management, training and quality assurance for the Manila and China sites. Supports the ongoing development of the GWS Request Management and ensure the internal alignment of global teams. Owner of Request Management services delivery at respective centers to ensure that the centers have the optimum number of resources working at any one time to provide the services to the customer within agreed SLA's. Responsible for implementing quality processes into the centers. Responsible for making sure new staff are hired in a globally consistent way with appropriate language skills. Maintains ongoing reviews with implementation team to monitor transitions and insert assigned projects into mainstream operations during the final handover stages. Engages with the Enablement Team to support FM Platform transitions and migrations and new accounts to ensure infrastructure stability and successful Day 1 request management service. Works with Global Operations Leader to develop and implement ongoing strategic initiatives to promote continuous improvement and optimization of request management service and recommend changes to refine our offering and execution.

Developed processes for tracking and root cause analysis of customer interactions, transactions, complaints, comments as well as actions taken, processed orders, and resolutions.

Applied Six Sigma and COPC principles to enhance operational compliance and workforce management, quality control, and process improvement activities, enabling 5% fixed expense and 20% operating expense reduction.

Responsible for billing and P&L.

Responsible for the successful transition and Go-Live of several high tiered clients in the fields of banking, aerospace, medicine, transportation, finance, and healthcare.

Created and designed the Succession Plan using the 9-box grid and the 7 Step processes.

Developed a CSAT program utilizing data capture from calls thus providing the center with customer insights which in turn increased the level of satisfaction from clients and was reflected in survey results.

Handles and manages escalations and provides root cause analysis on issues. Provides recommendations that will resolve issue with the least impact in CSAT.

Responsible for bringing in new business and expansion of clients in relation to call center scope and services.

Created the Global BCP covering Manila, Bratislava and China.

Global Program Manager

ACS - Xerox Business Services, Pasay City

Oct 2012 – Apr 2013

Managed and supervised Finance, Human Resources, Operations, Compliance, Training and Quality activities in support of three countries: Brazil, France and the Philippines of Apple for their sales, voice and chat sales LOBs with over 300 FTEs locally. Coordinates with each country’s program Operations leader to ensure all lines of businesses (customer care, sales, back office and tech) are properly resourced and operationally sound based on the SOW?s. Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives such as enforcing PCI-DSS security compliance training in the Brazil and France programs which handles credit card information. Oversees the implementation and management of COPC in three countries which includes formal training, conducting audits, mentoring and professional development. Establishes operational objectives and work plans and delegates assignments to individual contributors or subordinate managers. Acts as a conduit between the client and Operational leaders and subordinate managers.

Created the BCP for the Philippine site based on COPC Family of Standards

Spearheaded a headcount and payroll reconciliation audit to identify issues, root cause analysis in staffing and payroll errors resulting in streamlining a more stringent process for departments concerned.

Managed to solve customer complaints regarding erroneous billings and multiple complaints of different nature.

Created the escalation process for Manila, Brazil and France which was integrated into training.

In charge of any new international site pre-launch phase and implementations and responds to RFPs of clients.

Creates necessary CMR (Change Management Requests) that impact the business and financials of the company.

Thoroughly reviews P&L reports, invoicing of all 3 countries and all lines of businesses and recommends appropriate changes and modifications to the invoices and reports before sending this to the client.

Sr. Manager: Corporate Communications (Internal and External Relations)

VXI Global Solutions, Makati City

Aug 2007 – Sep 2012

Manages all communications and advertising campaigns for VXI Global Solutions. Creates, implements, and oversees communication plans & programs that effectively describe and promote the organization, and its services.

Defined communication strategies based on internal stakeholder needs. Focused marketing experience in the development of multi-media marketing materials and a business division strategy Intranet site.

Responsible for giving VXI international presence through CNN International. The company was featured in CNN’s Eye On series from April 30- May 6, 2012. This was shown in over 200 countries with over 250 million people viewers.

Continued boosting corporate branding by instituting extensive community and regional good-will initiatives such as setting up a foundation for the company and maintain regular engagements with various NGOs and government agencies.

Created the Social Media Policy of the company and used social media as an avenue for branding and advertising opportunities that is in line with the Employee Value Proposition of the company.

Tied up with the biggest TV, Cable and Publications Company in the Philippines to bring more visibility and further engage employees in activities that bring pride to the workplace which is aired nationwide.

Re-directed advertising and branding initiatives of the Company while instituting campaigns that saved the company 3M in expenses in just 6 months.

Partnered with Recruitment and engaged them with activities that increased the inflow of applicants and lowered their cost per hire by 20%.

Sr. Manager Strategic Services (OD), Process Improvement

VXI Global Solutions, Makati City

Lead the Compliance Department in on top of role as Strategic Services (OD) and Process Improvement Senior Manager. Developed, planned, organized, and administered policies and procedures for organization to ensure administrative and operational objectives were met. Directed and coordinated activities of the team to ensure continuous operations, maximize returns on investments, and increase productivity.

Evaluated findings of investigations, surveys, and studies to formulate policies and techniques and recommend improvements for personnel actions, programs, and business services.

Key Ambassador in bringing Six Sigma and Project Management classes to VXI in order to educate the leadership team on methodologies aligned to their work and to the strategic goals of the company.

Developed and presented Six Sigma Deployment Roadmap/business plan for Client Relations Managers career path and other employees assigned which substantially reduced errors and increased satisfaction of Operations, and Leadership. Process was adopted as a best practice

Developed Green Belt training materials and curriculum for use at VXI Global Solutions

Spearheaded phase one and phase two of a project called Bring Your Own Process (BYOP) which is aimed to bring existing processes of each department forth and shared as a best practice.

Built the framework of the PMO and assigned Project Managers to handle several projects from different operational groups and Departments saving time and cost to the company.

Developed the succession plan of the company combining the 9 box grid and One Page Plan utilizing stakeholder contribution in the development of the employees.

Client Relations Manager

VXI Global Solutions, Makati City

August 2007 - September 2012

Handled client services, operations and escalations for both Inbound and Outbound Sales LOB's which became the fastest growing program of the company with over 600 FTE’s. Piloted the AT&T account for three LOBs: financial collections, care, and back office. Provides leadership and management of all client focused activity within the company. Manages change of business direction that could result to trimming the program's size to program's end of life.

Serves as Client’s primary point of contact for concerns, complaints and issues regarding the program such as: performance, system issues, reporting, recruitment, training, planning for expansion.

Conducts risk assessment and root analysis studies than can critically impact the business and present the results and recommendations to Senior Management for approval.

Provide leadership and management to Operations and provides an internal performance audit and review capability.

Analyzes the performance trends of agreed upon Key Performance Indicators and makes recommendations for improvements.

Improved the VOC by instituting action plans addressing performance deficiencies.

Creates the monthly invoice for clients and prepares P&L reports.

Business Development Manager

Optimum Source Inc., Ortigas Center, Pasig City

September 2006 – May 2007

Works directly with the COO and President to create/defining new sales business strategies, initiatives and follow up to implementation. Developed concepts for marketing collateral. Managed client relations.

Utilized all assets and resources available, maximizing employee productivity and performance to achieve corporate goals and objectives.

Reduced staff personnel while improving response time and communications between corporate services and other departments within the company.

Created and defined a comprehensive marketing plan combined with an in-depth sales strategy; identifying potential clients, partners and market segments.

Wrote and standardized the company’s marketing portfolio which included operational and technical aspects of all services and products.

Created the lead generation process utilizing resources available and recommending added resources that would prove beneficial to the company.

Responsible for bringing in a prominent name in the US of an airline through lead generation.

Sr. Team Leader

Etelecare, Makati City

April 2003 – December 2004

Leads, manages & monitors the performance of team members to ensure efficiency in operations and meeting of individual & group sales targets. Accomplished performance appraisals, weekly reports, and conceptualized program wide motivational activities. Developed staffing plans, work schedules, budgets, and time lines.

Established organizational training objectives that resulted in a 30% increase in productivity.

Responsible for all aspects of operations on the inbound shift.

Handles escalation calls from irate customers, and provides them with a specific turnaround time to action their concerns.

Implemented a vendor-partnering program while initiating a vendor analysis program.

Additional Work Experience

Owner December 2003 to Present

Home Kitchen by Rina Metro Manila

Operates a small food business

• Cooked and created gourmet food for parties and other catering services

Events Manager (Project based) October 2002 to February 2003

DDB Philippines Ortigas Center, Pasig City

Created agency new-business pitches that resulted in new clients and growth of 45%. Conceptualized and implemented campaigns involving the onsite selling of beauty products combined with skilled and professional consultations.

• Pioneered the first Neutrogena Corporate Tour focusing on corporations/businesses composed mostly of women.

• Coordinated all aspects of events including planning stages through completion

• Screened, hired and trained temporary personnel representing sponsors at events

• Planned, organized, and coordinated public relations activities for health and beauty products manufacturer

• Organized product launches, industry award presentations, conventions, seminars, workshops, and private parties

Customer Relations Manager January 2000 to October 2002

Interhealthtechnology Ltd Makati City

Recognized for delivering quality service and products and for developing loyal customers, resulting in impressive sales. Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems. Possess effective communications skills, and work well with others at all levels.

• Launched the first B2B pharmaceutical website in the Philippines.

• Responsible for the media launch, press lunch and coordinated all aspects of event to ensure a success rate of 65% presence of media.

• Acted as the spokesperson of the Company for media conferences, events and other media events.

• Trained in and maintained excellent interpersonal and communication skills that complement proven creative problem solving capabilities.

• Analyzed problems and anticipated customers' needs.

• Recognized for outstanding and timely follow-up on data input.

• Participated in the intensive training for IT and product knowledge and Call Center information, technology and operations.

• Constructed the first online survey for existing customers which resulted in rapid responses and improvements thus providing exceptional customer service.

• Identified and networked with prospective clients, generating business from the existing accounts and achieving profitability and increased sales growth by 60%.

• Wrote a manual about the business and the website to assist present and potential customers in understanding the nature of the business. Resulting in a 75% increase in membership.

• Proposed and set up an in-house call center help desk composed of 10 CSR’s in the PH and HK offices

• Developed a training program used by over 300 salesforce personnel, in line with customer service strategy and market positioning

Special Events, PR and Promotions Manager March 1993 to December 1999

Communications Advantage Inc. Makati City

• Pioneered the “Cuervo Shoot Outs” regional lifestyle weekends for bar customers, resulting in 40% growth sales.

• Handled all facets of public relations operations.

• Successfully managed logistics and physical setups for client events.

• Planned and executed International Trade Shows, Marketing programs, Public Relations campaigns

• Worked closely with the station research director to study audience demographics in order to determine appropriate promos to create for targeted results in specific time slots

• Advised on and developed client crisis strategies

Customer Relations & Marketing Assistant November 1990 to March 1993

China Banking Corporation Ortigas Center, Pasig City

Responsible for processing new accounts. Managed accounts payable procedures, consolidated monthly balance sheet, monitored inventory and collections, set up new accounts, maintained general cash functions, applied payments, and directed billing process.

• Contacted patrons whose checks were returned and followed established procedures to make payment arrangements.

• Coded checks, monthly journal entries, bank reconciliations and financial statements.

• Effectively developed customer base through prospecting and networking.

• Developed territory by maintaining business relationships with approximately 60% existing and prospective customers.

Part Time Employment

Executive Assistant March 2006 to August 2006

Department of Tourism Manila

Journalism Teacher June 1996 to March 1998

OB Montessori Greenhills, San Juan

Life and Leisure Columnist January 1996 to December 1997

The Evening Paper Makati City

Special Projects Consultant January 1999 to December 1999

Robinsons Land Corporation Mandaluyong City

Education

B.A., Humanities & Communication Arts 1990

De La Salle University Taft Avenue, Manila

Candidate for best thesis award. Honors and Awards: Dean's List

H.S. 1986

Assumption College San Lorenzo Village, Makati City

Honor Student Award

Personal Information

12/18, Single. Fluent in English, Filipino and Spanish. Lived in: the USA, Europe and the Philippines. Interests include: Cooking, Drawing, Reading, Tennis, Badminton, Shooting, Computers and the Internet. High Level stress tolerance. Enthusiastic and experienced in overseas travel.



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