Sales Operation Manager, Client Service Manager, Team Leader
Resume:
Rowena R. Orosco
San Jose St, Rawis Legazpi City, Albay
***********@*****.***
Career Objective: To work in a premier organization which gives me ample opportunities to apply my skills, to grow and to contribute in the most effective manner by being a key and an effective team player.
Summary of Qualifications:
14 years of experience in Sales and Customer Service operation.
Excellent Interpersonal and Communication Skills
A Team Player that can work under minimal supervision
Confident, results oriented and works well under pressure
Excellent Time Management and Project Management Skills
Strong understanding of Contact Center’s KPI’s and SLA’s.
Strong knowledge in Advertising and Marketing strategy.
Work Experience:
TDCX – Singapore
Sales Operation Lead – Facebook Project – April 2020 – October 2020
Manage a team of Marketing Experts supporting High Value Facebook Advertisers.
Provides Leadership and strategic support to achieve operation goals.
Drive team’s performance through coaching, counselling, training and skill transfer sessions.
Create strategies and conduct training such that the performance goals of the team and the site are met.
Meets regularly with cross functional team and Region heads for strategy alignment and performance review
Foster team discipline, communication and morale to strengthen teamwork within the team.
TDCX – Singapore
Client Service Assistant Manager – Luxury Maison Project – March 2019 - April 2020
Project Head- Pre-Sales and Post Sales Client Support
• Responsible for planning, directing and overseeing operation as well as maintaining the project’s work systems.
• Work with Human Resources team to recruit, interview, select and hire project applicants.
• Provide leadership and administrative support to a team of Client Associates.
• Oversee new employee onboarding/ training.
• Foster team discipline, communication and morale to strengthen teamwork within the team.
Client Management
• Meets regularly with brand’s aftersales team and General Managers for strategy alignment and performance review.
• Attend to UAT calls and system set up in preparation for brand launch.
• Leads Quarterly and Monthly business reviews.
Achievement: Acquired two more brands in a span of 4 months.
TDCX – Singapore
Client Service Team Leader – Facebook Project - February 2016 – March 2019
Direct Support (VIP Clients):
Provides Leadership and administrative support to a team of Facebook Client Service Analysts.
Collaborate with external team such as Sales and Policy team in building escalation and process workflow.
Drive team’s performance through coaching, counselling, training and skill transfer sessions.
Create action plans such that the performance goals of the team and the site are met.
Manage workflow, workload and ad-hoc request.
Foster team discipline, communication and morale to strengthen teamwork within the team.
Primary contact point for internal client service queries and escalations.
Process Improvement:
Collaborated with Global Team in mapping out existing process flow to restructure the current Facebook Knowledge Based system as part of their Assisted Structured Resolution Paths Mapping Project.
Data and Quality analysis and process enhancement to improve user satisfaction and experience
Project Lead – Scaled Support (Community Forum and Facebook Online Marketing Campaign APAC)
Heads the project for APAC Regions – Korea, Japan, Greater China, Indonesia, Thailand and Vietnam)
Driving user experience by improving quality of content and satisfaction in issue resolution.
Leads project in allocating headcounts and ensure essential skills and competencies required to optimize.
Meets regularly with cross functional team and Region heads for strategy alignment and performance review.
Constantly identify market trends to strategize and come up with action plans to exceed Customer business and site level KPIs, SLAs and goals.
Achievement:
2017 Best Team Leader (Facebook SMB Project)
TDCX – Singapore
SMB Client Service Associate – Facebook Project - May 11, 2015 – February 2016
Duties:
Provide Customer Service Support to SMB clients in APAC Region.
Support clients with Facebook related technical and advertising queries via email, chat and phone.
Suggest best practices and assist clients in achieving their KPIs.
Analyze client’s campaign so to provide guidance on how to further optimize their ads.
TDCX - Kuala Lumpur, Malaysia
Global Accounts - Solutions Agency Analyst – Facebook Project - November 2014 – April 30, 2015
Duties:
Support Facebook Global Sales Organization clients in SEA and ANZ Regions.
Provide advertising solutions to clients (agencies and advertisers) advertising under Global Sales Organization.
Support clients with their Facebook related technical and advertising queries via email.
Suggest best practices and assist clients in achieving their KPIs.
Provide troubleshooting support to clients for Facebook Products like Adverts, Pages, Advert Manager (old and new), Ads Reports, Targeting, Business Manager, Power Editor and other.
QBE Group Shared Services Center – Manila, Philippines
Service Manager, April 2013 – May 2014
Duties:
Oversee Operations and responsible for establishing and monitoring KPIs
Supervise & mentor Underwriting Support Officers
Manage escalated Issues
Primary contact point for internal client service queries and issues
Manage workflow, workload and ad-hoc request
Track team performance through accurate and timely reports
Motivate and Improve performance and nurture agents towards reaching Operations goal
Identify company’s exposure to threat and other issues for BCP purposes.
Facilitate and conduct BCP Testing
Achievement:
Operations Underwriting Top Supervisor (Year 2014)
Sykes Asia Inc. – Manila, Philippines
Sales Team Manager, May 2010 – March 2013
Duties:
Provides Leadership and Administrative support to a team of Reservation Specialist under Expedia.
Provide action plans such that the performance goals of the team and the site are met
Track team performance through accurate and timely reports
Take ownership of the development of team as measured by the client metrics
Regularly trains team for new updates as well as product innovation
Motivate and Improve performance and nurture agents towards reaching Operations goal
Monitor staffing requirements daily. Coordinate with the Workforce Team to ensure shift schedule is optimized.
Achievements:
Team Lead of the Year (Year 2010, 2011)
Best Team AHT (Year 2010, 2011,2012)
Best Team Converter / Sales Performance (Year 2010, 2011)
Best Team Quality (Year 2010,2012)
ICT Marketing Services Inc. – Manila, Philippines
Team Manager, November 2006 – May 2010
Duties:
Supports, coaches and manage a team of contact center agents/ Telephone Bankers under JP Morgan Chase
Communicates performance against objective with the individual team members and constantly monitors performance in terms of agreed key performance indicator (handle time, quality and CSAT).
Attends to high-level customer complaints received by team members and spends an agreed proportion of time answering queue calls proportion of time answering queue calls.
Conduct call monitoring either by listening in to recorded calls or live calls and subsequently undertakes coaching sessions with team members
Monitor and handle high level email escalations
In- charge of monthly reports and analysis
Achievement:
Top CSAT Performer (Year 2007)
Relevant Skills
Computer Literate (MS Word, MS Excel, MS Power Point)
Basic Six Sigma Training
Proven experience in Performance Management and People Management.
Knowledge in Salesforce.
Personal Information
Birth Date: June 21, 1986
Nationality: Filipino
Languages/Dialects Spoken: English, Filipino (Tagalog)
Education
B.S. in Computer Science
Bicol University, Legazpi, Albay
Character Reference available upon request
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