CHERRY ANN

W. CARLOS

D I R E C T O R O F

C U S T O M E R E X P E R I E N C E

A seasoned Leader with over 10 years

of Management Experience. As a

director of customer experience I

ensure customer renewals / retentions

for recurring revenue, develops a

customer health matrix and

methodology to promote customer

growth.

CAREER SUMMARY

- Strategic Leadership

- Skill development and Process

Improvement Skills.

- Customer Experience Management.

- Net Promoter Score Analysis.

- Technical Knowledge in CRM and

other related platforms.

- Performance Metrics.

- Automation Processes.

- Proposal and SOW development.

- Drive Customer Success Outcome.

- Analytical and process Oriented

Mindset.

SKILLS & ABILITIES

Home: +63 2 88209341

Cell: +63-917*******

adlpzq@r.postjobfree.com

Unit 1605-O Bldg 16 Solano Hills

Condo Muntinlupa City.

CONTACT DETAILS

Directly reports to the CEO and partners of Sales for Life. Responsible for the overall operations of CX department. Ensures renewal and retention for key account customers. Provides world class customer experience and a business case for the renewal of contract.

Nov 2020 - Present

PROFESSIONAL WORK EXPERIENCE

Director of Customer Experience - Sales for Life

Implemented Operational metrics and strategies for E commerce Customer Service Department.

Responsible for the creation and execution of different operational work flows.

Responsible for streamlining some of the processes that will enhance CS capabilities and efficiency.

Responsible for the launch of other programs and line of business as an added channel for Ecommerce customers.

Department Head Ecommerce - Watson's Personal Care Stores

May 2020 - September 2020

An individual contributor role

Directly reports to the CEO.

Implemented Operational metrics and strategies

Responsible for the creation and execution of different operational work flows Responsible in hiring and sourcing key people for the organization. Automation Processes and promotes Product Innovation Ideas. January 2020 - April 2020

Head of Customer Success - Lead Generation Company An individual contributor role.

Directly Reports to a CEO.

Client Relationship for Asia Pacific Clients.

Responsible for retention, on boarding, success of our APAC clients. Attends events, engaged in networking and all marketing strategies to help boost sales for the company and client acquisition. APAC Customer Success Manager - Software Company

April 2019 - September 2019

Piloted the Performance Improvement Plan for the assigned 3 lines of businesses.

Effectively oversaw the performance of TSB (Assigned Center) champions and its impact on overall customer experience.

Analyzed and improved organizational processes in both front line and back- office aspects.

Conducted Performance Evaluations, up-skilling and capability enhancement for all direct reports.

Supported Process Improvements / Change Management across all lines of businesses.

Customer Support and Centre Lead - Telstra Phils. Inc. August 2015 - April 2019

Handled 30 virtual agents and 2 supervisors across Metro Manila. Operations include Phone and chat Support in a 24/7 support schedule Created scheduling and Manpower Requirements based on workload forecast for both agents and list of freelance writers.

Assisted in Sales and Marketing activities

Reviewed and Resolved Escalations

QA – Randomly reviewed Calls and Chats for Coaching and feedback. Provided Training and development for New Hires

Headed customer escalations and support, and Vendor Management. Operations Leader - EHBBPO

May 2013 - August 2015

Managed the overall performance of approximately 20 CSRs handling card related concerns.

Reviewed and Resolved Client Escalations / Case management. Provided Daily Quality Monitoring and feedback.

Supervised the overall Training and support for New Hires. Frontline Manager - Genpact Services

November 2011 - May 2013

1996 - 2001

EDUCATIONAL BACKGROUND

Siena Collefe of Taytay

Bachelor of Science in Hotel and Restaurant Management Led and supervised the performance monitoring of tier 1 agents (15 FTE’s) handling payroll services for one of the leading insurance company in the US. Ensures timely issuance of payroll for employees.

Reviewed and recommended the appropriate use/implementation of all benefits like bonuses, compensation/deductions, vacation leave usage and taxes withheld.

Ensured appropriate dissemination of confidential employee data such as financial and social security information.

Supervised record keeping and verifying the reliability of pay data. Team Leader - IBM Business Services

May 2007 - August 2010

Created suitable travel options, flight and accommodation booking options for clients, in accordance with their needs.

Built lasting relationships with clients while promoting different services and offerings including useful travel materials such as guides, maps, and event programs.

Travel Specialist - People Support Phils. Inc.

January 2003 - March 2007

CHARACTER REFERENCE

To furnish upon request.

Contact this candidate