Head of Operations

BRENNA B. EVANGELISTA

No. * Ferrari Street, Fairview Park Subdivision

Quezon City, Phils.

Mobile +639**-***-****

Email address: **************@*****.**.**

PROFESSIONAL BACKGROUND

Ms. Evangelista is a BA degree holder in Economics from Collegio De San Juan De Letran in the Philippines. She is a business professional with over 2 decades of years of work experience in the telecommunications, Call Center, Sales and Property leasing industry. Her career commenced in Customer Service/Call Center. Since that time she has worked for the market leaders in Telecoms in the Philippines and has seen her career move from Call Center Management through to Business Development, Marketing and Sales. She commenced her career with SMART TELECOMMUNICATIONS, the leading mobile cellular company in the Philippines. She managed the customer service facilities of both Cebu and Manila for 6 years. During this time she was instrumental in SMART’s success by developing improved linkages to the business and commercial divisions, making SMART’s customer service a market differentiator.

In 1999 she was invited to join Sky Cablenet, as Head of Technical Customer Support. Cablenet is a wholly owned subsidiary of Sky Cable and is a provider of cable internet services. Ms. Evangelista again set the scene for a radical improvement of the overall business by placing customer service as the heart of the business. Her analysis of statistics and customer activity measurement policies developed her business management skills, which placed her in a defacto guiding management role of other departments such as sales and marketing. She remained with Sky Cablenet for 3 years.

In 2003, PLDT., the “Philippine Long Distance Telephone Company” head hunted Ms. Evangelista to return to the PLDT group, specifically to head their new international subsidiary, PLDT Global Inc’s Customer Service. PLDT Global was the group’s offshore division tasked to set up business units across the globe to serve the country’s overseas foreign workers. Whilst undertaking the role Ms. Evangelista was tasked to hold concurrent positions and was involved in direct business management. As a result, the company placed her as an integral part of the group’s executive product development and product management team. Whilst still responsible for core support development and service, she spent a good deal of time in the international business units assisting them set up their new emerging businesses. In 2005 she was assigned to PLDT UK Limited as Head of Marketing and Sales. In this capacity she was responsible for the market success of the company’s new GETSMART service. This product was a new concept and required a number of new and imaginative programs to capture customer’s imagination and secure market share. Ms. Evangelista reshaped the service profile, still in its infancy from launch and successfully increased the customer acquisition rate. Whilst engaged in this overseas role the core customer service also reports to her as the company’s most experienced support executive. Ms. Evangelista is an Executive Officer and a Board Director of PLDT UK Limited. She held all three positions simultaneously. In 2007 she again joined anther Telecoms company, this time a UK based Telco company as SVP for Sales and Marketing. She stayed in the UK for another 2years. From 2009 up to present, she has held various Senior Sales / Business Development roles. With her international experience, Ms. Evangelista has a proven ability to work effectively with diverse culture, nationalities & personalities. She is resourceful, well organized Executive, with the ability to balance competing priorities and tight deadlines. Known for quality, timely completion of projects, she is tactful, mature and flexible.

Areas of Expertise

Market Program formulation

Development and execution of Sales strategies and tactics

Business Economics & statistical measurement

Data analysis and interpretation of statistics

Support services integration into multifaceted business

Set-up and Management of Call Center, Help Desk, Telemarketing & Inbound customer service and sales services

Customer (Consumer/Retail & Corporate) Acquisition & Relationship Management

Sales (B to B and B to C)

Telemarketing

Field Sales

CRM System & Process Design/Development

Project Management

Service Automation

Achieving & Maintaining Service Level, Targets, KPI & Quality Standards

Customer Service Management and Set up

Account Management and Retention

Strong people management

Mastery of Labor Law

Professional Experience

Operations Head FAST TRACK FBA LIMITED - June 24, 2021 to present

Company description: Fast Track FBA operates a range of services to support Amazon Sellers in running eCommerce stores, selling on the Amazon marketplace. Fast Track FBA has three core products, one a lead service that provides information on where to find a product that you can buy low, to resell high, for a profit on the Amazon marketplace. The second service is a recruitment service for virtual assistants, to work within other Amazon sellers businesses. And the third is software based that hewlps an Amazon seller automate reports & his operations. Brenna B. Evangelista

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Over the last year, Fast Track have nearly doubled their headcount and this shows no signs of slowing down as we now expand into the USA market and Wholesale Market. All our content, services and products are educational-based around training and supporting our clients in selling on the Amazon marketplaces and alongside our own journey on the road to make £1,000,000 sales quarterly in 2022 in our own Amazon UK & Amazon US business which is separate to the three core products. This position is responsible for meeting overall operational, financial, and client expectation goals and for the effective operations and growth of existing programs through consistent delivery of operational performance excellence. This position leads a team of 10 direct reports and 100 team members. Professionals who are responsible for client and internal interactions related to planning, service delivery, profitability, and company direction to support the achievement of short, medium, and long-term objectives. Additionally, position will develop a high-quality collaborative team that maintains and upholds all Company policies, procedures, and mission & vision.

The duties and responsibilities include, but not limited to:

In charge of putting together the company’s growth strategy and budget. Implement directives on growth.

Putting plans together to maximize the company’s and asset’s growth.

Ensure that knowledge and efficiency get maintained across all operating platforms.

Conduct cost-cutting efforts

Achieve financial metrics such as gross revenue, net profit, efficiency per employee, and all company wide KPI’s.

I also have to deal with accounting and banking procedures.

Ensure an engaged and skilled staff, and drive employees and managing performance.

Implementing better business procesess.

Collaborate with leadership team to create a climate of collective responsibility and accountability.

Achieve company and customer expectations, by ensuring adherence to key performance objectives.

Day to Day tasks:

Consulted by Business Heads for HR matters; Provides HR guidance when appropriate

Cascades and implements corporate HR projects and initiatives to his or her assigned division

Analyzes trends and metrics in partnership with Department Heads to develop solutions, programs and policies

Manages and resolves complex employee relations issues; Conducts effective, thorough and objective investigations

Provides day-to-day performance management guidance to line management which includes coaching, counseling, career development and disciplinary actions discussions

Works closely with management and employees to improve work relationships, build morale and increase productivity and retention

Provides HR policy guidance and interpretation

Brenna B. Evangelista

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Identifies training needs for business units and individual executive coaching needs

Provides guidance and input in business unit restructures, workforce planning and succession planning

Manages the daily, weekly and monthly KPI’s of all Departments (from Department Heads to Team Members)

Provides support to achieve KPI’s and OKR’s set by the company

Mastery of Labor law and how it applies to remote employees

Oversee recruitment and payroll services

Provides recruitment and sourcing strategies for required positions and volume E-STRATEGY/TRILOGY Medical Waste Disposal Solutions is set out to build the best company in the regulated waste industry by recruiting and hiring proven experts in operations, sales and customer service. Currently the second biggest company in the industry of Regulated Medical Waste disposal in the US. Their collective decades of experience produced innovations for transportation, treatment and disposal of multiple waste streams. They have invested in new technologies to help healthcare facilities across the U.S. efficiently manage complex requirements for compliance with a host of regulatory agencies, including OSHA, HIPAA, EPA, DEA and others.

E-STRATEGY/TRILOGY- (Health Care Industry) Medical Waste Disposal Solutions, Head of Sales & SErvice Center for Manila Site from April 2015 to Nov 2020. She has been working with Trilogy in the Manila Office with a multi-role function. Leads generation, Sales, Customer Service, After Sales Support and Account Management are her Team’s main focus. Under Sales, she is not only committed to hitting customer acquisition targets but also committed to seeing that each member of the team is performing at his or her top level. Included in her task to deliver: 1. Set up the entire Manila site from ground zero - Telemarketing, Customer Service and back room support teams.

2. Monthly quotas for new customer acquisition through outbound & inbound telemarketing for various line of businesses

3. Leads generation and qualification

4. Customer Service

5. Training and Development

6. Product, Sales, customer Service and System Training/coaching/Mentoring 7. Account Management to ensure continuous revenue growth 8. Account retention efforts such as contract renewals, minimize customer defections, etc.

9. Ensure the stability of the operations of the Manila Team in terms of labor, vendor relationships, payroll management, hiring, training and all other aspects related to running the Manila Operation smoothly.

10. Ensure compliance with Philippine labor law.

TELEDEVELOPMENT – HR Support Services for BPO, Call Centers and KPO Director for Business Development - September 2011 - September 2012 a. Directly responsible for all sales activities, reporting directly to the President. b. Responsible to acquire, manage and maintain the strategic relationships – design joint promotion activities aimed at generating business growth of the company’s services.

Brenna B. Evangelista

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c. Liaise with executive level management in the current client base and newly acquired clients.

d. Public speaking on behalf of the company and its products and services. e. Represent the company with high level communications within the industry f. Approve all company publications including subject content of public domain materials.

g. Manage the company’s sales team – ensures that the agreed targets are met h. Organize and specify sales and marketing initiatives necessary to meet targets and maintain branding in the market place. i. Prepare and implement sales targets and strategies. j. Monitor and manage sales results, budgets and forecasts. Prepare statistics and data for reporting to the CEO.

k. Develops and documents business processes to ensure smooth product and service delivery while efficiently utilizing available resources. l. Ensures smooth delivery of services for the clients m. Manage the end to end sales process – from acquisition (Acquisition of new clients to meet over all group targets) to account management in order to achieve client retention. Latest clients/Accounts:

- Transcom

- TelePerformance

- Accenture

- Infinit-O

- SPI-Global

- ADP

- Stream Global

- HTMT (Hinduja Group)

- Sutherland

- Trend Micro

REGUS – ROHQ, office leasing, Video conference, Meeting room booking and Virtual offices

Sales and Service Center Regional Director for Asia Pacific August 1, 2010 – August 2011

Build coach and develop high performance sales and service teams covering 20 countries across Asia Pacific

Develop and maintain product awareness across all products covering 20 countries across the entire Asia Pacific.

Ensuring results delivery in all areas of service and sales for all products

Ensure that the entire team meets set KPI’s and over achieve targets

Management of global headcount and service delivery

Internal client liaisons – work closely with the Regional Directors & Regional Vice Presidents of all regions for the entire Asia Pacific

Managed all global administrative roles as required by developing metrics and tactical plans to drive efficiency

Business performance management

Performance management, tracking, monitoring and improvement TELEDEVELOPMENT - HR Support Services for BPO, Call Centers and KPO Director for Business Development-October 2009 to July 31, 2010 Brenna B. Evangelista

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n. Directly responsible for all sales activities, reporting directly to the Chief Executive Officer. Or in his absence the VP of Operations. o. Responsible to acquire, manage and maintain the strategic relationships – design joint promotion activities aimed at generating business growth of the company’s services.

p. Liaise with executive level management in the current client base and newly acquired clients.

q. Public speaking on behalf of the company and its products and services. r. Represent the company with high level communications within the industry s. Approve all company publications including subject content of public domain materials.

t. Manage the company’s sales team – ensures that the agreed targets are met u. Organize and specify sales and marketing initiatives necessary to meet targets and maintain branding in the market place. v. Prepare and implement sales targets and strategies. w. Monitor and manage sales results, budgets and forecasts. Prepare statistics and data for reporting to the CEO.

x. Develops and documents business processes to ensure smooth product and service delivery while efficiently utilizing available resources. y. Ensures smooth delivery of services for the clients z. Acquisition of new clients to meet over all group targets. SGS INTERNATIONAL LIMITED - SVP for Marketing/Business Development/Customer Service/Call Center – June 2007 to Sept 2009 To inspire, lead, support and manage the company’s off-shore and in-house Service Partners which includes management of partners in the Phils. like Globe, Call Center in the UK and Phils. And it’s back room support, Sales operations in the UK and managing other related vendors. Ensures the delivery of all contract targets and operational kpi’s within the desired culture and values of the organization.

Represents SGSI in the Phils. In terms of negotiations and commercial arrangements in terms of carrier relationship, acquisition of new services, vendor management, Call Centers, etc.

Creating an environment that facilitates a learning and progressive attitude to the possibilities so that we continually review and refine the service and processes in order that we attain the highest possible levels of customer satisfaction and business growth. Continuous process and service improvements. In terms of operations and product.

Ambassador of SGSI in every aspect of the business during my performance and interaction with key decision makers within our Service Partner organisations. Acted as the company’s representative in the Philippines that builds stronger links with; the wider community, local and national Government representatives and Industry bodies. Worked together with vendors and partners to ensure the company’s goals and targets are met.

In addition to this, she worked closely with the head of Product Development to identify areas of development in the current product offering.

Developed and delivered an off-shore and in-house marketing and service strategy which delivers the service objectives and targets set by the company.

Set the local targets to optimise performance to achieve the contractual agreed targets and kpi’s; Worked with the local management team to Brenna B. Evangelista

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drive optimal performance for operations – with partners and off shore call centers

Lead and co-ordinate the off-shore service partners team to carry out audits to identify gaps in operations and strategies applied. Continuously undertake financial and compliance audits and recommended appropriate corrective actions when necessary.

Working with SGSI’s Legal, Audit and Compliance Teams, and our Service Partners to create and agree plans to deliver robust procedures and strategies to ensure that goals are met together with all legal and regulatory requirements.

Carried out all HR and development requirements in relation to the UK office site subordinates and also ensure that they are cared for within the environment in terms of their working conditions, Health & Safety and their personal development. Carried out performance reviews in accordance with the companies procedures and identify opportunities to deliver training plans/coaching sessions.

Executed relationship management skills to build a robust partnership with our Service Partners that supports the company’s business strategy and continually drives the day to day service to delight our customers in a way that sets us apart from our competition.

Partnering with the other members of the Service Partners and in-house teams and acted as an interface between the Call Center and Business partners of SGSI as an escalation point for all aspects of the Call Center and the business. This would also include developing a close working relationship with the Head of the Service Partners to ensure that the customer experience is met, strategies are in place and projects are developed.

Leading weekly/monthly/quarterly business and Call Center operations reviews to provide understanding of the Call Center and Business realities to drive the initiatives to achieve targets for 2009 – targets in terms of Business and KPI’s for the Call Center.

AVP for Sales and Marketing, PLDT UK (UK presence of PLDT and a wholly owned subsidiary of PLDT Global) - September 2004 to October 2007 Assigned in the UK as Head of Sales and Marketing. Executive officer of the company and member of the board of PLDT-UK.

Key Responsibilities:

Directly responsible for sales (including Telemarketing & Field Sales) and operational strategies to maintain customer loyalty and attract new client group/industry

Develops programs for leads generation activities

Responsible for design, implementation & monitoring of marketing programs to increase usage & revenue

Identify, plan and attends events to create product awareness

Public speaking on behalf of the company and its products and services

Conducts regular market study on customer preferences in a well-defined market segments

Negotiates third party supplier contracts and partner management

Keeps tract of competitor’s activity and market information and updates product management

Brenna B. Evangelista

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Develops and manages products and services targeted to a well-defined market segment and in accordance with the departments established business objectives

Develops and documents business processes to ensure smooth product and service delivery while efficiently utilizing available resources AVP for Customer Service/Call Center Services – PLDT Global (International Carrier, wholly owned subsidiary of PLDT) – December 2003 to September 2004 PLDT Global is an international carrier with points of presence in London (PLDT UK), California (PLDT US), Central Hong Kong (PLDT HK) and Orchard Road, Singapore (PLDT SG) and soon in Australia, Japan and Taiwan. All points of presence offer three major products: Wholesale Business, Enterprise/Bandwidth & Retail. Customer Service support for all three products are run in the Head Quarters – Manila Office. Key Responsibilities:

ired to set-up the Customer Service /Call Center Services – composed of the Call Center, Telemarketing and Technical Help desk. Vendor management – as part of the Call Center requirement was outsourced to Vocativ (ePLDT) & ICON (SMART) – an international provider of outsourced Call Center support.

Ensures Service level and quality standards are maintained for all 3 groups

Centralized the Customer Service Center of the company for all operating points of presence

Provides general customer service support (including front line Customer Service) for the company’s retail products (post paid products, pre-paid cards and MVNO) across all points of presence

Provides first & second level technical support for the Wholesale and Enterprise business across all points of presence.

Vendor Management

Escalation management from end to end

Established procedures and designed all tools/CRM being used in the day to day operations

Recruitment & training

Data & statistic analysis for operational and product improvements Senior Manager (Department Head) – Technical Support Center – Skycablenet

(Internet service provider using Cable Modems) – December 1999 to December 2003 (Lopez Group of Companies) – Quezon City

A wholly owned subsidiary of Sky Cable, SkyCablenet is an Internet Service Provider using Cable modem technology. Hired to set up the Technical Customer Support Unit of the company. The unit is considered as a “one stop shop” wherein it provides technical support, first level billing support & comprehensive product information. The team is composed of Internet Support Analysts operating on 24 hours daily, 7 days a week. 1999 to 2003

Brenna B. Evangelista

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Involved in the set up of the Customer Support (Help desk with General Customer Service function). Reports directly to the General Manager, represented the Customer Service Operations in the MANCOM. Initiates various programs, plans, policies and procedures that will further enhance customer satisfaction and the operations of the entire Customer Support. Manages escalation process in order to attain timely resolution of operational problems & customer complaints. Responds to employee questions on product matters, ensures that complaints are resolved within agreed standards, provides training to new hires and ensures that processes & standards are strictly implemented. Coordinates with various groups/departments within the company in order to attain necessary support. Key Responsibilities:

Formulates and recommends policies & procedures for the Customer Service Department Initiates policy formulation and revisions related to Customer Service Operations. Created and successfully implemented various procedures & system enhancement which ensured consistency in the operations, service levels & productivity.

Determines and establishes system enhancement - Identifies operational requirements, prepares and completes enhancements in the system and other automation needs.

Trainer - ensures all training needs within the department are addressed, conducts training on topics of expertise, provides coaching in the day to day operations to ensure learnings are instilled.

Targeted selection process – hires replacements of subordinates who have been promoted. Ensures that subordinates are directed to a career path depending on their strength.

Project management – initiates and implements projects that will further improve customer satisfaction.

Call Center Management – manages the day-to-day operations of the Call Center, includes quality monitoring in the daily output. Ascertain that service levels and over all targets are met. If necessary, provides tools that will further enhance operations of the Call Center.

PILIPINO TELEPHONE CORPORATION / SMART TELECOMMUNICATION (July 1994-Nov 1999) – Ayala Avenue, Makati City

Leading Cellular Service provider owned by the PLDT group. Manages a total of 200 call center agents with 20 Supervisors. Reports to the VP of the entire Customer Service Division. Provides a one-stop shop to customers. Executes the objective of the Customer Service Division and functioned as a marketing arm.

Manager for (Unit Head) Manila Call Center – manages 3 units for the Manila Call Center: SMART TELECOMMUNICATION

Outbound unit/Telemarketing unit, Quality Assurance Unit & Admin Unit

Manager for (Unit Head) Cebu Call Center – manages 2 units for the Cebu Call Center:

Inbound Unit & Technical Unit

Brenna B. Evangelista

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Key Responsibilities:

Set up the Call Center’s outbound/call-out/telemarketing unit

Managed the daily operations of the above mentioned units concurrently with 200 work force

Analysis and recommends improvements/changes of the Call Center processes in relation to the Business Centers

Involved in the development of system support which will further automate manual job function within the Call Center Division

Standardized and updated the processes & recommends necessary system support for use of the entire Customer Service Group (Call Center & Business Center)

Recruitment & Training

Ensures quality in daily output/transactions/operations

Develops spiels/scripts & tools for telemarketing and service improvement initiatives

Reports generation, data analysis and interpretation. Then, formulates recommendations

Customer relationship management/Complaint resolution/customer handling

Set-up the New Call Center for the use of SMART - a 250 seat center with an expansion capability of up to 500 seats located in Edsa Shaw. PERSONAL INFORMATION

Birthday: June 14, 1970

Status:Single

Interests: Reading, Movies, Food and Travel

Brenna B. Evangelista

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