Customer Experience Project Manager
Resume:
ady5rz@r.postjobfree.com
Marikina City, Metro Manila
C O N T A C T P R O F I L E
S K I L L S
C E R T I C A T I O N S
W O R K E X P E R I E N C E
People Management
Strategic Planning
Program / Vendor Management
COPC Registered Implementation Leader
COPC Inc.
2017
Registered to implement the COPC family
of standards.
Retail Operations Manager
Sunnies Inc / Face Party Inc
Grew the business by 187% between 2021 and 2022 (same stores comparison, increased the revenue by 84M in peso value, additional 18,000 units sold vs target)
Maintained minimal labor cost at 10% based on total sales achievement. Established audit and inventory process with relevant teams. Improved in-store customer experience. Store related complaints was only 0.00067% versus overall transaction count in 2022 to present. Employee retention at 90.16%
Decreased paper bag usage by 3,000 units by consistent rallying of sustainability across all stores (Skip the bag initiative) 2022 - Present
I am a certified COPC Implementation Leader, with vast experience in Training and Development, Retail Operations and Customer Experience. L A N G U A G E S
English
Tagalog
Korean
C E C I L I A M A R I S A N G E L I O
Customer Experience Manager
Sunnies Inc / Face Party Inc
Maintained consumer complaints below 2% versus overall transaction count per month.
Established a complaint handling system. Acquired a ticketing system that can help monitor and quantify and address all messages in a timely manner. Maintained a Response Rate of 99% using the ticketing system. Facebook - 99%, Twitter - 99%, Lazada - 90% (passing is 75%), Shopee - 95% (passing is 85%) Achieved a Resolution rate of 99% in 2021 across all platforms. Established Training across all brands (Eyewear and Cosmetics). This inlcudes creation of training plans and modules.
Helped improve hiring process by working closely with Talent Acquisition in baselining minimum competencies required for each role. Facilitated initial training classes for both Eyewear and Cosmetics 2018 - 2022
Training
ady5rz@r.postjobfree.com
Marikina City, Metro Manila
C O N T A C T W O R K E X P E R I E N C E
E X P E R T I S E
R E F E R E N C E S
VJ Aurelio
ady5rz@r.postjobfree.com
Popples Flores
ady5rz@r.postjobfree.com
Project Manager / COPC Implementation Leader
Teleperformance
Overseas COPC Certification Process of the site and contributing directly to its success by project managing the open items and KPI's that needs improvement. Worked closely with Operations, WFM, Recruitment, Training and Quality teams, providing guidance within all necessary departments in order to set the seal in compliance to COPC and to achieve the company and/or client requirements. 2016 - 2018
Training Manager
WNS Global Services
Identified training needs of the program handled through job analysis and regular consultation with business managers.
Designed and expanded training and development programs based on the organization's needs.
Efficiently worked on the training programs within the allocated budget, kept costs to a minimum while keeping an eye on the return of investment. Streamlined training plans and programs for all lines of businesses managed. Amending and revising programs as necessary.
Monitored 30, 60, 90 day progress of all training classes facilitated by the training team.
2013 - 2016
C E C I L I A M A R I S A N G E L I O
Retail Operations
Training and Development
Customer Experience
Fred Castro
ady5rz@r.postjobfree.com
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