Customer Experience and Support Manager

JALIL GORIGAO MANGACOP

E-mail Address: **********@*****.***

Mobile Number/WhatsApp: 091******** (PH)

Address: Grand Central Residences, Sultan St.,

Brgy. Highway Hills, 1550 Mandaluyong City, PH

Career Background:

Position Company Duration

Customer Service Manager Azura Fashion Group 18/05/20 to 15/03/26 Job Description

Azura Fashion Group is an Australian online retail company that bridges the gap between suppliers, brands, and resellers, providing a seamless platform to connect with customers worldwide. As the Head of the Customer Service Department, I play a pivotal role in ensuring a superior customer experience by overseeing all aspects of customer support operations. My key responsibilities include: Leading the Customer Service Team – Managing, training, and mentoring a team of customer service representatives to deliver exceptional support.

Optimizing Customer Experience – Implementing strategies to enhance customer satisfaction, resolve inquiries efficiently, and improve service quality.

Handling Escalations and Complex Issues – Addressing high-level customer concerns, complaints, and disputes to maintain brand reputation.

Developing and Enforcing Policies – Establishing guidelines for handling orders, returns, refunds, and customer interactions.

Monitoring Service Metrics – Tracking KPIs such as response times, resolution rates, and customer feedback to drive continuous improvement.

Cross-Department Collaboration – Working closely with sales, logistics, warehouse and suppliers to streamline processes and ensure a seamless customer journey.

Implementing Technology Solutions – Leveraging automation, and AI-powered solutions to improve efficiency and customer engagement.

Ensuring Compliance and Best Practices – Adhering to industry standards, data privacy regulations, and company policies to maintain service excellence.

Position Company Duration

Senior Contact Center Officer Stores Specialist, Inc. 01/0519 to 15/01/20 Job Description

This is a big change and my role as a Senior Contact Center Officer is to help the company transition from a traditional setup into a more digital and innovative marketplace. Aside from my usual tasks as a Contact Center Officer (see below), additional responsibilities also include Digital Transformation

-Establish an Omnichannel system

-Facilitate training activities for the company employees

-Customer Relationship Management

-Interdepartmental Relations

-Meeting with the key players in the industry

Position Company Duration

Contact Center Officer Stores Specialist, Inc. 05/09/16 to 30/04/19 Job Description

SSI Group is the leading specialty retailer in the Philippines. The company was initially limited to brick and mortar stores but has also opened an online platform. My role as the Contact Center Officer is to help the company successfully adapt to this change. Here is a summary of my tasks. Establish a Contact Center

- Built and managed a customer service team.

- Implemented customer support systems and tools.

- Developed KPIs, scorecards, and performance metrics.

- Created contact center policies and procedures.

Training and Development

- Monitored team performance and productivity.

- Conducted quality assurance reviews and compliance checks.

- Delivered coaching sessions and training programs.

- Improved customer-centric processes and service standards. Reports Analysis

- Consolidated customer feedback and operational data.

- Analyzed trends, customer concerns, and business performance.

- Prepared reports highlighting insights, successes, and improvement opportunities.

- Recommended process improvements based on data analysis. Engagement

- Managed escalated customer concerns and resolutions.

- Collaborated with leadership and cross-functional teams.

- Advocated for customer-focused decision-making across departments. Position Company Duration

Customer Experience and Support Manager Telco Services Australia 15/12/14 - 31/03/16 Job Description

We have 3 major role as a Customer Experience and Support Manager (CESM) Team Management and Development

- Lead, motivate, and develop high-performing teams.

- Drive achievement of productivity, quality, and attendance KPIs.

- Create and implement performance improvement plans.

- Conduct coaching sessions, trainings, huddles, and performance reviews.

- Identify and develop future leaders

Business and Queue Management

- Develop strategies to support business objectives and improve performance.

- Analyze trends and forecasts to proactively manage operations.

- Prepare and present business performance reports.

- Manage key client relationships and escalations.

- Coordinate and facilitate stakeholder meetings.

- Lead projects and ensure successful execution.

Administrative Task (HR / Payroll / Recruitment)

- Manage employee performance and disciplinary processes.

- Ensure compliance with company policies and procedures.

- Maintain employee records and documentation.

- Resolve payroll and timekeeping issues.

- Administer leave management and attendance monitoring.

- Conduct interviews and assess candidate suitability. Position Company Duration

Customer Experience and Support Coach Telco Services Australia 15/06/14 - 14/12/14 Job Description

As a Customer Experience and Support Coach (CESC), we handle quality control and development of our employees by auditing sales they've processed, conducting one on one coaching regarding errors encountered, provide training to ensure speed to competency, process updates to ensure accuracy of their product knowledge. We are also the official SME and do floor walks to provide direct and immediate assistance. I've also been named as a Training Associate during the ramping of the company. I was able to handle two training classes and ensure the trainees will be ready before I endorse them to the production floor by discussing company and HR policies, in depth product knowledge, process demonstration then hands on processing by trainees and by providing coaching and feedback

Position Company Duration

Order Management Officer (OMO) Telco Services Australia 08/10/12 - 14/06/14 Job Description

OMO is a back office account where we process customer orders into our system. Special tasks include:

- Auditing sales processed by OMOs to ensure accuracy and provide feedback

- QA for our sales team by auditing their calls. We determine if they were able to provide utmost customer care, check their product knowledge and see if they were able to meet the standards set by the company. We send constructive feedback to help the sales team improve their performance and ensure customer satisfaction. Position Company Duration

Travel Consultant (CSR) West Contact Services 10/01/11 - 28/09/12 Job Description

This is an inbound CS account where customers call in to make hotel reservations and raise inquiries about the hotels and casinos we service and the tourist spots around the area. Educational Background:

Passed the PH Nursing Licensure Exam December 19 and 20, 2010 Tertiary Notre Dame University June 5, 2006 - March 31, 2010 Secondary Notre Dame of Cotabato June 17, 2002 - March 31, 2006 Primary Elementary Training Department June 2, 1997 - March 27, 2002 Reference:

Available upon request

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