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Work experience

August 2016April 2017

Client Success Manager

Earn More Do Less

Grow new leads, including marketing-qualified leads, by converting site traffic through calls-to-action, landing pages, and lead generation content (including offers).

Optimize our marketing automation and lead nurturing processes through email, content, and social channels

Establish closed-loop analytics with sales to understand how our inbound marketing activity turns into customers, and continually refine our process to convert customers.

Working with internal and external partners to achieve successful execution of the plan

Web analytics monitoring and reporting against key metrics

Search engine optimization tasks – improving page content, ensuring site structure is efficient, keyword relevancy, product names and tags etc

Email marketing – list maintenance, segmentation, execution, monitoring, reporting.

Affiliation partners – administration of contracts, conversion monitoring and corrective actions.

Data input – dependent on organizations particular needs

Keeping up to date with internet and marketing trends and contribute this knowledge as an integral member of the team

Jun 2015June 2016Present

Call Center Auditor

Canadian Business Funding Center

Audits Sales call 

Coaching and feedback, responsible for delivery of the defined customer and sales experience in every call.

Creates Weekly performance report

Calibrate auditing processes between partner and internal teams

Develop creative methods and process for improving core metrics based on audit findings

Nov 2013Jun 2015

Team Manager

Convergys - Xbox

Delivery of,service level components, quality and productivity targets & indicators. People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule.

Monitors calls and chats, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

Training and development of staff. Motivation, leadership for a team of 17 and developing future leaders.

Recommendations for product and process development based on customer feedback and analysis of the same.

Conducts performance appraisal for the team.

Contributes the initial hiring and selecting process of the front line. Compiles reports on team’s performance and customer feedback.

Communication and being a focal point of dissemination of information from management to team and vis versa.

Nov 2012Oct 2013

Trainer

Stream Global Services

Monitor. provide, record and evaluate effective training activities

*Design training programs that can be used to develop or/and improve the skills required for the job

*Implementation and revision of training programs

*Assesses training needs *Develop training methods and materials

*Writes Procedure Manuals

*Presents information ysung a large variety of techniques, including visual materials, team exercises, role playing and decision making skills

*Prepares weekly business review for training and development team to be presented to the client

Mar 2011Nov 2011

Technical Support Representative III for Xbox

Stream Global Services
*Resolves issues with Xbox customers in 15 minutes or less, if possible. The support covers hardware troubleshooting, replacements and escalations, if necessary. *Assist customers with billing queries and explain charges *Educates customer on how to use their console and also how to create online accounts
Feb 2010Feb 2011

Technical Support Representative - Sony 

Hinduja Global Solutions

*Provides technical assistance to customer with their Sony Home theater system *Educates customers on how to use their home theater systems

*Coordinate with repair orders until device is delivered to customer

Sep 2008Jun 2009

Office Staff

St Joseph Manpower and Delivery Services

*Encodes information from hardcopy files into the company's database

*Presents monthly report and business review

Education

20042007

Bachelor of Science (BS) in Nursing 

Western Mindanao State University

Reference