Project Manager | Customer Experience

Overview

Looking for full-time work (8 hours/day)

at $25.00/hour ($4,400.00/month)

Post-graduate degree (Masters, Doctorate, etc.)

Last Active

September 25th, 2023 (8 days ago)

Member Since

March 31st, 2019

Profile Description

I have over 12 years experience in managing teams and projects in both the business process outsourcing (BPO) and startup companies. 
I worked in the BPO industry between 2008 to 2017. I started as a call center agent for GE Money and rose from the ranks and became operations manager for almost 5 years. As an operations manager, I managed 70 - 100 associates. I also mentored associates in delivering excellent customer service by telephone and email. I ensured that client and company’s KPI's and service level agreements are met month-on-month. Moreover, I was a member of the pioneer batch who transferred the call center operations of Aetna International in the US to the Philippines. I also handled the project of transitioning the tools to the OpenHealth system. 
In early 2017, I was recruited as a Customer Experience Head for a startup company for a global mobile e-wallet that can be funded by digital assets, Texcent Asia. As the head for customer experience, I managed the customer support experience, digital marketing and creatives, and oversaw the fraud, KYC, and compliance. I made sure that daily operations are going smoothly and within schedule, and meets target KPIs. I also created processes and standard operating procedures, website enhancement, and continuous process improvements. 
In the middle of 2019, I transferred to a work-from-home setup as a project manager for Prioritize Success, a digital marketing company which is based in the US. I am responsible for daily management, creating and distributing projects to the team, and making sure that they are delivered on time and within budget. I am also responsible for creating process workflows and improvements, and automations via Trello, Dubsado, Zapier for the teams to have a smooth process from team member and client onboarding until project delivery. I also use LucidChart, TeamGantt, and Google Suite in managing projects.
Lean certified and Six-Sigma/Greenbelt trained and tested.

A Blockchain enthusiast.