Ian C.

Served as the primary Account Manager for business owners and stakeholders of managed accounts, regularly communicating to address business requirements and work on strategies to meet KPI targets. Conducted presentations for business owners and stakeholders regarding the team's performance and strategic methods to resolve Any Failed Interactions (AFIs). Directed complete call center operations, overseeing various teams and business verticals. Guaranteed effective performance through KPI data management, identifying improvement areas and initiating enhancements for efficiency. Led migration projects for businesses from North America to ensure seamless transitions and manpower relocation to Manila. Managed client relationships, service delivery, and performance across software-based businesses. Guided team members on their career development paths, facilitating 80% advancement from entry-level to specialist or leadership roles. Collaborated with HR and Workforce for Capacity Planning, achieving a 40% reduction in headcount costs. Enforced preventive maintenance tactics, leading to a 20% reduction in tools downtime. Directed the creation of an advanced telephony system, resulting in a 15% boost in operational efficiency. Participated in the implementation of a Customer Service Management (CSM) tool to enhance ticket tracking and monitoring, resulting in an 85% improvement in response times.

Oversaw Escalation Support Services, addressing high-level customer concerns and critical cases, which contributed to a 90% enhancement in Service Level Agreements (SLA). Provided supervision for team leads and agents to ensure adherence to KPI and service level objectives. Enhanced processes for escalation handling and improved customer satisfaction outcomes, achieving a 70% increase in Customer Satisfaction (CSAT). Led a Technical and POS team of 12-15 members, supporting B2B clients in the US and Canada. Monitored team effectiveness and provided coaching to agents to help them meet quality and productivity benchmarks. Aided in the creation of operational reports and standardization of processes.

Provided guitar and drum lessons to children to support my college education.

Acted as the first point of escalation for Technical Support and POS-related issues. Responsible for quality monitoring and coaching for 30 agents across three Technical and POS teams. Served as the Team Lead point of contact (POC).

Delivered frontline technical and POS support to clients in the UK, US, and Canada. Handled system-related and payment issues to ensure minimal downtime and prompt payment processing.

Managed inbound sales for the telecom account (Sprint), assisting customers with plan upgrades, add-ons, and addressing general inquiries.