Joseph P.
Senior Client Services Manager
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Joseph P. is a seasoned Client Services Manager with over six years of experience in leading client-facing teams and overseeing account management in dynamic environments. His expertise lies in enhancing client satisfaction and ensuring strict adherence to service level agreements (SLAs) through data-driven decision-making and cross-functional collaboration. At Datamatics, from May 2019 to January 2026, he acted as the main contact for a portfolio of over 50 clients, managing the delivery of payment processing services while maintaining high satisfaction scores and compliance with SLAs and key performance indicators (KPIs). He facilitated strategic planning sessions and proactively managed risks to ensure client retention and satisfaction. Previously, as an Operations Team Leader at Convergys Collections from December 2013 to February 2019, he supervised 25 BPO agents, focusing on productivity, team coaching, and maintaining quality standards. Joseph holds a Bachelor of Science in Mathematics from the University of Santo Tomas, Manila.
Experience
Client Services Manager
Datamatics · 2019 — 2026Served as the main contact for over 50 PSI clients, developing strong relationships and maintaining high satisfaction levels. Managed the daily delivery of PSI services while ensuring compliance with SLAs, KPIs, and contracts. Led the onboarding and implementation processes for clients, facilitating smooth service transitions. Collaborated with operations, technical teams, online assessments, finance, and sales to address and resolve service issues effectively. Held regular business reviews and performance reporting sessions to aid clients in strategic planning. Actively managed risks and escalations to reduce any potential client impact.Operations Team Leader
Convergys Collections · 2013 — 2019Supervised a team of 25 BPO agents to meet operational objectives. Provided coaching and mentoring to team members to enhance productivity and quality standards. Conducted daily huddles and team meetings to offer performance feedback and align team efforts. Ensured adherence to schedules and company policies to promote team efficiency. Assisted with the recruitment, onboarding, and training processes for new hires.
Skills & Expertise
Education
- Bachelor of Science in MathematicsUniversity of Santo Tomas - Manila, Philippines · 1995 — 1999
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