HeyGM PH

Overall leadership and accountability of Philippine global operations in a key regional role steering strategy, people, and performance across multiple engagement centers. Managing large-scale, multi-channel service delivery for global brands in telecom, travel, retail, hospitality, technology, and e-commerce, ensuring operational excellence, financial discipline, and world-class customer experien

Leading and managing the day-to-day multiple contact center / shared services operations by creating and implementing strategies consistent with established goals, objectives and policies.

Collaboratively lead growth opportunities, profitability and customer service programs with exceptional quality and efficiency.

Manage an aggressive growth strategy while ensuring performance metrics are met

• Management and development of National Sales Training, Learning & Development and Dealer Marketing at a Distributor-Level and Dealer-Level.
• Lead Distributor and Dealer Sales Training core competencies in Sales, Customer Care, Product Knowledge, Communication and Leadership Training.
• Develop implementing standards and methodologies on Sales Process, Vehicle Field Display, Coaching & Audit, Pr

• Oversee performance through continuous program development and innovative solution to meet Center Performance and Over-all Center Management from Client expectations to Service Delivery Levels and Key Performance Indicators.
• Lead all areas of contact center operations (Sales Operations, Information Technology, Human Resource, Quality Assurance, Training & Development, Finance, Administration,

• Collaboratively work with HDPP departments to meet desired operational requirements and learning standards for every migration. Works closely with all levels of management to satisfy Operational needs including Training and Quality.
• Develop and create reports and metrics which assist in monitoring, forecasting, measuring and evaluating operational performance.
• Continuously provide feedback t

Pioneer in the Philippines in managing offshore support of MICROSOFT & AOL SHOP DIRECT
MICROSOFT: (voice, email, chat)
a. Sales
b. Customer Care
c. Technical Support

AOL SHOP DIRECT: (voice, chat)
a. Sales
b. Customer Care

• Conceptualize and facilitate Training & OD training programs for the Organization.
• Conduct all Competency / Skill-based training programs.
• Manage and Lead Product Spec

Pursued a Bachelor of Arts in Communication, developing strong communication and analytical skills.