Summary
Overview
Work History
Education
Skills
Character References
Timeline
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JILLFORD C. PALGAN

JILLFORD C. PALGAN

Senior Client Services Manager
Davao City,DAS

Summary

Competent, fast-learner, result-driven and detail-oriented Possess essential sales and customer service skills Committed to excellence and has passion to serve. Visionary individual with more than ten years' working as a Client Services and Operations Manager for a BPO and SaaS organizations. Determined and experienced in Operational Management and People Management.

Overview

9
9
years of professional experience
4
4
years of post-secondary education

Work History

Senior Client Services Manager

TaskUs
09.2020 - Current
  • Conducts weekly/monthly/quarterly business reviews
  • Is the proactive conduit in reporting progress/activities to/from clients and facilitates communication between internal teams regarding client needs
  • Financial Management: Achieves annual top-line revenue generated by the campaign as forecasted, gross margin % month/month as forecasted by finance
  • Grows headcount, revenue, and margins on accounts
  • As needed, lead contract negotiations during the lifecycle of the contract
  • Communication : Able to charm and influence people across the world
  • Provides actionable feedback for improvement/course correction internally and externally
  • Comfortable influencing across teams/stakeholders
  • Professionally presents to groups and 1/1 and hosts engaging client visits
  • Operational Management : Demonstrates an attitude where they roll-up-their-sleeves and handle issues that arise
  • Achieves expectations for their team’s contribution to the Contractual KPIs for each account
  • Strategic Management: Strategizes with clients to ID opportunities for growth
  • Leads the internal team to ensure we have a focus on long and short-term objectives.

Senior Operations Manager

TechMahindra
Cebu
03.2019 - 09.2020
  • Increased NPS Performance from 23 to 57 within the first three months of joining the campaign through Demand Synthesis Approach and Operational Rhythm set for Operations
  • Provided strategic direction and guidance to the managed account/s
  • Generated a New from Base opportunities for the campaign which added 300 additional HC for the site
  • This was possible due to the improvement in attendance from 20% to 5%, attrition 10% to 4% and performance
  • Plotted the first Fiscal Year Calendar of employee engagement for the campaign with a budget to drive high eNPS
  • Increase EBITDA from 20% to 30% for FY2019
  • Headed the automation projects for the clients and established the Customer Journey Mapping and Demand Synthesis for process improvement
  • Provides coaching and guidance to Assistant Managers for both personal and professional growth

Senior Customer Support Manager

INSPECTORIO, INC
05.2018 - 03.2019
  • Created the Support Structure of Inspectorio from the scratch
  • Created the Quality Guidelines for Chat and Email interactions of our Customer Success and Customer Support Team
  • Created the Chat and Email Structure
  • Acted as the overall admin in Zendesk in ensuring rules and Macros are created
  • Established and improved the Knowledge Base
  • Created the KPIs and goal for the team to ensure accountability from all of the stakeholders
  • Established process in identifying gaps and challenges of the platform users through customer journey mapping
  • Created a closed loop process within the organization from Support, Product, Quality and Operations standpoint
  • Maintained the high level of customer support with a CSAT of above 97% weekly
  • Proposed, developed and led the execution of initiatives that will improve forecasting and automation of support processes
  • Own calibration and optimization of Support Tools and processes

Operational Excellence Manager

TELEPERFORMANCE, PHILIPPINES
05.2013 - 05.2018
  • Operational process expert dedicated to support leadership development activities at the site level
  • Oversee daily operational activities through audits, shadows and assessments to effectively gauge operational compliance and quality
  • Expected to partner with operations in the development of action plans and training interventions for gap closure
  • Operational Process Assurance and Develop Leadership Competencies
  • Lead NPS and Operational Rhythm Integration and embedding in the site.

Education

Bachelor of Science - Information Technology

UNIVERSITY OF MINDANAO
06.2007 - 10.2011

Skills

    Client Relationships

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Character References

Cherry Rose Ramonal

Senior Operations Manager

Alorica Philippines

Matina IT Park, Davao City

Mobile: 09173273646


Chin Monsale

Associate Director

TechMahindra

Cebu City, Cebu

Mobile: 09989714050


Paul Vincent Minoza

Division Leader

JP Morgan & Chase Philippines

Ebloc 1, IT Park, Cebu City

Mobile: 09989584357

Timeline

Senior Client Services Manager

TaskUs
09.2020 - Current

Senior Operations Manager

TechMahindra
03.2019 - 09.2020

Senior Customer Support Manager

INSPECTORIO, INC
05.2018 - 03.2019

Operational Excellence Manager

TELEPERFORMANCE, PHILIPPINES
05.2013 - 05.2018

Bachelor of Science - Information Technology

UNIVERSITY OF MINDANAO
06.2007 - 10.2011

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JILLFORD C. PALGANSenior Client Services Manager