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
Service initiatives support
Coaching and mentoring
Financial Management
Business Development
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