Anna Marie Dela Rosa
Pasig City
Summary
Dynamic and results-driven professional with a passion for crafting exceptional customer experiences. A strategic thinker who seamlessly blends customer insights with business value to drive impactful strategies. Adept at executing with excellence and leading teams through clear communication, empowerment, and a focus on building trust-based relationships. Proactive, self-motivated, and eager to collaborate with like-minded individuals to deliver innovative solutions that exceed customer expectations.
Overview
28
28
years of professional experience
Work History
Director - Customer Journey Design & Readiness Gating Head, B2B Customer Experience Management, B2B
Globe Telecom
08.2023 - Current
- Spearheads a highly skilled team of customer experience designers, process and training managers, each with deep domain expertise in B2B customer journey design, that played a pivotal role in the successful integration of the Enterprise and Small-Medium Business servicing models, combining over 180 processes into a single, unified B2B servicing model
- Optimizes and scales the operating model by leveraging outsourcing, automation, and AI-powered agent-assist technologies, achieving a 15% reduction in handling time and an 80% improvement in resolution accuracy, significantly enhancing customer value
- In collaboration with cross-functional teams-including marketing, product, and sales, Leads to Activate Operations - co-designed seamless product and customer event experiences by establishing the Go/No-Go Governance Council to orchestrate readiness for product launches and customer events. This effort resulted in a remarkably low incident rate of only 2% among newly launched products, minimizing customer experience disruptions
- Champions the development of a robust knowledge management process, ensuring accuracy of over 940 articles to ensure frontline teams have access to the most current and effective training resources, resulting in an average training effectiveness score of 3.65/5
- Led the strategy and conceptualization of key programs for Small, Medium Business Group, to uplift Net Promoters Score: (1) Billing service improvement initiatives, driving a 7-point uplift in Relationship NPS (2) Automated ticketing tool for Broadband, streamlining repair appointment bookings and contributing to an increase in network relationship NPS (3) Spearheaded the SG Broadband and Mobile 'Care At Its Finest' campaign, reducing detractor counts and boosting the number of passive and promoter customers
Experience Strategy Head, SG Business Group
Globe Telecom
01.2022 - 08.2023
- Lead a team of 8 customer experience, process, and program managers/experts specializing in Voice of the Customer, journey mapping, human-centered design, and project management
- Championed the simplification of acquisition policies, creating 'corporate ID-only programs' and partnering with retail merchants and credit bureaus for same-day approval of applications
- Collaborated with Globe Business Enterprise to streamline the Broadband application and installation process for SM Mall tenants, reducing install time from two weeks to 3 days
Policy & Process Design Head, SG Business Group
Globe Telecom
11.2014 - 12.2021
- Co-developed the customer experience strategy roadmap across all products and Globe MSME channels, streamlining policies and processes for seamless program execution
- Collaborated with the Network Technical Group to reduce direct internet installation lead time from 160 days to 60 days through Project Renaissance
- Partnered with Consumer Broadband to implement same-day installation via the Broadband Quick Connect program
- Streamlined sales opportunity pre-screening, reducing processing time from one day to 4 hours by ensuring Sales Account Managers communicated only essential application requirements
Strategy Program Manager, Enterprise Business Group
Globe Telecom
01.2008 - 11.2014
- Collaborated with Globe Business Senior Leadership team to create strategic plans for Enterprise Segment and monitored key strategic program initiatives, i.e., sales pipelining, business consultancy, to improve customer experience for Globe Enterprise Segment customers
Internal Auditor, Office of the President
Globe Telecom
01.2006 - 12.2008
- Designed audit programs and testing procedures based on business requirements
Quality Management Head, Customer Experience
Globe Telecom
01.2003 - 12.2005
- Responsible for the creation and development of quality standard policies, suggesting ways of improving processes and procedures to improve customer experience
Platinum Account Manager, Consumer Business Group
Globe Telecom
01.2001 - 12.2002
- Account Managed high value customers for Consumer's Platinum Segment to ensure loyalty and satisfaction
Stores Specialist, Globe Stores, Consumer Business
Globe Telecom
04.1999 - 12.2001
- Assisted customers in Globe Stores (SM North Edsa, Shaw) for both sales and after sales concerns
Trade Marketing Supervisor
Pure Foods Corporation
06.1997 - 12.1998
- Responsible for conceptualizing and mounting below the line promotions for Pure Foods products
Education
Management Development Program -
Asian Institute of Management
07.2015
AB - Interdisciplinary Studies
Ateneo de Manila University
06.1996
Miriam College (formerly Maryknoll)
06.1992
Skills
- Strategic Networking Skills
- Strategic Development
- Effective Communication Skills
- Collaborative Decision-Making
- Team Leadership
- Project Execution Management
- Team Leadership
- Strategic Planning
Timeline
Director - Customer Journey Design & Readiness Gating Head, B2B Customer Experience Management, B2B
Globe Telecom
08.2023 - Current
Experience Strategy Head, SG Business Group
Globe Telecom
01.2022 - 08.2023
Policy & Process Design Head, SG Business Group
Globe Telecom
11.2014 - 12.2021
Strategy Program Manager, Enterprise Business Group
Globe Telecom
01.2008 - 11.2014
Internal Auditor, Office of the President
Globe Telecom
01.2006 - 12.2008
Quality Management Head, Customer Experience
Globe Telecom
01.2003 - 12.2005
Platinum Account Manager, Consumer Business Group
Globe Telecom
01.2001 - 12.2002
Stores Specialist, Globe Stores, Consumer Business
Globe Telecom
04.1999 - 12.2001
Trade Marketing Supervisor
Pure Foods Corporation
06.1997 - 12.1998
AB - Interdisciplinary Studies
Ateneo de Manila University
Miriam College (formerly Maryknoll)
Management Development Program -
Asian Institute of Management
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