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Ann Lorraine Galvez
Pasig,Metro Manila
Work Preference
Summary
Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service.
Overview
23
23
years of professional experience
Work History
Outreach Specialist
Mojoglobal
08.2025 - 05.2026
- Filled calendar: Managed 'front door' of sales process, enabling closers to engage consistently with business owners ready to talk.
- Multi-Channel Connection: Meeting prospects where they are—via text, email, or phone—to keep momentum high with leads who have already shown interest.
- The Human Touch: Moving beyond basic scripts by using behavioral psychology to understand prospect needs and turn 'maybe' into a solid 'yes.'
- Accelerated leads: Focused on 'hot and warm' leads, ensuring timely and professional responses to all interested prospects.
- Enhanced show-up factor: Handled follow-ups and reminders, ensuring prospects arrived excited and prepared for scheduled calls.
- Implemented quality control measures to ensure each appointment met predefined standards.: Acting as a strategic filter to protect closers' time, ensuring every appointment is a genuine opportunity that fits the ideal client profile.
Operations Supervisor
DME Service Solutions
01.2025 - 07.2025
- Supervised team of retention specialists, achieving performance goals consistently across daily, weekly, and monthly metrics.
- Monitored sales and retention metrics, coaching team members to execute targeted action plans for improved performance.
- Managed call quality compliance standards, ensuring adherence to internal protocols and customer engagement guidelines.
- Collaborated with sales, customer service, and quality assurance teams to align retention strategies.
- Delivered ongoing training and development for staff, enhancing skills and product knowledge to drive retention efforts.
- Analyzed team performance data, preparing reports and presenting insights to senior leadership.
- Identified process improvement opportunities to boost customer satisfaction and retention rates.
- Handled escalated customer issues professionally, focusing on resolution.
Deputy Manager
WNS SERVICES INC.
12.2021 - 08.2024
- Ensured smooth operations of chat queues by meeting all KPIs across travel agency affiliates.
- Facilitated skill transfer for team leads through targeted coaching and development, enhancing team leadership capabilities.
- Conducted hiring process for new chat support staff, assessing aptitude and competence effectively.
- Analyzed daily metrics and presented findings to management and clients, informing strategic decisions during business reviews.
- Collaborated with quality training teams to drive new initiatives within the support organization.
- Coordinated recognition programs for top monthly performers, boosting team morale and engagement.
- Achieved record 12% follow-up rate for nesting batches for retail Expedia.
- Secured overall 71 NPS rating across all lines of business, a first in Expedia history.
TEAM MANAGER
FULL POTENTIAL SOLUTIONS
01.2020 - 09.2021
- Coordinated outbound pay-per-lead teams as primary contact for multiple campaigns.
- Advanced to managing pay-per-lead team within three months based on strong performance.
- Monitored team and individual performance metrics to ensure service level compliance.
- Performed daily pipeline reviews to manage team performance effectively.
- Conducted daily face-to-face client interactions to address sales environment updates.
- Developed skills and competencies through coaching, mentoring, and call calibrations.
- Delivered specialized training on call techniques and calibration methods.
- Oversaw coordination of multiple nesting batches for team efficiency. based on successful track record in initial placements.
Senior Team Lead
ACQUIRE Intelligence
10.2018 - 10.2019
- Led pioneering sales team for nib in Manila (surpassed Australian counterpart in terms of sales performance and Quality month on month).
- Achieved monthly 55 NPS target month on month.
- Awarded as Top NPS Sales Team for Australia by Grint Consulting (Global awardee for Excellent Customer Experience).
- Maintained a 100% quality assurance score monthly
- Monitored team and individual performance metrics to maintain service levels through goal setting.
- Developed skills and competencies of direct reports through coaching, mentoring, call calibrations, and real-time feedback.
- Developed training programs to enhance team skills and improve performance.
- Implemented process improvements to streamline workflows and enhance operational efficiency.
- Analyzed team performance metrics to identify areas for development and support.
- Facilitated cross-departmental communication to ensure project alignment and clarity.
- Promoted a collaborative team environment through regular meetings and feedback sessions.
- Daily face to face client interaction regarding the current performance with the Australian support team.
- Oversaw sales operations for nib in Manila
Program Manager
ACQUIRE Intelligence
09.2010 - 11.2016
- Led cross-functional teams in implementing strategic initiatives, developing project plans that aligned efforts with organizational goals.
- Pioneered chat line of business that converted inquiries into hot leads, increasing online sales by 30%.
- Managed various marketing campaigns, including inbound, outbound, and chat services for Vocus Group - Dodo.
- Monitored team and individual performance metrics to meet service delivery and product target goals.
- Oversaw skill development of direct reports through targeted coaching and mentoring, enhancing team capabilities.
- Managed day-to-day operations, achieving 75% team-level sales target while ensuring quality and active rate.
- Accountable for comprehensive campaign reporting, including daily, weekly, and end-of-shift productivity reports.
- Acted as primary contact for procedural and technical inquiries during daily operations.
Agent
SYKES INC
04.2009 - 09.2010
- Sold products and met customer needs to enhance satisfaction.
- Serviced existing accounts and established new ones by planning daily work schedules to engage existing and potential sales outlets.
- Assisted customers with inquiries and provided solutions efficiently.
- Managed customer accounts using CRM software for accurate record-keeping.
- Collaborated with team members to resolve complex customer issues.
Customer Care Officer
SMART COMMUNICATIONS INC
04.2008 - 12.2008
- Delivered customer service by addressing inquiries, concerns, and requests about products and services.
- Engaged clients face to face to enhance revenue and subscription base through retention, cross-selling, and upselling of products and services.
- Tracked stock levels and organized supplies to maintain optimal inventory management.
Administrative Assistant (Client Services)
ACCENTURE INC
08.2006 - 12.2006
- Managed scheduling and calendar coordination for executives and team members.
- Organized travel arrangements, including itineraries and accommodations for staff members.
- Facilitated interdepartmental communication to streamline workflow and improve information sharing.
- Liaised with departments to address client queries, ensuring alignment with VP for HR requirements.
- Submitted detailed reports to HR department post Executive connects discussions, enhancing decision-making.
Customer Service Associate
EXPORT AND INDUSTRY BANK INC.
05.2004 - 08.2006
- Informed customers about bank products and services, promoting high-yield portfolios to enhance client satisfaction and retention.
- Handled currency and processed transactions while safeguarding confidential information.
- Tracked, recorded, reported, and stored transaction and customer information, ensuring accuracy and completeness to support operational integrity.
- Maintained and balanced cash drawers, reconciling discrepancies to uphold financial accuracy.
- Packaged cash and rolled coins for secure storage in drawers and the bank vault.
CUSTOMER RELATIONS ASSISTANT / ROVING TELLER
CHINA BANKING CORPORATION
05.2003 - 05.2004
- Managed deposit point operations at Chinabank, facilitating secure transactions. through point to point pick up facility of Chinabank.
- Tracked, recorded, and reported transaction information, bank supplies, and customer details, maintaining accuracy and completeness.
- Maintained and balanced cash drawers, reconciling discrepancies to uphold financial integrity.
- Handling currency, transactions, and confidential information in a responsible manner.
- Packaging cash and rolling coins to be stored in drawers or the bank vault.
Education
B.S. - Business Management Major in Entrepreneurship
NUEVA ECIJA UNIVERSITY OF SCIENCE AND TECHNOLOGY
Cabanatuan, Nueva Ecija04-2003
Skills
- Appointment setting and lead generation
- Sales oversight of pipelines
- Techniques for Sales and customer service
- Analysis for process improvement
- Management of campaign outreach
- Development of training programs
- Mentoring and leadership skills
- Monitoring of performance metrics
- Effective relationship building
- Problem-solving strategies
- Adaptability and time management
- Optimization of organizational workflows
- Motivation under pressure
- Communication precision skills
- Expertise in Microsoft Office and Google Workspace
Timeline
Outreach Specialist
Mojoglobal
08.2025 - 05.2026
Operations Supervisor
DME Service Solutions
01.2025 - 07.2025
Deputy Manager
WNS SERVICES INC.
12.2021 - 08.2024
TEAM MANAGER
FULL POTENTIAL SOLUTIONS
01.2020 - 09.2021
Senior Team Lead
ACQUIRE Intelligence
10.2018 - 10.2019
Program Manager
ACQUIRE Intelligence
09.2010 - 11.2016
Agent
SYKES INC
04.2009 - 09.2010
Customer Care Officer
SMART COMMUNICATIONS INC
04.2008 - 12.2008
Administrative Assistant (Client Services)
ACCENTURE INC
08.2006 - 12.2006
Customer Service Associate
EXPORT AND INDUSTRY BANK INC.
05.2004 - 08.2006
CUSTOMER RELATIONS ASSISTANT / ROVING TELLER
CHINA BANKING CORPORATION
05.2003 - 05.2004
B.S. - Business Management Major in Entrepreneurship
NUEVA ECIJA UNIVERSITY OF SCIENCE AND TECHNOLOGY