Bianca Camille Pagayonan

Team Leadership & Performance

• Led team performance to achieve SLA, KPI, and revenue goals.
• Established effective communication among staff and leadership, reducing miscommunications and missed deadlines.
• Launched staff engagement, gender diversity, and cultural programs to improve operational quality.

Process Optimization & Profitability

• Drove process optimization, cost reduction, and service delivery improvements.
• Streamlined operations to increase profit.
• Updated and resolved incidents while managing accessorial charges objectively to maximize profit.

Stakeholder & Relationship Management

• Strengthened stakeholder relationships to align with business priorities.
• Developed and maintained relationships with external vendors and suppliers.

Operations & Service Delivery

• Managed orders to ensure timely and accurate delivery of goods and services.
• Managed purchasing, sales, marketing, and customer account operations efficiently.

Reporting & Analysis

• Analyzed and reported on key performance metrics to senior management.
• Reported issues to higher management with detailed documentation.

• Directed operational strategy for global program, ensuring KPI achievement and service excellence.
• Managed workflow, escalations, and cross-functional collaboration to improve customer experience.
• Produced accurate reporting and led risk mitigation initiatives.

• Managed global customer accounts, ensuring successful delivery of products and services.
• Built and maintained strategic customer relationships, driving satisfaction and repeat business.
• Oversaw compliance and coordinated with international offices for program execution.

• Responsible for taking ownership of all escalated calls and ensuring that client and customer satisfaction is maintained by appropriately responding to difficult calls and efficiently escalating irresolvable calls to the client.
• Takes ICU/escalated calls from offshore/onshore sites.
• Determine optimal processes to resolve customer concerns through assessing individual situations and authorizing specific policy exceptions in the interest of customer satisfaction.
• Accurately document and update records in required systems.
• Track calls, identify common trends or emerging issues, and look for ways to improve the overall customer experience.
• Provide feedback to Supervisors and Management with regard to operation protocols and coaching opportunities that enhance the accountability of the call center staff.
• Follow up in a timely manner to ensure customer satisfaction.

• Received calls regarding troubleshooting concerns on the consumers' computer and/or electronic devices
• Acted as the OIC of the team in the absence of the Team Leader
• Answered customer concerns regarding the warranty of the consumers’ existing mobile devices