Dialer / ViciDial / CRM
Carlos Gotiong
Sales Hacker, Process Improvement, Business Strategy
Cebu City,Philippines
Summary
Customer-oriented General Manager with nine (9) years of experience focused on increasing revenues and team development. Adaptive and consistently executes and completes multiple projects in high-stress environments. Conscientious leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
18
18
years of professional experience
13
13
years of post-secondary education
6
6
Certificates
Work History
General Manager
iPloy OPC
Cebu City, Cebu
2020.03 - Current
- Managed three (3) sites with total of 1,100 FTEs
- Restructured Admin, HR, Accounting, IT, and Maintenance Team to increase collaboration and productivity
- Conducted multiple leadership training focusing on development of their team members and process improvement
- Revisit and create Privacy Manual
- Revisit and enhance existing memo and Code of Conduct and Discipline (COCD)
- Work with ISO9001 QMS Certification and renewal
- Restructured OSH, CODI, and ER Team
- Restructured Recruitment and implemented CRM for applicants
- Restructured Social Media and branding of Company
- Managed logistic requirements and negotiation with vendors and contractors, implemented basic procurement guidelines for transparency
- Worked with PEZA accreditation and annual inspection
- Worked with Accounting Firms and corrected erroneous accounting record
Head of Operations and Productivity
Mynimo.com
Cebu City, Cebu
2017.03 - 2019.10
- Devised processes to boost long-term business success and increase profit levels
- Appointed as Data Protection Officer; created data privacy manual and policies
- Increased annual sales volume from less than PHP 35M to PHP 84M within two years, and exceeded goals for sales, revenue and profit margins
- Record breaker; generated 134% sales growth for 1st month in 2019
- Increased territory sales by 95% within first year
- Restructured conventional operations to predictable revenue, revamped pricing strategy, implemented effective sales process with improved sales policies, practices, and develop standards for customer relationship management
- Trained high-performance sales team focused in Customer Service and helped boost company branding
- Designed, revamped and implemented; Key Performance Indicator (KPI), Sales and Customer Service Playbook, QA and CSAT Framework, Recruitment Cycle, Performance Appraisal, Sales Cycle and data management
- Assisted in decision-making regarding reconstruction and expansion of Company
- Established competitive sales force by offering aggressive performance review, desirable benefits packages, and performance-driven sales-incentive programs
Executive Director
Hyperion Network Marketing
Cebu City, Cebu
2014.03 - 2016.12
- Strategic consulting, including business plan & sales strategy development
- Manage operations with more than 600 call center agents as affiliate for a Solar Company in the United States (USA)
- Acted as Vendor Manager with captive and external campaigns from USA, United Kingdom (UK), and Australia
- Assisted investors with business plans for startup call centers Capital Expenditure from PHP 1 to 7m pesos and successfully help in setting up four (4) call centers in the Philippines with combined three hundred (300) sitting capacity
- Assisted more than eighty (80) call centers with process improvement focused in operations, business strategy, and IT Solutions
Sales Executive
AireSpring
Cebu City, Cebu
2014.09 - 2016.12
- Handled account creation and reviewed documents for activation
- Generated multiple clients for trial and live accounts
- Advertise VoIP (Voice over Internet Protocol) and Cloud CRM (Customer Relation Management) product via email, referrals, forums, and websites
Call Center Manager
Gryphon Global Outsourcing Philippines Inc.
Cebu City, Cebu
2015.05 - 2016.07
- Restructured organization and telemarketing processes (Implemented Cold Calling and Live Transfer Process), reduced operating cost up to 40%
- Increased sales to 150% from first month of operations and 20% consistently
- Organized business structure in the Philippines
- Handled IT, HR, Recruitment, Payroll, Sales Training, and Operations for the first three (3) months of operations and scaled from 7 to 60+ employees
- Created and implemented data management, and lead generation process from Philippines to Australia, run multiple deep dive to evaluate lead's quality and its sources
- Weekly collaboration with National Sales Manager based in Australia
- Trained and Mentored sales coach, four (4) team leaders, and fifty-five (55) agents whilst setting daily, weekly, and monthly goals
Lead Manager & Sales Executive
R Squared Telecom LLC
Hauppauge, United States
2014.03 - 2015.12
- Brand development, web site traffic growth, and marketing the business
- Partnered and coached with more than 100 Call Centers in the Philippines, implementing training programs to improve efficiency and productivity, set targets and generated sales report
- Implemented and manage reseller program for resellers and brokers
- Assisted US based partners outsourcing new projects to Philippine's Call Center
- Handled product training, product updates and refreshers for Call Centers
- Managed data distribution across all sites and DNC (Do Not Call) List
- Optimize websites (Search Engine Optimization) and actively promote client’s businesses via social media, forums, and other marketing media
Operations Manager
Avidroff Inc.
Cebu City, Cebu
2013.02 - 2014.03
- Develop business plan and sales strategy
- Generated 180% gross profit from first month of operation
- Increased center's revenue by 40% and continuously hitting sales targets and achieving sales quota per week
- Managed multiple campaigns and conducted product and skills training per project
- Provide coaching opportunity, training (product, management, tools) for Team Leaders
- Handled and improved recruitment process
- Successfully implemented guidelines for Do Not Call (DNC), Data / Leads distribution, Call Flow for Lead Generation to improve validity of leads or sales
- Designed and implemented QA Guidelines / Framework, and sales validation process
- Manage data distribution per campaign per agent skill set and monitored connectivity via Answer Seizure Ratio (ASR)
- Implemented leads analysis per campaign to maximize data efficiency
- Created a program dashboard for quick access with agent's and campaigns performance month-to-date (MTD)
- Part of Marketing Team as a Business Developer Executive
Salesperson
EDMIRA Realty & Brokerage
Cebu City, Cebu
2010.06 - 2013.01
- Generated new development prospects for real estate development company that focuses on single-family residential projects, including real-estate market analysis
- Able to generate new leads; through personal referrals from satisfied tenants, personal online and offline, and network of partner realtors
Team Leader - Escalations
Teletech Bacolod DC
Bacolod City, Negros Occidental
2008.09 - 2010.06
- Consistent top 1 team across three (3) sites in the Philippines
- Serve as Point of Contact (POC) with Customer Satisfaction (CSAT) - Interactive Voice Response (IVR) project that was successfully implemented to generate real time feedback from customer, and in return providing real time service to dissatisfied clientele, this program is focused with customer's satisfaction as core of the business
- Manage escalations team and generated weekly and monthly report with center's call drivers
- Suggested processes that was successfully implemented in the operation floor designed for level 1 associate, which resulted to a better call handling – Average Handling Time (AHT) was reduced to 100 – 180 seconds
- Suggested and implemented processes to improve troubleshooting steps and make it easy for customers to execute
- Analyzing First Call Resolution (FCR) data and generate daily / weekly / monthly report to improve site's FCR
Education
MBA - Business Strategy
International MBA Institute™
Switzerland 2017.01 - 2019.10
Master in Sales -
Cardone University
Florida, United States 2015.06 - 2018.01
Associate of Science - Computer Systems Design And Programming
AMA Computer Learning Center
Bacolod City, Negros Occidental, Philippines 2006.06 - 2008.04
Bachelor of Science - Computer Science
University of St. La Salle
Bacolod City, Negros Occidental, Philippines 2004.06 - 2006.03
High School Diploma -
St. Joseph's La Salle
Bacolod City, Negros Occidental, Philippines 2000.06 - 2004.03
Skills
Critical Problem Analysis
Business Development
Leadership
Process Improvement
Start-ups
Business Strategy
Team Management
Customer Retention
Customer Service
Data Analyst
Lead Generation
Outsourcing
Technical Support
Accomplishments
- Staffing - Worked directly with Human Resources to streamline the hiring and onboarding process
- Spearheaded Business Continuity Plan (BCP) for COVID-19, increased FTE from 700 to 1,100+ during pandemic with remote and on-site employees
- Implemented HRIS and Payroll System; modernized the entire system from traditional to digital
- Exceeded 2018 revenue goals by 116%, and reduced customer churn by 4% (Mynimo.com)
- Increased company clientele by 700% in the first two months of operations (Mynimo.com)
- Collaborated and streamlined the entire process from acquisition, customer on-boarding, collections, and after-sales; Reduced workflow from 15 minutes to 2 minutes per clientele in (Mynimo.com)
Affiliations
- National Association of Data Protection Officers of the Philippines
- HR Nation Philippines
Software
Microsoft Office
Adobe Photoshop
WordPress
Android
IOS
Windows
Certification
Safety Officer 2 (BOSH & TOT)
Interests
Cryptocurrency
Non-fungible token (NFT)
Anime
Video Game
Drone
Reading
Blogging
Traveling
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Safety Officer 2 (BOSH & TOT)
2021-01
General Manager
iPloy OPC
2020.03 - Current
Sales Master Certification - Grant Cardone - Sales Training University
2019-01
Data Privacy Law Write shop by PMAP
2018-07
PSIA's 30th Enablement Seminar - Why Data Privacy Matters: Beyond Compliance
2018-06
Head of Operations and Productivity
Mynimo.com
2017.03 - 2019.10
MBA - Business Strategy
International MBA Institute™
2017.01 - 2019.10
Certified Six Sigma Black Belt - International Six Sigma Institute
2016-10
Sales - Mastering Objections - Grant Cardone - Sales Training University
2016-09
Master in Sales -
Cardone University
2015.06 - 2018.01
Call Center Manager
Gryphon Global Outsourcing Philippines Inc.
2015.05 - 2016.07
Sales Executive
AireSpring
2014.09 - 2016.12
Executive Director
Hyperion Network Marketing
2014.03 - 2016.12
Lead Manager & Sales Executive
R Squared Telecom LLC
2014.03 - 2015.12
Operations Manager
Avidroff Inc.
2013.02 - 2014.03
Salesperson
EDMIRA Realty & Brokerage
2010.06 - 2013.01
Team Leader - Escalations
Teletech Bacolod DC
2008.09 - 2010.06
Associate of Science - Computer Systems Design And Programming
AMA Computer Learning Center
2006.06 - 2008.04
Bachelor of Science - Computer Science
University of St. La Salle
2004.06 - 2006.03
High School Diploma -
St. Joseph's La Salle
2000.06 - 2004.03