Summary
Overview
Work History
Education
Skills
Training
Timeline
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Catherine Limbo

Catherine Limbo

San Pedro, Province Of Laguna

Summary

With over 20 years of experience in top management, start-ups, business/product development, B2B and B2C sales, digital marketing, finance management, and process re-engineering, I have gained valuable expertise across diverse industries including telco, retail, financial services, digital marketing, remote staffing, fundraising, consultancy, outsourcing, and hospitality. My extensive background equips me with a comprehensive understanding of the complexities and demands of the business world. Eager to leverage skills and knowledge to drive success and deliver exceptional results for your organization.

Overview

22
22
years of professional experience

Work History

CHIEF OF STAFF

STAYABLE | RISE8 MANAGEMENT, LLC
02.2024 - Current
  • Supports the company’s business operations, provides guidance and executes strategic and corporate initiatives whilst maximizing effectiveness of the organization
  • Setup job descriptions, job grading and KPI’s for every role in the organization
  • Establish reporting, control and feedback mechanisms per department
  • Rollout code of discipline, culture book, internal HR policies and setup of HMO for PH team
  • Support and launch of digital marketing initiatives and training program
  • Collaborate with executive leadership to align administrative functions with business objectives
  • Contribute to the development and execution of organizational strategies
  • Drive initiatives that enhance operational efficiency, effectiveness, and overall company success
  • Manage our back-office departments, ensuring smooth collaboration with frontline operations
  • Establish performance metrics for the teams and promote a positive work environment
  • Foster collaboration among teams to ensure synergy and achievement of common goals
  • Implement and monitor performance metrics to measure departmental success
  • Identify and deploy best practices for remote work, maintaining a positive, cohesive, and engaged remote work culture
  • Identify opportunities for process improvement and implement streamlined administrative procedures
  • Optimize resource allocation and utilization across departments to maximize efficiency
  • Ensure compliance with relevant regulations and industry standards
  • Collaborate effectively with other departments to enhance cross-functional cooperation and achieve company-wide objectives
  • Direct recruitment efforts for key administrative positions within back-office departments
  • Provide mentorship and professional development opportunities for team members
  • Implement performance management systems to recognize and reward high performers
  • Completed weekly payroll for 80 employees.

MANAGING DIRECTOR

DEZYNSPACE | SERVSPACE PTE. LTD.
05.2022 - 02.2024
  • Oversees the company’s business operations, liaise with stakeholders, drive strategic company growth, and responsible for the overall performance of the business
  • Setup of scorecards and bi-annual performance reviews
  • Spearhead corporate rebranding and launch of e-commerce website
  • Employed CSAT/ESAT surveys achieving a 50% increase in response rate from stakeholders
  • Launch of BD and digital marketing campaigns generating a 30% in monthly recurring revenue
  • Review, audit and improve existing processes to ensure a better product and working environment
  • Provide strategic advice to the board of directors, plan cost-effective business strategies, and develop new initiatives based on market and industry
  • Proactively identify gaps and issues and create processes to ensure that business and employee needs are met
  • Monitor process within departments and provide updates, assessments, and reports to key stakeholders
  • Ensure due diligence for all contracts and agreements with all stakeholders, clients, and vendors
  • Establish policies that promote company culture
  • Evaluate performance by analyzing and interpreting data and metrics
  • Participate in expansion activities such as investments, acquisitions, and corporate alliances
  • Manage relationships with partners, clients, and vendors
  • Oversee office administration and HR policies and procedures including recruitment and legal/compliance
  • Identify, quality and develop value propositions enabling the sale of solutions within a defined vertical industry
  • Timely and accurate pipeline management
  • Ensure that solutions are fully scoped with robust pre and post sales engagement and commitment from back-office operations
  • Ensure smooth transition from BD to client management
  • Commercial footprint expansion
  • Able to represent the company in relevant industry vertical and marketing events
  • Identify and share customer strategies with relevant product managers
  • Oversee digital marketing initiatives and strategies
  • Directing team members in meeting client and company objectives
  • Build long-term relationships with high-value clients
  • Ensure both the company and clients adhere to contract terms
  • Advise account management team up-sell or cross-sell services and products
  • Defining departmental operating budgets, and resource, risk, and scope management
  • Provide financial reports and interpret financial information to managerial staff while recommending further courses of action
  • P/L and cash flow management
  • Advise on investment activities and provide strategies for company growth and expansion
  • Analyze costs, pricing, variable contributions, sales results, and the company’s actual performance compared to the business plans
  • Conduct reviews and evaluation for cost-reduction opportunities

COUNTRY GENERAL MANAGER

SALESWORKS DIRECT INT’L INC.
04.2017 - 03.2022
  • Oversees and manages the following departments: Human Resources, Office Administration
  • Customer Service, Operations, Corporate and Legal, Business Development, Channel and Territory Management, Marketing Communications and Recruitment
  • Diversify line of business and service offerings generating an additional revenue of 25%
  • Open new branches across Philippines with a 100% increase in headcount in 18 months’ time
  • Launch internal training programs for management team
  • Review of monthly expenses as part of cost-cutting initiatives
  • Set up, manage, and monitor country priorities and critical numbers such as productivity, profitability, and business goals
  • Coordinate, collaborate and establish relationships with regional team and other markets within Salesworks Group Asia
  • Establish and manage KPI’s for all business functions
  • Oversee the business, marketing, and operations team for Salesworks Philippines and work closely with back-office support and regional teams
  • Work on expansion plans and setup of new locations and offices including business permits and renovation
  • Understand the charity and fundraising landscape across the country and the region
  • Ensures that there are clear operational guidelines in place for all areas of the accounts across the company
  • Audits internal and external accuracy and timely delivery of operational reports
  • P/L responsibilities with sales and revenue target ownership for Salesworks Philippines
  • Set and manage annual budget and company expenses
  • Develop growth strategy and business partnership pipeline that drive ROI
  • Take the lead on identification of new business opportunities, track and respond to RFPs, and design high quality budgets
  • Ensure Salesworks maintains a good market standing on the product direction and business development of our products and services and stay relevant to market’s current and future demands
  • Drive the business development team to develop performance targets for key accounts
  • Formulate and implement an account penetration, management, test campaigns and growth plan that maximizes sales and profits
  • Oversee accounts to maximize customer acquisition across various accounts such as UNICEF Philippines, UNHCR Philippines, Save The Children, SOS Children’s Villages, Special Olympics, Operation Smile, Lalamove, Metrobank Card, Prudential Guarantee
  • Oversee and drive scalable solutions and processes across operations covering the launch, tracking, and optimization
  • Identify opportunities and new interests that the client may not recognize to help drive revenue and benefit business needs
  • Work cross-functionally within the company to communicate with all stakeholders for account's success
  • Maintain high level client relationships
  • Responsible for channel relationships and the opening of channels and territories for the sales network
  • Formulate and implement an account penetration, management and growth plan that maximizes sales and profits
  • Works and supports product head, sales managers, and country head to drive sales performance of the country
  • Support and run rallies and conferences for the sales network
  • Establish commission structure, rewards, and recognition programs for the sales team to drive performance and boost morale
  • Conduct and manage performance, disciplinary procedures and pay reviews for staff
  • Drive staff development and identify training needs and succession plan
  • Review and monitor staff structure, reporting lines, efficiencies, and staff morale
  • Take the lead and ensure that all staff are passionate and committed to creating impact whilst upholding the company’s core values
  • Represent the organization to national government agencies and ensure organizational compliance with national regulatory bodies
  • Ensure due diligence for all contracts and agreements with all stakeholders, clients, and vendors

GENERAL MANAGER

BOLTON INTERNATIONAL INC.
02.2013 - 04.2017
  • Oversees and manages the following departments: Human Resources, Office Administration/Procurement, Corporate and Legal, Consultant Management, Billing and Collections and Information Technology, Finance/Payroll and Recruitment
  • Bolton International’s first employee in 2013, oversaw company growth to 150 employees in 4 years
  • Key team member who contributed to the company’s YoY growth of 50% per year
  • Onboarded and grew a client account from 0 to 35 team members in 3 months’ time
  • Put in KPI’s, team structure, HR policies/procedures and business continuity plan
  • Plays major advisory role by providing client consultation on, but not limited to, the following service and industry fundamentals, job and role description, market rates and talent feasibility
  • Responsible for understanding the client’s organization and structure, knowing the client’s product/services, and staying aware of the client’s needs and requirements
  • Communicates, monitors, and assures proper billing procedures
  • Coach, mentor and support the development of account management professionals
  • Drive service excellence on behalf of their business division; proactively support, supervise, and oversee core support departments to ensure action plans, service recovery and day-to-day core service deliverables are met
  • Serve as a point of escalation of clients on issues of service breakdown or operational concern; act as a liaison to the Directors and Managers of operational areas to ensure efficient, effective resolution; provide proactive consultation related to service opportunities
  • Translate broad theories and strategies into clear, actionable objectives; champion cross functional initiatives; communicate progress and key milestones to appropriate internal partners
  • Improve the operational systems, processes, and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning
  • Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions
  • Play a significant role in long-term planning, including an initiative geared toward operational excellence
  • Drive initiatives in the management team and organizationally that contribute to long-term operational excellence
  • Developing strategy, tactics, sales plans, and profit targets
  • Maximizing new business development opportunities

BUSINESS MANAGER

HENDERSON BLAKE BUSINESS SOLUTIONS INC.
05.2012 - 01.2013
  • Manages and oversees the organization’s operation, including budget forecasting and control, accounting, purchasing, and general business functions
  • Drive the strategic planning for both existing and future growth of business
  • Evaluate, recommend, and plan training activities for the business development /sales force
  • Communicate and facilitate all requirements between Business Development and operations as well as act as liaison between Business Development and the corporate office
  • Work closely with Sales, Marketing and Operations to drive performance
  • Assist sales team with identification of and winning additional client business
  • Co-manages product and service development within the organization
  • Creates and ensures resources, processes and tools are in place for staff to meet set metrics
  • Develops client and program strategies along with department heads to resolve client problems and expedite processes
  • Collaborates w/ functional group heads to develop employee retention and satisfaction programs

OPERATIONS MANAGER

HENDERSON BLAKE BUSINESS SOLUTIONS INC.
03.2010 - 04.2012
  • Overall implementation and management of Sales and Operations Support performance
  • Ensures all accounts achieve agreed performance standards and targets
  • Heads operational shift meetings with direct reports and other key personnel as required
  • Handles resource allocations based on changing call volumes and strategic importance of accounts
  • Conducts staff development and disciplinary activities based on existing and gaps in KSAs, along with regular feedback, coaching and performance evaluation and appraisals
  • Conducts audits and ensures compliance of staff to minimum company expectations
  • Communicates with clients ensuring customer satisfaction, employee audit and client maintenance
  • Trouble shoots and analyzes operational, quality and systems issues, with recommendations on operational improvements to management colleagues
  • Audits internal and external accuracy and timely delivery of operational reports
  • Oversees the launch of new accounts and maintenance of newly obtained projects
  • Co-manages product and service development within the organization
  • Sets metrics that effectively measure overall effectiveness and efficiency of both departments
  • Creates and ensures resources, processes and tools are in place for staff to meet set metrics
  • Identifies initiatives that can significantly improve the productivity of the business units while improving the customer care offered to customers
  • Develops client and program strategies along with department heads to resolve client problems and expedite client sales process
  • Collaborates w/ functional group heads to develop employee retention and satisfaction programs

TEAM HEAD AND SALES POC

UCESS PHILIPPINES INC.
10.2009 - 03.2010
  • Develop people and align internal and external goals to meet company and client objectives
  • Meet attrition targets, motivate and uplift employee morale
  • Manage team performance by monitoring and evaluating associate transactions, coaching, documenting results, counselling and mentoring, and delegation
  • Monitor intraday and daily team performance
  • Acquisition and maintenance of knowledge on client training and all related continuous education
  • Support workforce required staffing levels to meet client service level requirements
  • Provide operations support by taking escalated calls, assisting associates
  • SME on client specific program
  • Cascade information to relative teams through meetings, trainings and T3 sessions
  • Regularly meet with Core Management Team to discuss and formulate solutions to occurring challenges
  • Responsible for use and training of call center tools related to performance monitoring and tracking
  • Resolve conflict within teams and issues related to payroll and other administrative concerns

TEAM LEADER

WESTERN UNION SERVICES PHILIPPINES INC.
12.2006 - 08.2009
  • Managing a team of Support Specialists handling customer inquiries and agent support requirements that facilitates the Western Union money transfer process
  • Responsible for achieving Key Performance Indicator (KPI) targets and other essential metrics at individual and team levels
  • Management of day to day and real-time operations of the team and analysis of historical data are key functions of the role
  • Identify, define and implement policy and procedures for the enhancement of AROC Operations under the direction of the Regional Operations Manager
  • Manage team to achieve individual and team targeted KPI’s for Average Speed of Answer, Average Handling Time, Adherence to Schedule, Abandonment Rate, Service Level and Agent/Customer satisfaction surveys
  • Manage intellectual property of team and ensure improvement of team year on year within the knowledge assessment framework
  • Serve as an escalation point and information source for AROC Operations staff, Network Agents, and Commercial Operations Managers, about existing and new country information, complaints and provide support for all new product introductions
  • Liaise with Account Managers to maintain and improve Agent Satisfaction within the region
  • Reduce costs for Shareholders by monitoring and managing Support Specialists’ KPI’s and EDA’s
  • (Excess Damage Award) Work on projects that will improve our efficiency and eliminate unnecessary volumes coming into the center
  • Implement /enhance Reward and Recognition programs to improve/maintain employee satisfaction
  • Recruit and select talented and customer-focused candidates to work within the organization
  • Support, assist and train Support Specialists in handling difficult customer issues
  • Liaising w/different departments to work on key projects and provide support for campaigns
  • Act on call monitoring feedback provided by the Quality Team to enhance and improve Support Specialists’ performance
  • Hold regular structured one-on-one meetings with team members and prepare as well as follow through career development plan with each member
  • Ensure that all reports are complete and accurate
  • Monitor calls and attend regular internal and external calibration sessions
  • Participate/present in Weekly Business Reviews and Yearly Business Planning Sessions
  • Empowered to make transactional decisions up to the value of USD$100000
  • Handle compensation claims (EDA – Excess Damage Award)
  • Make decisions on Compliance and Security issues with threshold of USD$20000
  • Decision making on supporting requests from other departments to the Regional OM

TEAM LEADER

VISION-X GLOBAL SOLUTIONS INC.
10.2004 - 11.2006
  • Coaching and mentoring function including tone of service and sales
  • Monitor agents’ performance and set personal development plan
  • Ensure all key performance targets are met by the agents and by the team
  • Ensure all reports are complete and accurate
  • Balance the KPI’s of the team and project in general on a daily, weekly and monthly basis
  • Participate and help execute programs that promote team morale and efficiency in the workplace
  • Monitor calls and attend internal and external calibration sessions
  • Handle customer complaints and escalated cases
  • Facilitate training for newly hired agents

INBOUND/OUTBOUND AGENT

VISION-X GLOBAL SOLUTIONS INC.
10.2003 - 09.2004
  • As an Inbound Support Specialist, primarily responsibilities were as follows:
  • Handle customer complaints and billing concerns
  • Identify sales opportunities in the call for upselling
  • Meet required KPI’s eg
  • Attendance, Adherence, Quality and Conversion
  • As an Outbound Agent, primarily responsibilities were as follows:
  • Telemarketing for ATandT local and long-distance service
  • Meet required KPI’s eg
  • Attendance, Quality, CPH and SPH

Education

Bachelor of Arts - Behavioral Sciences

De La Salle University
Manila
04.2001 -

Skills

  • Operational Efficiency Management

  • Client Relationship Management

  • Human Resources Management

  • Strategic Business Development

  • Business Process Optimization

Training

  • Neuro Linguistic Programming, Helen Teh, Langkawi, 06/01/19
  • Scaling Up – Rockefeller Habits, Verne Harnish, Kuala Lumpur, 01/01/19
  • Unleash the Power Within, Tony Robbins, Singapore, 02/01/18
  • High Performance Coaching, Helen Teh, Kuala Lumpur, 10/01/17
  • Management Training, LJMD Consultancy, Eastwood, 10/01/10
  • Leadership Academy, LG CNS Performance Achievement, Fort Legend Tower, 10/01/09
  • Report Designer Training on CMS, Jebsen and Jessen Communications, Global Trade Center, 05/01/09
  • People Handling Skills, Guthrie-Jensen Consultants, Richmonde Hotel, 01/01/09
  • Workforce Management, The Call Center School LLC, Global Trade Center, 01/01/08
  • Leadership101, WUSPI HR Department, Global Trade Center, 01/01/08
  • AESOD’s Coaching and Managerial Training for Call Center Professionals, Best Western Astor Hotel, Makati, 01/01/05

Timeline

CHIEF OF STAFF

STAYABLE | RISE8 MANAGEMENT, LLC
02.2024 - Current

MANAGING DIRECTOR

DEZYNSPACE | SERVSPACE PTE. LTD.
05.2022 - 02.2024

COUNTRY GENERAL MANAGER

SALESWORKS DIRECT INT’L INC.
04.2017 - 03.2022

GENERAL MANAGER

BOLTON INTERNATIONAL INC.
02.2013 - 04.2017

BUSINESS MANAGER

HENDERSON BLAKE BUSINESS SOLUTIONS INC.
05.2012 - 01.2013

OPERATIONS MANAGER

HENDERSON BLAKE BUSINESS SOLUTIONS INC.
03.2010 - 04.2012

TEAM HEAD AND SALES POC

UCESS PHILIPPINES INC.
10.2009 - 03.2010

TEAM LEADER

WESTERN UNION SERVICES PHILIPPINES INC.
12.2006 - 08.2009

TEAM LEADER

VISION-X GLOBAL SOLUTIONS INC.
10.2004 - 11.2006

INBOUND/OUTBOUND AGENT

VISION-X GLOBAL SOLUTIONS INC.
10.2003 - 09.2004

Bachelor of Arts - Behavioral Sciences

De La Salle University
04.2001 -

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