Edgardo Flores Guinto

• Led, supervised, and managed the staff of 1 Contact Center Manager, 3 Officers, 2 Training Associates, 15 Resolution Agents, 40 Contact Center Agents and 10 KYC agents assigned to handle ticket creation and resolution of Bayad customers and KYC validation of potential Bayad app customers.
• Executed special projects as mandated by Operational Requirements: Successfully launched the ticketing system used by CIS-Bayad Center Inc called Space.
• Conceptualized the Customer Engagement Platform as a customer relationship management tool to be able to automate some of the tickets and improve the customer experience of Bayad customers
• Documented the following policies as mandated by the Bangko Sentral ng Pilipinas:

o Complaints Handling Policy

o Training Policy

o Social Media Handling Policy

o Bayad Contact Center’s Service Standards

• Led, supervised, and managed the staff 10 Team Managers and 160 agents assigned to Social Media, SMS and Email Correspondence platforms of SkyCable Corporation.
• Executed special projects as mandated by Operational Requirements: Project Sulit Reloaded – conceptualized and implemented an in-house tool to improve automated responses for all inbound SMS transactions.
• Has effectively reduced manpower costs despite new product launches by saving 57 FTEs per month due to automation.
• Non-Voice CSAT – conceptualized and implemented an in-house tool to measure the effectiveness of Non-Voice agents in addressing customers’ concerns.
• Blue Printing of the Non-Voice standard process (Customer Experience Service Program).
• Facebook Chatbot - participated in the conceptualization and execution of SkyCable's Facebook Messenger account which helped in automating 50% of Facebook transactions.
• Launched Live Person Conversational Messaging Platform via Twitter (October 2021), Facebook (November 2021) and Viber (February 2022).

• Led, supervised, and managed the staff 4 Supervisors and 70 agents assigned to Social Media, SMS and Email Correspondence platforms of SkyCable Corporation.
• Analyzed forecasted results versus actual performance to impart opportunities for improvement.
• Coordinated with Department Heads and Project Leads.
• Executed Special Projects as mandated by Operational Requirements: Project Sulit – conceptualized, planned and executed an in-house tool to automate responses for all inbound SMS transactions.
• Objective is to come up with cost efficiency measures and help reduce manpower costs.
• Multi-Channel Solution – developed an automated monitoring system for non-voice transactions.
• Objective is to automate incoming transactions to efficiently measure productivity and efficiency of agents such as handling time and SLAs.
• MySKY Chat – planned and conceptualized the alternative contact channel of SkyCable Corporation in partnership with the Digital Marketing and IT and T.

As Office Support Supervisor (February 2012 to October 2012):

• Complaint resolution handling on all billing and technical related issues for cable and data via SMS Helpdesk, Social Media and Email Correspondence.
• Executed Message Blasts via SMS, and uploads information via social media sites.
• Weekly and monthly report-generation for SMS Helpdesk, Social Media and Email Correspondence sections of Customer Care, which are needed for the regular Management Operations meetings.
• Special Projects: Project Leap2ICMS – SME (subject matter expert); primary task is policy creation and execution on the migration of Destiny subscriber accounts to its new system: ICMS.

As Billing and Inquiry Group Supervisor (July 2011 to February 2012):

• Complaint handling in billing-related subscriber complaints via inbound calls.
• Shift management of inbound agents.
• Weekly and monthly report-generation for Social Media platform of SKY.
• In-charge of Account Management; OSP (Owning and solving the problem) on executive endorsements.
• Special Project: Social Media platform of SKYcable and SKYbroadband for all after-sales inquiries and services.

As Technical Support Group Supervisor (July 2009 to July 2011):

• Complaint handling in technical-related subscriber complaints via inbound calls
• Shift management of inbound agents.
• Weekly and monthly report-generation for Social Media.
• Special Project: Social Media platform of SKYcable and SKYbroadband for all after-sales inquiries and services.

As Customer Care Specialist (October 2007 to June 2009):

• Resolved customer's questions or problems over the telephone, mobile unit, email, or in-person, in the areas of product content and other needed services.
• This includes appropriate referral to other service areas, follow-up, up-selling, and troubleshooting.
• Gathered complete and accurate information on the nature, complexity, and urgency of customer issues and accurately recorded all information in the Integrated Customer Management System (ICMS).
• Identified and reported to immediate superior the trends driving elite customer complaints on products and services
• Managed individual accounts on its billing cycle, collection, and signal stability within a specified allocation of accounts
• Provided a positive customer experience for every customer contact
• Took ownership of customer issues and ensures problems are resolved promptly and professionally
• Provided input and participated in the development of product changes and new product releases
• Maintained an in-depth understanding of SkyCable Corporation's products and departmental procedures
• Served as back-up to colleagues within the Customer Care group when necessary
• Anticipated and exceeded internal and external customer expectations, while striving to deliver a best-in-class customer experience
• Consistently displayed a friendly, enthusiastic, positive, and professional attitude in both words and actions

As Customer Care Associate (April 2007 to October 2007):

• Responsible in attending subscribers' requests and complaints for billing and technical support.

As Customer Care Associate/Internal Quality Auditor (March 2004 to April 2007):

• Responsible in attending subscribers' requests and complaints via inbound calls.
• Responsible in planning and implementing internal quality audits to determine the effectiveness of the quality management system and to verify whether quality activities comply with planned arrangements.
• Responsible in conducting regular and special audits in accordance to ISO 9001:2000 and ISO 9011:2002 standards for SkyCable Corporation.
• Special Project: Project Analog to Digital Encryption; ISO 9001:2000 Certification conducted by Rosehall Management, Inc.