Herminia Ignacio
Manila City
Summary
Dynamic Customer Interaction Manager with extensive experience at LBC Express, Inc., adept at optimizing operations and enhancing team performance. Proven track record in project management and employee coaching, successfully resolving escalated complaints and driving efficiency improvements. Skilled in decision-making and performance evaluations, fostering a high-morale environment for teams.
Overview
15
15
years of professional experience
Work History
Customer Interaction Manager
LBC Express. Inc
12.2021 - Current
- Oversees the different teams under LBC Contact Center such as the Digital Touchpoint, Complaint Management, Outbound and Support.
- Manages the performance of Section Heads and Team Leaders
- Handles projects and initiatives that enhances processes in the Contact Center
- Formulates strategies to ensure that operations runs smoothly and achieves the targets
- Participates in department's budget preparation
- Attends meetings with different business units for various reasons (product cascades, project discussion, performance presentation, etc)
- Conduct coaching sessions to supervisors and agents during performance review
- Resolves escalations from VIPs and management endorsed complaints
- Involves in the creation of engagement activities which enhance morale and motivation to the team
Contact Center Section Head
LBC Express. Inc
01.2013 - 11.2021
- Streamlines processes and optimizing workflows to increase efficiency
- Sets performance targets for team members and formulates strategies to achieve them
- Analyzes performance metrics to identify trends and areas for improvement within the contact center operations.
- Resolves customer complaints from the management and VIPs.
- Serves as Project Manager for the Digital Transformation projects
- Participates in the budget preparation and monitoring of the department
- Attends meetings with different business units for project discussion, performance presentations, product cascades and others.
- Spearheads hiring of manpower
- Validates reports prior submission to the Senior Manager
Contact Center Team Head
LBC Express Inc.
02.2010 - 12.2012
- Supervises group of agents handling Asia Pacific, Middle East and Philippines customers
- Monitors call volume trends to anticipate peak periods, proactively adjusting staffing schedules to ensure optimal coverage and minimal customer wait times.
- Conducts coaching session to agents to discuss their performance
- Handles escalated calls
- Coordinates with different business units to resolve customers' concerns
- Evaluates the performance of the agents
- Ensures that contact center targets (answer level, service level, handling time, etc)
Education
Master of Arts - Communication Management
Pamantasan Ng Lungsod Ng Maynila
Intramuros, ManilaBachelor of Arts - Communication Arts
University of The East
Recto, Manila04-2006
Skills
- Customer service
- Team leadership
- Decision-making
- Project Management
- Complex Problem-solving
- Verbal and written communication
- Operations management
- Performance management
- Performance evaluations
- Policy and procedure development
- Employee coaching and mentoring
Accomplishments
- Deployed the chatbot in 12 Facebook pages to achieved efficiency and increase customer satisfaction in 2020.
- Represented the department in the ISO certification last 2017
- Spearheaded the preparation for the ISO 9001:2015 internal audit.
- Managed the smooth office relocation from Makati to Pasig in August 2014.
Timeline
Customer Interaction Manager
LBC Express. Inc
12.2021 - Current
Contact Center Section Head
LBC Express. Inc
01.2013 - 11.2021
Contact Center Team Head
LBC Express Inc.
02.2010 - 12.2012
Master of Arts - Communication Management
Pamantasan Ng Lungsod Ng Maynila
Bachelor of Arts - Communication Arts
University of The East
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