Irineo Benedict Erestain VI
Las Pinas
Summary
Experienced with specialized tasks and processes integral to role. Utilizes advanced analytical skills to enhance operational efficiency. Track record of implementing strategic initiatives and driving team success.
Overview
28
28
years of professional experience
Work History
Senior Specialist - Contract Administration
Globe Telecom Inc.
06.2017 - 05.2024
- Check and validate business requirements for the accreditation and renewal of lease contracts
- Guide Area Head leaders in understanding the process of the new accreditation
- Translate requirements into effective and efficient business processes that conform to best practices
- Identify, document and understand process dependencies
- Document customer impacting processes of existing services
- Monitor alignment of systems and agreed processes across all touch points and channels
- Identify risks which may have impact to operational activities, cost, business direction, etc. which are driven by policies and procedures
- Recommends and documents risks and controls driven by changes in policies and procedures
- Assemble and involve critical players to align end to end processes
- Monitor alignment of systems and agreed processes across all touch points and channels
- Led cross-functional teams to enhance service delivery and customer satisfaction initiatives.
- Developed and implemented strategic plans to optimize network performance and operational efficiency.
Retail Senior Officer for Sales, Customer Service
Globe Telecom Incorporated
06.2000 - 05.2017
- Managed customer inquiries and resolved issues efficiently to enhance satisfaction and loyalty.
- Developed product knowledge to effectively upsell services and meet customer needs.
- Trained new team members on best practices for customer engagement and service excellence.
- Identified opportunities for process improvements, streamlining workflows, and increasing productivity.
- Collaborated with sales teams to align strategies for maximizing revenue opportunities.
- Monitored performance metrics to ensure adherence to service standards and operational goals.
- Led initiatives to enhance team performance through targeted coaching and feedback sessions.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
Senior Specialist - Customer Care
Philippine Telegraph and Telephone Corporation
09.1996 - 05.2000
- Perform customer pacification for all types of service complaints
- Ensuring external complaints resolution within set standards
- Personalized prompt response and favorable solutions to promote corporate goodwill and strong public relations
- Organize, perform and facilitate the backroom support services
- Design, implement and monitor applicable methods in order to minimize churn and implement save-win back customer retention strategies
- Manage the customer interaction, developments and application of after sales monitoring systems of programs
Education
Bachelor of Science - Business Management
De La Salle University
Dasmarinas, Cavite03.1996
Skills
- Innovation management
- Analytical thinking
- Documentation management
- Customer relations
- Management collaboration
References
Jemelee, Onnagan, jvonnagan@globe.com.ph, 09175882694, Globe Telecom Inc
Hobbies and Interests
Performing Arts
Timeline
Senior Specialist - Contract Administration
Globe Telecom Inc.
06.2017 - 05.2024
Retail Senior Officer for Sales, Customer Service
Globe Telecom Incorporated
06.2000 - 05.2017
Senior Specialist - Customer Care
Philippine Telegraph and Telephone Corporation
09.1996 - 05.2000
Bachelor of Science - Business Management
De La Salle University
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