Summary
Overview
Work History
Education
Skills
Websites
Certification
Software
Timeline
Generic
Jillford Palgan

Jillford Palgan

Experienced Customer Support And Success Management
Davao

Summary

Driven with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

12
12
years of professional experience
4
4
years of post-secondary education
3
3
Certifications

Work History

Customer Support Manager

Dayforce
3 2022 - Current
  • Design and implement customer Services process roadmap from scratch to guide the team and optimize customer query handling
  • Support ongoing customers service process improvement to rapidly and effectively adapt processes to our services Train the team about new processes, get feedback and take corrective action to implement new processes
  • Act as a Link between different departments to ensure feedback from customers is correctly shared in order to enable the relevant teams to use this feedback to develop constant improvement Prepare and review documents and accurate reports to be shared with for 3rd parties Review and maintain large data files of information to provide to the relevant parties Support the team with various operational tasks that increase the team's effectiveness, and act as an escalation point for team members Endorse a constant learning and motivating atmosphere within the team, that motivates and encourage teamwork Prepare a leave plan for team members Jillford Palgan - page 1Define and monitor monthly SMARTER objectives for team members according to our innovative Performance Management system Collaborate with the HR department to initiate training, team resources, and recruitment
  • Encourage teamwork and support junior team members on day-to-day activities
  • Follow and suggest improvements on Standard Operations Procedures (SOPs)
  • Act as subject matter expert and ensure staff assigned with responsibility under his scope are managed seamlessly

Senior Client Services Manager

TaskUs
10.2020 - 03.2022
  • Financial Management: Achieves annual top-line revenue generated by the campaign as forecasted, gross margin % month/month as forecasted by finance Leads the internal team to ensure we have a focus on long and short-term objectives
  • Established performance and service goals and held associates accountable for individual performance
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates
  • Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.

Senior Operations Manager

Tech Mahindra
03.2019 - 10.2020
  • Increased NPS Performance from 23 to 57 within the first three months of joining the campaign through Demand Synthesis Approach and Operational Rhythm set for Operations Generated a New from Base opportunities for the campaign which added 300 additional HC for the site
  • This was possible due to the improvement in attendance from 20% to 5%, attrition 10% to 4% and performance Plotted the first Fiscal Year Calendar of employee engagement for the campaign with a budget to drive high eNPS Headed the automation projects for the clients and established the Customer Journey Mapping and Demand Synthesis for process improvement Developed and implemented high-quality work environment as measured through employee satisfaction ratings
  • Provided leadership for continual management and employee training initiatives
  • Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations
  • Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving
  • Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.

Senior Manager Customer Support

Inspectorio
05.2017 - 03.2019
  • Established customer support framework from Chat and Email Guidelines to Quality audits Administered Zendesk in creating rules, macros, shortcuts, KPI, and user profiling Established KPI goals for each stakeholder to improve efficiency, productivity, and customer experience Led process improvement through weekly stakeholders meetings
  • Customer Journey mapping to address end-user gaps Point of escalations for both internal and external concerns Managed multi Geo support team across the globe Maintained CSAT score at 97% month over month
  • Respond to chat and email inquiries off the end-users if the queue is high.

Operational Excellence Manager

Teleperformance
05.2012 - 05.2017
  • Operational process expert dedicated to support leadership development activities at the site level Oversee daily operational activities through audits, shadows and assessments to effectively gauge operational compliance and quality Expected to partner with operations in the development of action plans and training interventions for gap closure Operational Process Assurance and Develop Leadership Competencies Lead NPS and Operational Rhythm Integration and embedding in the site
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate
  • Managed, trained and motivated personnel to continuously improve knowledge and abilities in performance management field
  • Developed and implemented high-quality work environment as measured through employee satisfaction ratings
  • Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.

Education

BS, Information Technology -

University of Mindanao
06.2007 - 05.2011

Skills

Data Analysis

Certification

Strategic Thinking - LinkedIn

Software

Salesforce

Zendesk

MS Office

Intercom

Confluence

Hubspot

Timeline

Senior Client Services Manager

TaskUs
10.2020 - 03.2022

Senior Operations Manager

Tech Mahindra
03.2019 - 10.2020

Senior Manager Customer Support

Inspectorio
05.2017 - 03.2019

Operational Excellence Manager

Teleperformance
05.2012 - 05.2017

BS, Information Technology -

University of Mindanao
06.2007 - 05.2011

Customer Support Manager

Dayforce
3 2022 - Current

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Jillford PalganExperienced Customer Support And Success Management