Jojie Marie Lapating
Taytay,RIZAL
Overview
21
21
years of professional experience
Work History
Country Manager
Imprintery.com, Sourcery.com, Makermade.com, Digital Imports.com, Digital Exports.com, USBPromos.com
02.2020 - 10.2023
- 100% Remote employee in the Philippines
- Reporting to the President of the company in the US
- Working with the General Manager and staff in China
- Coordinating with China and US colleagues
- Monitoring Sales and Accounting with profit & loss (P&L)
- Responsible of the company and employee's payroll and timekeeping
- Checking finances with the company's accountant
- Responsible in Operations with Sales & Marketing Performance Report
- Client-facing on large orders in SAGE, ESP, Alibaba or Global Sources
- Monitoring staff activities in Freshdesk, Amazon and Shopify
- Handling different domains within the company
- Admin of all the company's social media accounts and platforms
- Handling ad hoc tasks on a daily basis in the US and China
- Responsible for hiring, training, workforce and operations
- Coordinating with clients and suppliers
- Responsible in purchasing of goods within the Philippines
- Booking trucks within US
- Responsible for travel arrangements and admin tasks
- Reason for Leaving: Retrenched; company affected by US-China Trade war and US recession
General Manager
TenXROI, Giraffe Builders, Localsocialpro
10.2019 - 12.2019
- Launched the call center in the Philippines
- Reason for Leaving: Ended Contract
General Manager
11.2016 - 10.2019
- Handling E-commerce and Service Industry
- Finance and Accounting: Responsible in managing profit & loss (P&L)
- Marketing: Responsible in branding, marketing and sales functions
- Operations: Responsible for planning and day-to-day operations of the business, coordinating, staffing, organizing, and decision making
- Implemented policies and procedures; created the employee handbook
- Legal: responsible in writing contracts for shareholders, business partners and franchisees
- Achievement: Closed deal with local and international investors for the growth of the company
- Achievement: Tied-up with financial institutions for the company's working capital
- Achievement: Locked contracts with Shareholders in different branches
Financial Data Manager
S&P Global
11.2011 - 11.2016
- Responsible for the company's content on Market Research, Business Intelligence and Translations
- Responsible with the performance of the local site QA Manager, Production Managers and Training Manager with linguists supporting 14 different languages
- Managed a total of 70 local and foreign nationals with translation agencies across the globe
- Collaborated with colleagues in USA, Argentina, India and London offices
- Implemented process improvement of various functions in different languages
- Responsible in checking the volume and capacity to handle coverage from various countries
- Provided an intense focus on product timeliness, coverage, and quality
- Owned the quality and efficiency of production processes, training, and documentation
- Owned departmental processes, procedure, and workflow in compliance with global standards
- Reason for Leaving: Had to stay home and take care of my daughter who was critically sick at that time
- Achievement: The only one and first Filipino/Manila site employee nominated for Global ACE award March 2014
- Achievement: Cleared company backlog with faster processing time from an average of 10 minutes to 2 minutes
- Achievement: Shortened technical training from 6 months to 1 month
- Achievement: Consistently maintained operations QA average at 90% and above
- Achievement: Cross-trained linguists from one workflow to another and they were trained to support another division within the company
- Achievement: Q3 Essential Excellence Award Finalist
- Achievement: Winner: Lean Excellence Award Q3 2016
Senior Account Manager
Sutherland Global Services
10.2005 - 11.2011
- Managed the Operations of US clients in different sites and geographies of various industries
- Handled inbound and outbound phone, email and chat support
- Handled technical support, customer service, sales and collections
- COPC trained and achieved the highest score at 90/90 against the target of 50/75
- Achieved a score of 94% on Six Sigma Greenbelt Training
- Implemented/Launched accounts that included off-shore outsourcing operations
- Achieved an average of ±3% Annual Revenue Variance
- Adept in forecasting, staffing and scheduling that has helped the client to achieve 100% service level within 1 hour
- Handled an email account that has grown 5x than its original headcount
- Handled a chat account that has grown 6x than its original headcount
- Added additional queues in a span of 3 months tenure within the program
- Maintained absenteeism and attrition at
- Implemented process improvement plans for several clients that contributed to the growth of their company
- Reason for Leaving: Better opportunity and career enhancement
- Achievement: Best Senior Account Manager for an American company that provides processing and marketing services for private and proprietary MasterCard and Visa prepaid debit cards
- Achievement: In less than 4 months of tenure within the program, AHT improved from 240 to188 seconds against the target of 180 seconds that has never been achieved since the program was launched in 2009
- Achievement: Optimized seat utilization and manpower that has increased the net profit by 8%
- Achievement: Pulled-up Service Level from 15% to 95% against the target of 70% with only 5 months of tenure within the program
- Achievement: Acquired %volume of inbound phone support from competitor
- Achievement: 6 Sigma Greenbelt Project Lead for the world's third-largest supplier of enterprise resource planning software and largest supplier to small businesses
- Achievement: CSAT improved from 54% to 83% against the target of 75% with 6 months of tenure within the program
Assistant Manager of Operations
HSBC
02.2005 - 08.2005
- Outstanding Achievement/Best Effort Award on FDCPA Compliance Exam during the Collections Fundamentals and CBS Training
- Best Effort Award 2005
- Reason for Leaving: relocation of HSBC office from Makati City to Alabang
Sales and Customer Service Supervisor
Aegis-Peoplesupport
01.2003 - 01.2005
- Supported the Team Manager in providing leadership, guidance, and support to customer service representatives that produced a positive and productive work atmosphere with team spirit
- Reason for Leaving: relocation from Cebu to Manila
Customer Service and Technical Support agent
Earthlink
09.2003 - 12.2003
- Company Overview: an Internet Service Provider (ISP)
- Expert in handling calls on billing, installation, promotion inquiries, refunds, credit and technical calls pertaining to cable support line that included troubleshooting Operating Systems like Windows (version 98, ME, 2000, XP) and Macintosh (version 9.0, 10.0,10,1,10.2,10.3)
- Configured client specific webmail, Outlook (versions 2000, 2002 and 2003), Outlook Express version 5.0 and 6.0, Macintosh mail (version 9.0, 10.0,10,1,10.2,10.3)
- An Internet Service Provider (ISP)
Education
Bachelor's Degree -
References
- Eleonora Rossotto, Global Translation Manager at S&P Global, erossotto@spcapitaliq.com
- Adam Scanlon, Vice President at S&P Global, ascanlon@spcapitaliq.com
- Nordon Wong, Senior Business Director at Sutherland Global Services, Nordon.Wong@SutherlandGlobal.com, 09088807302
- Riki Dacanay, Vice President at Sutherland Global Services, Riki.Dacanay@SutherlandGlobal.com, 09175561906, 09088807200, (02) 5854141
Training
- Lean Training, 11/01/16
- Leadership Essentials Training, 03/01/15
- Moving Towards Greater Excellence through Teamwork, 10/01/14
- Management Essentials, 11/01/13
- Operations Business Management (OBM) Training, 06/01/11
- Hiring Only the Best, 01/01/09
- Six Sigma Greenbelt Training, 01/01/08
- Customer Operations Performance Center (COPC) Management for BPO Industry, 01/01/06
- Management Training, 01/01/05
- Supervisor Training, 01/01/04
- IT Basics, 01/01/03
Phonenumbers
+639175809562, +63-8-6545070
Timeline
Country Manager - Imprintery.com, Sourcery.com, Makermade.com, Digital Imports.com, Digital Exports.com, USBPromos.com
02.2020 - 10.2023
General Manager - TenXROI, Giraffe Builders, Localsocialpro
10.2019 - 12.2019
General Manager -
11.2016 - 10.2019
Financial Data Manager - S&P Global
11.2011 - 11.2016
Senior Account Manager - Sutherland Global Services
10.2005 - 11.2011
Assistant Manager of Operations - HSBC
02.2005 - 08.2005
Customer Service and Technical Support agent - Earthlink
09.2003 - 12.2003
Sales and Customer Service Supervisor - Aegis-Peoplesupport
01.2003 - 01.2005
University of the Philippines - Bachelor's Degree,
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