Juluis Guillermo

Sales LOB - I successfully managed two distinct tiers, specifically Inbound Sales 1 and 2, and I am the sole Associate Manager entrusted with overseeing the top-tier line of business. The headcount under my supervision ranges from 15 to 20 associates.

• I will ensure that I conduct regular one-on-one coaching sessions with all my associates to guarantee that everyone is aligned and maintains open communication within my team.
• Regularly performing call audits is essential to ensure that all associates are aligned and adhering to the standard operating procedures. This process is vital for maintaining the quality of all calls and for facilitating triad sessions.
• Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
• Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
• Increased sales revenue by developing and implementing effective sales strategies.
• Led a successful sales team by providing motivational coaching and performance-based incentives.
• Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
• Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
• Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.

Billing LOB -I served as the point of contact for the MNL Billing department, which comprised a total of 42 associates organized into two distinct teams.

I am accountable for managing projects in collaboration with the client.

• Check Request - If the current customer has remaining store credit on their account and is unable to complete the standard refund procedure, we possess specific tools, including JIRA, that enable us to issue the amount as a cheque.
• I am tasked with developing the presentation materials for the weekly and monthly Business Review meetings with the client. Additionally, I oversee the creation of the schedule and staffing arrangements, from the support level to the associates at the MNL site.
• I will ensure that I conduct regular one-on-one coaching sessions with all my associates to guarantee that everyone is aligned and maintains open communication within my team.
• Regularly performing call audits is essential to ensure that all participants are aligned and adhering to the standard operating procedures. This process is vital for maintaining the quality of all calls and for facilitating triad sessions.
• Collaborated closely with other departments, fostering strong working relationships to expedite resolutions of cross-functional issues impacting revenue collection.
• Maintained a high level of customer satisfaction by addressing inquiries promptly, resolving issues effectively, and consistently delivering accurate invoices within established timeframes.
• Enhanced team productivity by providing ongoing training, guidance, and support to billing staff members.

Inbound Support LOB - Technical Support Managing 15 to 18 associates., This line of business assists all customers with their concerns related to Domains, Websites, Billing, and Email. We also ensure that the DNS records are updated and contain accurate information to guarantee the proper functioning of all connected products.

• Regularly performing call audits is essential to ensure that all participants are aligned and adhering to the standard operating procedures. This process is vital for maintaining the quality of all calls and for facilitating triad sessions.
• I will ensure that I conduct regular one-on-one coaching sessions with all my associates to guarantee that everyone is aligned and maintains open communication within my team.
• Provided exceptional customer support, resolving complex technical issues with effective communication skills.
• Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
• Reduced downtime by proactively identifying potential network problems and implementing corrective measures.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

As the Tech Lead -

• Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
• Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
• Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
• Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
• Streamlined customer service processes for improved efficiency and increased positive feedback.
• Collaborated with cross-functional teams to improve overall customer experience and product quality.

In addition to my responsibilities as Tech Lead, I have also contributed to the following projects.

• Website + Marketing - Prior to the official launch of the forthcoming new Line of Business (LOB), I have been selected by the client to participate in the development of new products, specifically focusing on providing a DIY website for website and marketing services. Our responsibility includes offering enhancements to their current products, transitioning them to the new Website and Marketing (W+M) framework. Additionally, we are committed to ensuring positive feedback and a favorable Net Promoter Score (NPS).
• Inbound Sales Canada - The client has also designated me to handle calls from the Canada region to ensure that I can provide products that align with customer needs.
• Outbound Sales Canada - I have also been appointed by the client to serve as business advisors for all GoDaddy customers in Canada. Our role involves making outbound calls utilizing leads provided by our client, which are automatically dialed by the IVR system. We are tasked with presenting the available products and clarifying the differences between the legacy products and the upgraded or updated offerings.

Reactive Chat - We address technical issues and ensure the opportunity for upselling, maintaining 2 to 3 concurrent interactions.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
• Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
• Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
• Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
• Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.

• We handle Airline Booking
• A customer Service Associate assist customer with inquires to a company's product and services
• Customer Service Associate maintain adequate company and product knowledge to provide proficient service
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.

• We handle and supervise a team a cable company in USA (Dish)
• A person has special skill or knowledge on a particular job or topic
• SMEs are highly accessed by instructional designer to extract intelligence when developing courseware and learning programs
• Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
• Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
• Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
• Built constructive customer relationships to improve loyalty and recommendations.

• Customer service specialist process complaints and issues related to product or services
• They help customers complete purchase, upgrades, and returns and frequently provide advice and technical assistance as well
• Enhanced customer satisfaction by resolving issues promptly and professionally.

• I am responsible for compiling, sorting and processing data, all fill up forms came from LGU's we're responsible to update the data will submit to all Government agencies
• Prepared source data for computer entry by compiling and sorting information.
• Reduced errors in encoded data by conducting thorough quality checks on completed work.
• Completed daily data back-up to secure records.
• Enhanced data accuracy by meticulously encoding information from various sources.

• Company Overview: A subsidiary of MERALCO Corp
• I handle all establishment meters, who forward all disconnections notice to all leadman and officers
• I handle all customers complaints in regards with their electricity bill
• A subsidiary of MERALCO Corp
• Increased department efficiency by managing correspondence, answering phones, and directing inquiries to appropriate personnel.
• Maintained confidentiality of sensitive company information while handling sensitive documents and communications.

• Company Overview: Golden Achers Development Incorporated who manage all Mc Donalds Restaurant in the Philippines
• Restaurant Marketing is the systematic and measurable process of increasing market visibility, attracting new customer and generating revenue
• Consistent marketing efforts are essential to any restaurant business plan
• Golden Achers Development Incorporated who manage all Mc Donalds Restaurant in the Philippines
• Enhanced customer satisfaction by providing efficient and friendly service.
• Prepared food items accurately and quickly, adhering to strict food safety guidelines.
• Maintained a clean and organized work environment for improved customer experiences.

• Service crew members prepare and serve food, process customers payment, and provide customer service
• Service crew members work within the Restaurant itself, and do not travel outside the property to perform their regular work duties