Loverlie Laroco

-Manages the employee shift schedule, ensuring full coverage of all shifts.

-Recruits candidates for the CSR position, ensuring they meet the role requirements and fit the company culture.

-Conducts training and development for CSR employees, including call monitoring, one-on-one coaching sessions, and team meetings to continuously improve their skills.

-Develops and documents Standard Operating Procedures (SOP) for all CSR department processes, ensuring consistency and operational efficiency.

-Sets performance targets, aiming for an 80% call conversion rate and a 35% message conversion rate.

-Manages the department's budget, ensuring that expenses do not exceed 1% of the company’s total revenue.

-Provides direction and leadership to team members, ensuring alignment with company goals.

-Creates a comprehensive knowledge base: centralized repository of information,

including frequently asked questions, troubleshooting guides, and product manuals, to help support employees provide quick and accurate solutions to customers.

-Manages team performance, conduct regular performance reviews, and provide constructive feedback.

-Provides high-level customer support, marketing analysis, and content creation Assists customers with product-related questions, feedback and complaints.

-Serves as point of escalation for complex customer issues, capturing timely resolution to drive client retention.

-Implements revised escalation procedures and standardized SOP documentations to significantly boost service quality levels, reduce turnover, and maintain consistent response time SLAs.

-Collaborates with the founders in terms of market insights, analysis and research

-Effectively tracked task completion and timelines using specific software tools

Initiated development of easy-to-follow SOP, aiding team members to grasp compliance and comprehension

-Developed comprehensive project plans, outlining scopes, timelines, and resources, facilitating smooth execution using our project management tool and partnered it with our communication tool

-Developed 360-degree feedback and evaluation system

-Facilitated smooth transition through collaborative leadership in change management program and due diligence

-Streamlined communication channels between project teams and external partners, improving coordination and project cohesiveness.

-Facilitated regular team meetings and stakeholder updates, fostering open communication and collaborative problem-solving.

-Led cross-functional teams to deliver projects within budget and on time, enhancing client satisfaction and stakeholder value.

-Spearheaded initiatives to improve project management processes, resulting in increase in team efficiency.

-Recruited and profiled targeted team members to drive organizational growth.

-Planned training approach to improve team skills and drive performance focused on customer centric approach in chat and email Collaborated with marketing to set strategic direction and implement long-term business plans.

-Reviewed and optimized operational customer service processes, and rolled out changes to achieve excellence in service delivery.

-Established a Customer Service Department to support our client bases in social media and website traffic

-Trained Customer Service Associates and collaborated with Marketing team when it comes to alleviating customer painpointss

-Managed client relationships to boost retention and maximize revenue. Managed daily operations by overseeing financials, Key Performance Indicators (KPIs) and employee performance.

-Developed and supervised Operations team by providing orientation, training, support and direction.

-Determined performance goals, providing crucial feedback through coaching and mentoring.

-Led the change management & transformation of customer service procedures, gradually improving client satisfaction and loyalty. Implemented processes and structures to make business effectively operational without compromising quality.

-Successfully led a diverse team of 1,500 employees in managing multiple lines of businesses such as Customer Service, Back Office, Sales and Retention Implemented initiatives and game plans that boosted shrinkage by 25% alongside enhancing AHT, productivity by 1 minute, and the quality of service

-Successfully improved revenue performance by 110% on an annual basis by minimizing shrinkage and maximizing billable hours Ensure compliance with contractual obligations including CSAT, AHT, and Quality Implemented multiple strategic campaigns resulting in significant enhancements to both client and corporate metrics, yielding a 500 FTE increase.

-Collaborated with in-house partners to boost productivity, performance, and engagement thereby creating revenue opportunities.

-Partnered with Analytics team to optimize chat processes, resulting in increased cost efficiency and higher quality metrics.

-Contributed to the RFP preparation for a new line of business, resulting in profitable scalability and increased headcount potential

-Successfully transitioned and ramped up agent headcount, growing from 300 to 1500 in just two years.

-Championed the execution of the BPO initiatives in the Philippine branch that focused on headcount strength and refining end-user experience. Directed operations for various Lines of Business and oversaw implementation of Adhoc projects.

-Worked closely with clients and in-house Quality teams to execute process optimizations that significantly improved customer satisfaction and retention rates.

-Directly involved with process improvement review with the Quality team that leaned towards customer experience and cost efficiency

-Spearheaded the launch of multiple LOBs while maintaining quality of service

-Executed end-to-end operational management for a team of 2500 agents, monitoring performance across 10 LOBs while maintaining effective vendor relationships.

-Successfully acquired simple to complex projects through strengthened client partnerships resulting in increased agent headcount

- Achieved a significant reduction of executive complaints by 70% in just three months through the implementation of a Service Fulfillment team Presented comprehensive case studies and trend analysis for clients, leading to a favorable ruling on penalty disputes due to AHT delays attributed to hold times and ACW.

-Partnered with enabling groups and cross-functional departments to conduct workshops to identify process improvements, leading to an improvement in customer service painpoint