Ma. Cecilia Amarille

Company Overview: DataFlow is a global leader in Primary Source Verification (PSV) for professional and educational credentials, primarily serving clients in healthcare and government sectors across the Middle East and Asia. DataFlow verifies educational, employment, and licensing credentials directly with issuing authorities to ensure authenticity, compliance, and industry standards.

• Customer Service: First Team Lead hired for the Philippine team; led 10 associates and improved Customer Satisfaction Score from 65% to 92%, sustaining it at 95%+ through coaching and performance monitoring.
• Operations (Client Delivery): Promoted to Associate Manager, overseeing end-to-end document verification and Final Quality Check; increased on-time delivery from 76% to 95% and reduced error rates from 10% to 3%. Managed 8 Final Quality associates and worked cross-functionally to meet client delivery KPIs.
• Project Management: Drove process improvements with teams in India, the UAE, and MENA regions for core clients and led the rollout of a customized chatbot solution that improved customer query handling and significantly reduced ticket backlog.

• Led a customer service team for the Bouqs flower delivery project, ensuring consistent performance and client satisfaction.
• Increased sales performance from 60% to 80% by coaching and streamlining internal processes.
• Maintained high Net Promoter Score (NPS) metrics and supervised back-office operations to ensure smooth workflow and support.

• Managed a 13-member team for the WhatClinic.com account, facilitating patient-clinic bookings.
• Improved appointment bookings by 10% through workflow adjustments.
• Maintained a 93% quality rating, ensuring top-tier service delivery.

• Oversaw a team for SpareFoot, an online self-storage marketplace.
• Achieved 85% sales performance, contributing to revenue stability.
• Helped enhance sales processes to meet operational goals.

• Handled a technical/billing/sales account for a major U.S. telecom provider.
• Increased customer satisfaction to 90% via process improvements.
• Led a pioneer sales retention team, achieving 80% customer retention.

• Managed inquiries in Mortgage Banking, escrow, and collections.
• Conducted fraud investigations for credit card accounts, improving risk detection.
• Transitioned from customer service to risk management, demonstrating versatility.

• Supervised support for Citibank credit cards, earning 3x Team Lead of the Month.
• Launched and led a technical account for AT&T, achieving a 92% CSAT rating - highest among Philippine teams.