Mary Joy Garcia

- Works under Global Treasury Management line of business. Manages NSG - Customer Outreach process.

- Supervises Customer Service Representatives handling internal and external customer inquiries, complaints, and dispute resolution, tasks and processes to ensure timely completion, with good quality, and meeting compliance.

- Identifies opportunities for Customer Service improvement, policy and procedure enhancement, and risk control development.

- Makes daily supervisory and tactical decisions in resolving issues of both internal and external partners, and leverage interpretation of policies and procedures.

- Creates staffing requirements under the direction of Customer Service Management. Manages allocation of people and financial resources for Customer Service.

- Collaborates with internal partners and relationship managers and interacts directly with external partners to ensure customer satisfaction.

- Coaches, mentors and guides talent development of direct reports. Conducts mid-year and year-end performance reviews to ensure goals set are being met.

- Assists in hiring talents to fulfill open requisitions.

- Conducts planning and execution of activities/events focusing on engagement and rewards/recognition to boost employee morale

- Provides inputs to Senior Management on strategies related to business, products, and customer service needs.

- Oversees team recruitment, training and development.

- Utilizes creative problem-solving techniques to generate solutions and direction for the group.

- Involves and participates in project transitions. Works closely with onshore business partners to closely monitor and track volume, team performance and analyze business trends.

- Creates reports for tracking and analysis.

- Prepares regular weekly, monthly, quarterly, and Annual reports detailing the status of operations. Present important data during operations and management meetings. Report key findings to management that will aid in decision-making.

- Conducts periodic reviews of internal processes to ascertain those operations are fully optimized.

- Handles escalation of customer issues and find resolution thereto, with speed and precision. Escalate to the General Manager of Fixed Broadband and provide recommendations which will be both beneficial to the client and our company.

- Direct involvement in the planning, development, implementation, and management of various assigned projects. Monitor activities to ensure execution in a timely manner and keep track of all pertinent data that will be needed for postmortem discussion.

- Represents Customer Service during the network performance review with VIP clients arranged by Relationship Managers.

- Supervises User Acceptance Testing and Proof of Concept activities of Customer Service Team as may be requested by the various internal business units from time to time.

- Initiated the CSAT & NPS Survey Program to gather insightful data to identify areas for improvement to convert our detractors to loyal advocates. Ensures that CSAT/NPS targets are met by the department. Escalate issues of our Unhappy customers to the appropriate department to seek permanent resolution to their issues.

- ISO Management Representative for Customer Service Department – worked on process documents including Standard Operating Procedures, Context of the Organization, Quality Objectives, Change Management, and Action Plans to address non-conformities.

- Monitors the performance of our BPO partners in Order Management processes such as Order verification, Cancellations, Returns and Refunds. Conducts business reviews to ensure all KPIs are achieved and issues encountered by both Inhouse and BPO teams are being addressed immediately.

- Does User Acceptance testing for projects, processes and tools that will be launched. Part of initiations and executions regarding automation of processes to ensure faster processing of all requests to provide an excellent customer experience.

- Represented Lazada Phils in Vietnam last March 2018 for a duration of 3 weeks to do the testing for Voyager project. Alibaba tools acquired by Lazada were tested. A successful project with very minimal errors during its launch on April 2018.

- One of the few representatives who did the testing of the new refund tool at Lazada Singapore in January 2019 to make sure transition will be smooth and launch will be successful with less errors. Conducted training to introduce the tool to the agents and support.

- Assumes the position of Training Lead for Buyer and Seller support. Main tasks include managing training specialists, lead the implementation of Learning Management System to track, assign, and coordinate training and interventions, as well as create reports, work with management to determine training needs and determines subsequent training and development priorities, participate in the development of the new hire training program to ensure onboarding success, lead trainers in identifying root causes and corrective actions related to training.

• Coaches and mentors team members to help them meet the targets, and creates developmental plan for their growth.
• Monitors performance, absenteeism, and attrition for the program and submits reports to our Account Manager when necessary
• Queue Management and doing floor support.
• Setting action plans based on the processes that were identified as the dissatisfaction and non-resolution drivers and making projections on the scores the program will achieve in the next quarter, doing reports for other support teams, attending several client calls & business reviews with the directors & other managers and leading other team managers how to manage their teams well.
• Provides email support to eBay's customers in UK and Ireland.
• Investigates accounts and provides solutions to incomplete transactions and unresolved disputes.

• Receives and processes incoming phone calls for dedicated clients in accordance with policies, procedures, quality standards, and federal laws and regulation. Obtaining, entering, and verifying customer information (e.g. names, addresses, credit card numbers, etc.), resolving billing concerns, and making upsells.
• Part of the pioneering batch for BE A BETTER MERCHANT Training. A commission-based program designed to teach and develop skills that are necessary for providing customers with the service and sales assistance, taking advantage of the opportunity to promote and offer customers additional Earthlink products or services.
• Promoted as part of the Escalation Team (Assistant Team Leaders) responsible for taking all complicated issues when customers requested a supervisor or a higher-level representative. Handles all escalated issues such as billing problems w/c can't be resolved by tier 1 reps, do callbacks if needed, and rendering floor support.