Pauline Marie Quianzon

• Spearheaded Store Operations, Logistics, and Customer Service teams, optimizing performance and efficiency
• Collaborated with RRHI Business Units and external partners on revenue-boosting and customer experience-enhancing projects
• Guaranteed order fulfillment efficiency, ensuring on-time delivery, staff productivity, and adherence to cost-per-order targets
• Championed service enhancement measures to elevate customer satisfaction and foster loyalty
• Identified and addressed pain points in the customer experience, resulting in a significant decrease in customer complaints related to GoCart stores.
• Supervised the design and execution of innovative projects to advance Platform and Operations capabilities
• Developed and executed strategies to boost gross merchandise value (GMV) and order volume in the non-supermarket and non-supermarket segments.
• Implemented measures to improve the efficiency of in-house riders, leading to better capacity utilization and reduced delivery times.
• Utilized real-time data analysis to optimize the mix of third-party logistics (3PL) and in-house riders, achieving lower order costs and improved delivery efficiency.
• Provided reports to the General Manager, as well as presented to key reports to the Robinsons Retail Holdings Inc, Management Committee (President and CEO, COO, CIO and CTO).

Customer Service Manager | GoCart (Robinsons Supermarket Corporation)

July 2021 to June 2022

• Established and implemented clear goals and objectives for daily operations to achieve operational excellence and enhance customer satisfaction.
• Optimized the use of resources, including personnel and technology, to maximize productivity. Developed and managed scheduling systems to ensure adequate staffing during peak and off-peak hours
• Tracked key metrics such as response time, resolution rates, backlog management and customer satisfaction scores. Conducted regular data analysis to identify trends and areas for improvement and created strategies to enhance performance.
• Developed and managed the customer service budget. Monitored and tracked all expenses, identifying opportunities for cost savings.
• Implemented a structured hiring process to recruit qualified candidates. Provided ongoing training programs to enhance employee skills and knowledge.
• Set clear performance targets and regularly assessed achievement against these goals. Provided feedback and support to Assistant Customer Service Manager and Team Leaders to drive continuous improvement.
• Tailored reports to the needs of different departments and upper management. Presented during Business Unit Mancom meetings to the President and CEO, COO, CIO, CFO and General Manager

• Mapped and defined the processes, standard operating procedures (SOPs) and templated customer responses
• Spearheaded the projects which include customer ticketing platform set-up, tech and social media integrations and understanding of customer channel preference.
• Driven down operational costs via processes improvement and strategic operational initiatives such as tech innovations and self-service options to streamline general customer inquiry.
• Managed all customer-facing teams including CS Operations, Customer Experience, and Payments.
• Established and reinforced clear goals and expectations of all team members. Implemented an integrated approach to coaching to ensure team members are receiving regular feedback and mentoring
• Managed the development of new hire training as well as ongoing professional development for the CS/CX organization.
• Developed and improved CS/CX KPIs including but not limited to overall contact ratio, customer churn, repurchase rate, agent productivity, resolution, and quality.
• Regularly coordinated engagement across the business such as Fulfillment Operations, Seller Management, Marketing, Product Management, and Human Resources

• Pioneered development of high-performing customer service team and elevated customer experience to surpass industry standards by building and leading a top-tier team.
• Managed comprehensive Customer Service Operations and oversaw Quality Assurance, Training, Workforce Management, and Reports Analytics, ensuring seamless service delivery.
• Established and optimized Live Chat and inbound call channels and efficiently addressed and resolved customer inquiries by developing and enhancing communication channels.
• Designed and implemented Key Performance Indicators (KPIs) to ensure the team consistently achieved and exceeded targets.
• Fostered cross-departmental collaboration worked with Marketing, Operations, Logistics, Dispatch, Technical, and Finance Teams to enhance the overall customer journey.
• Provided strategic insights to Executive Leadership and delivered direct reports and strategic insights to the CEO, CTO, and Operations Director, influencing company-wide customer experience initiatives.

• Integrated Quality Assurance, Workforce Management, and Data Analytics teams to streamline operations and improve service delivery and provided leadership to the Freight Management, Retail and Corporate teams
• Met and exceeded KPIs in collaboration with Australian stakeholders, aligning efforts between Australian and Philippine operations.
• Delivered strategic insights and updates to the CEO and Operations Manager, ensuring alignment with corporate objectives.
• Reinforced brand reputation and service excellence by maintaining high standards of customer service.
  Promoted collaboration across departments to enhance operational efficiency and service delivery.

• Led Social Media Customer Service Operations and managed a dynamic team of 1 team leader and 15 agents, ensuring effective handling of customer inquiries and issues through social media channels.
• Directed the Inbound Calls Division and led a robust team of 6 team leaders, 6 subject matter experts, and 65 agents, overseeing the efficient management of inbound calls and customer support.
• Pioneered the Buyer Chat Department and established a growing team of 3 team leaders and 40 agents, focusing on providing real-time support to buyers via chat.
• Managed Customer Service Outsourcing Initiative. Built the email outsource team with Transcosmos Asia Philippines with a team of 8 team leaders and a workforce of 250 agents, driving the successful outsourcing of customer service operations.
• Developed and Implemented Performance Enhancement Plans. Created and executed coaching sessions and training modules for team leaders, subject matter experts, and agents to improve performance and service quality.
• Met and surpassed key performance indicators set by the Shopee Regional Team, ensuring operational excellence and high customer satisfaction.
• Facilitated Cross-Functional coordination and collaboration with various lines of business to streamline customer service processes and enhance overall efficiency.
• Provided Strategic Leadership and aligned customer service strategies with Shopee's goals, ensuring consistent and effective service delivery.
  

• Directed a Retail department with a team of 27 agents, ensuring efficient operations and team coordination
• Developed and implemented innovative scorecards and performance metrics, driving the retail team to surpass established goals
• Led the Rejection project initiative, successfully reducing order rejection rates from 25% to a remarkable 13% within one week
• Interim management of the Logistics and Dispatch teams, maintaining seamless workflow and delivery processes.

• Managed a dynamic team of 28 agents, ensuring consistent achievement and surpassing of weekly performance targets
• Delivered regular coaching sessions and facilitated weekly team huddles to disseminate updates and strategic changes
• Performed quality audits on written work, assessing against established QA criteria to maintain high standards
• Acted as a key intermediary between management, the quality team, and writers to address and resolve concerns efficiently
• Compiled and presented comprehensive weekly and monthly performance reports to inform management decisions.

• Spearheaded a dynamic team of 10 agents, ensuring top-tier support for escalated customer interactions
• Delivered specialized training to agents, enhancing their skills as customer acquisition and service experts
• Implemented rigorous audit checks to maintain strict adherence to company policies and quality assurance standards
• Conducted targeted call listening and coaching sessions to foster agent development and performance enhancement
• Managed a suite of administrative duties, including attendance tracking, reliability reporting, and monthly performance scorecards
• Coordinated with management to streamline policy changes and process improvements across the team
• Orchestrated regular team huddles and departmental mini-trainings to maintain high levels of communication and collaboration.