Spreadsheet
RALP MORIS BRONDIAL
Head Of Customer Experience
Quezon City
Summary
Accomplished leader in customer service, technical support and startups seeking to leverage extensive knowledge of customer service, leadership, performance management, project management, process improvements and Insurance claims. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
16
16
years of professional experience
1
1
year of post-secondary education
2
2
Certifications
Work History
Head of Customer Experience
Kimstore Enterprise Inc.
Quezon City
07.2023 - Current
- Verified associates and managers wowed customers through personal and attentive contact.
- Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring.
- Redesigned customer loyalty program to create more profitable traffic.
- Trained and motivated new associates on daily routines to sustain business productivity.
- Managing 23 FTE's with 4 sub groups (Sales Inbound, Sales Outbound, Order Management and After Sales)
- Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
- Maximized employee engagement by creating multiple contests to inspire associates to perform to measurable goals.
- Doubled Sales Conversion from previous monthly average of 27M to 51.5M in 41 days, 55 Million in Sales by September, 83 Million in Sales by October.
- Improved Order Cycle Time from 28 minutes to 9 minutes which lead to increase of daily dispatched by 23%
- Reduced Order Cancellation by 63% with GMV of 12M monthly since September
- Improved merchandising and Order Fulfillment process which lead to average decrease of 5% to out-of-stock order from 29% to 14% beginning August to November
- Increased Attendance reliability from 63% to 84%.
Head of Customer Experience
Angkas
Makati
11.2019 - 01.2023
- Managed 65 customer service representatives and was able to achieved monthly average of 87% CSAT rating in 2022, exceeding target of 78%
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Managed growth and maintenance of supply and demand in collaboration with marketing and transport ops and was able to achieve monthly average effective first time allocation or EFTA of 84% exceeding target of 80%
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Risk Management: Identified app loopholes, errors and bugs to reduce or fraud transactions, in app downtime and product development which lead to immense decrease of fraud transactions from 6.5% to 0.006%
- Overseeing hiring and as well as training of newly hired employees
- Helped in optimizing process in onboarding bikers which lead to successful decrease in average time spent of biker applicant from 6 hours to 3.5 hours and increased onboarded bikers from daily average of 200 to 400.
Head of Emergency Response
Angkas
Makati
01.2018 - 01.2023
- Championed planning and execution of Emergency Response for Accident related incidents in app
- Conducts investigations, inspections and reports crime related activities
- Created projects which enabled strong relationship with different governing bodies like PDEA, local law enforcement, PNP and MMDA
- Partnered with 83 public and private hospitals and 57 doctors to omit requirement of needing to pay down payment prior any procedure and reduce cost of excessive professional fees.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Optimized case and clinical management and recommended plans to improve safety and health programs.
- Developed quarterly and yearly objectives, goals and budgets in addition to devising suggestions to decrease spending.
- Drove significant improvement in achievement of goals related to health, safety and employee relations.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Prepared case reports from allegations, transcripts of interviews and physical evidence.
Customer Service Manager
Angkas
Makati
05.2017 - 11.2019
- Managed and developed customer service agents to handle low to high complex biker and customer support, and engage key stakeholders associated with customer service resulting to increase of hourly productivity from 6 to 9.
- Interpreted and and developed standards and goals for customer service
- Developed customer service performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value
- Ensured adherence to quality framework for existing scope and deployed framework to any new hires
- Established control measures in processes to achieve process stability and consistent delivery.
- Conducts quality training for up skilling Technical knowledge
- Benchmarking and Best Practice sharing.
Assistant Manager
Lazada E-Services Philippines, Inc.
Makati
03.2015 - 05.2017
- Partner support for existing sellers. Onboarded daily average of 47 sellers.
- Onboarding of international sellers thru managing and providing access to sizable mature market
- Lead continuous process improvements thru working closely with business leaders to continuously review seller experience and prioritize opportunities for improvement
- Listing content management
- Document verification
- Customer service
- Continually maintained and improved company's reputation and positive image in markets served.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Conducted market research to identify new opportunities and target markets.
Senior Team Manager
Sutherland Global Services
Taguig
08.2012 - 06.2015
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance on weekly basis and coached and trained 60 team members, increasing quality of work and employee motivation.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Established and maintained performance, quality and service standards for professional customer care.
Senior Team Leader
Teletech Customer Care Management Philippines, Inc.
Pasig
11.2010 - 08.2012
- Discovered training needs and provided coaching.
- Set clear team goals and delegated tasks and set deadlines.
- Developed strategies to promote team member adherence to company regulations and performance goals which lead to increase reliability from 74% to 98%.
- Produced weekly, daily and monthly activity reports and forecasts.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Sales Supervisor
Stream Global Services
Quezon City
07.2009 - 11.2010
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Promoted exceptional customer service by engaging clients on sales floor.
- Effectively coached team members to reach weekly and monthly sales goals.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
Senior Technical Support Specialist
24/7 Customer Philippines Inc.
Makati
09.2007 - 07.2009
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Maximized use of hardware and software by training users and interpreting instructions.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Prepared references for users by writing clear operating instructions.
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
Some College (No Degree) - Electronics And Communications Engineering
Technological Institute of The Philippines
Quezon City 04.2001 -
Some College (No Degree) - Electronics And Communications Engineering
Mapua Institute of Technology
Manila 04.2001 -
High School Diploma -
St. John's Academy
San Juan City 06.2001 - 06.2002
Skills
Leadership
Problem SolvingPerformance ManagementOperations ManagementStrategic ThinkingDetail-OrientedConflict ResolutionGoal OrientedProject ManagementReportingAnalytical ThinkingRecruiting and interviewing
Sales growth
Strategic planning
Business Development
Operations management
Supply Chain Management
Risk analysis and management
References
- Raphael George Pascual, Vice President of Service Delivery, Teletech
- George Royeca, Chief Executive Officer, Angkas
- Josephine De Vera, Supervisor, Lazada E-Services Philippines Inc.
- Paulo Roco, President, Online Loans Pilipinas
Projects
HOME SERVICE SALIVA RT-PCR IN PARTNERSHIP WITH PHILIPPINE RED CROSS, Championed the planning, training and execution., Serviced an average of 650 clients daily., Monthly GMV of Php 20M ANGKAS KO AY SUMAPIT, Marketing project in Cebu to generate 200,000 new installs., Successfully onboarded 223,481 RENT-A-BIKER, Championed the planning and execution in 2020., Successfully onboarded 4,3 merchants., Despite of the country facing financial crisis we were able to provide jobs to 2, bikers daily during the pandemic. CITY EXPANSION, Successfully launched in Cagayan De Oro and General Santos.
Accomplishments
- Increased company revenue by Php 70M by negotiating partnership with Philippine Redcross for the Home Service Saliva RtPCR. (Angkas)
- Decreased weekly accidents by 70% after full implementation of OKSTOP training. (Angkas)
- Saved the company an average monthly amount of Php 5M over 4 years by implementing a successful productivity improvement plan, case management and partnership with several hospitals.
- Achieved 92% First Response Time by introducing Freshdesk for Customer Inquiries. (Angkas & Kimstore)
- Resolved product issue through consumer testing.
- Designed and launched the Biker Secondment Project, resulting in business continuity during the pandemic.
- Doubled Sales Generated from Php 27M to Php 55M in less than 40 Days,
Software
Freshdesk
Zendesk
Salesforce
Quickbooks
Networking
Certification
Certified Operations Manager, Teletech
Timeline
Head of Customer Experience
Kimstore Enterprise Inc.
07.2023 - Current
Yellow Belt Six Sigma - Ais
10-2021
Head of Customer Experience
Angkas
11.2019 - 01.2023
Head of Emergency Response
Angkas
01.2018 - 01.2023
Customer Service Manager
Angkas
05.2017 - 11.2019
Assistant Manager
Lazada E-Services Philippines, Inc.
03.2015 - 05.2017
Senior Team Manager
Sutherland Global Services
08.2012 - 06.2015
Certified Operations Manager, Teletech
11-2011
Senior Team Leader
Teletech Customer Care Management Philippines, Inc.
11.2010 - 08.2012
Sales Supervisor
Stream Global Services
07.2009 - 11.2010
Senior Technical Support Specialist
24/7 Customer Philippines Inc.
09.2007 - 07.2009
High School Diploma -
St. John's Academy
06.2001 - 06.2002
Some College (No Degree) - Electronics And Communications Engineering
Technological Institute of The Philippines
04.2001 -
Some College (No Degree) - Electronics And Communications Engineering
Mapua Institute of Technology
04.2001 -