Roxanne Abigail Dizon

• Responsible for providing great customer experience to existing customers and growing customer base through effective sales, new business acquisition and service delivery. Part of senior Connected Australia leadership team with direct reporting to CEO.
• Responsible for managing and coaching teams in sales, service delivery, billing, technical support and driving customer advocacy and operational excellence.
• Responsible in executing continuous improvement programs across all key areas with measurable monthly and quarterly business improvement deliverables
• Achievement of all client sales, service and quality targets and objectives
• Responsible in assessing ways to implement mitigation strategies in order to lower operational risks, costs and revenue leakage
• Participation in strategy workshops and process improvement sessions
• Support in developing and executing effective business development plan, resulting in achievement of organizational and channel related strategic outcomes
• Introduced new methods, practices, and systems to reduce turnaround time.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

• Reporting to the Owner
• Sales, client account management and customer service.
• Utilize tools such as CRM, Skype, Mightytext, Google earth, Google Workspace and other web tools to properly advise and accurately quote customers.
• Engaged with customers to effectively build rapport and lasting relationships.
• Boosted sales by conferring with customers to evaluate and scope out the requirements and recommend best-fit company solutions/ service.
• Trained and developed sales team associates with company offerings, proper quoting, selling techniques and company procedures.
• Established client management framework to ensure continuous client engagement and high retention rates.

• Reported to the Managing Partner
• In charge of recruitment of sales and customer service agents in the US, Mexico and Philippines.
• Utilized job boards/ platforms to advertise work opportunities.
• Created job descriptions for posting on job boards
• Consulted and strategized with other departments for branding and social media exposure.
• Platforms used: Breezy.hr, Asana, Skype

• Reporting to the Business Owner
• Designed client sales materials and client marketing portfolio - menu, literature, media kits using Canva
• Created logo and business stationaries
• Updated and maintained client product and customer database
• Completed administrative tasks by performing business correspondence, transcription and data entry.
• Project tracking and collaboration through Asana

• Reporting to the CEO
• Managed social media platforms such as Facebook, Instagram, Twitter using Hootsuite
• Creating, designing through Canva and execution of all social media posts and activities
• Email marketing and blog content writing using Wordpress and Mailchimp
• Sales promotions and sales support using WooCommerce
• Copywriting, research
• Used freedcamp for project management and collaboration

Pivotal to the overall management of the TSA brand’s image both internally and externally. Responsible for ensuring employees are continuously engaged and invested in the company through EE events, R&Rs and pulse checks via a survey. Assurance that any change is communicated and delivered efficiently to the impacted groups of the business.

Extremely employee-, client- and company-focused at all times where the quality of experience is paramount. Overall strategic operations.

To address employee engagement, part of my role is to analyze, identify, support with qualitative research issues or gaps raised and recommend or conceptualize and execute action plans.

• Responsible for the internal and external branding of the organization in the Philippines

- Upkeep of the centre’s offices of standard aesthetics

- Managing TSA’s proprietary and regulating branding use

- Corporate Social Responsibility

- Maintaining The Hub – company intranet

- Recruitment Advertisements
- Social Media Presence

• Responsible for the internal and external employee engagement and site initiatives including R&R, sourcing & recruitment, PR & Media events as well as corporate social responsibility. This includes collaboration, managing and facilitating client major events
• Responsible for the internal corporate and external communication in the Philippines
• Worked closely with HR and Operations for change management, employee engagement and full business
  operations support
• Client Compliance Audit Facilitation, Management & Reporting
• Responsible for end-to-end recruiting of mid to senior level managers for the company, negotiating salaries and contracts. Part of the final selection committee
• Management and regulation of site budget. Reviews and approves supplier/ vendor contracts
  

Pivotal to the growth and expansion of TSA in the Philippines including, transitioning into a Philippines branch.

• Responsible for the coordination and execution of services to defined BPO client(s) while representing the company’s interests.
• Serving as the client’s direct liaison for services provision, provided expertise in planning, coordinate and action where required, the client’s on-site operational needs.
• Coordinated with business units to ensure that they are efficiently and effectively provided with operational services including HR, Finance, IT & Facilities.
• Monitored and improved the efficiency of these support services.
• A hands-on role: responsible for improving the performance, productivity and efficiency of business unit operations through the provision of effective methods and strategies up to execution of services.
• Establishes and improves processes and policies in support of organizational goals.
• Formulates and implements business unit and organizational policies and procedures.
• Monitors adherence to rules, regulations and procedures.
• Managed the recruitment and placement of required staff in conjunction with the recruitment team.
• Delegates tasks and accountabilities.
• Assisted development of strategic plans for operational activity in conjunction with business unit managers.
• Implements and manages operational plans.
• Identified and drove required changes (capacity, regulatory, efficiency, IT,etc.).
• Managed key relationships with clients and stakeholders; influenced and negotiated with operations departments on key deliverables and timelines.
• Ensured compliance with local statutory requirements.

• Managed an Australian outbound campaign with 5 different LOBs: Outbound, Inbound telemarketing, Closers, Survey and Sales Validation (including telco) for an energy aggregator that caters to the different major energy retailers such as AGL, Simply Energy, EA, Momentum, Origin, Powerdirect, etc.
• Managed 150 FTEs composed of 7 teams and 7 Team Leads and QA.
• Determined campaign operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating tools and technologies; defining user requirements; establishing operational specifications, production, quality, and customer-service standards.
• Maintained and improved campaign operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs.
• Accomplished campaign human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Prepared campaign performance reports by collecting, analyzing and summarizing data & trends.
• Managed the overall performance of the operations floor (5 LOBs) in terms of cost, quality and delivery of service.
• Ensured all aspects of client SLAs are consistently met.
• Developed commission and incentive schemes; established employee engagement programs.
• Communicated process changes, enhancements, and modifications to management, peers, staff, and other employees so that issues and solutions are understood.
• Worked closely with various internal departments to understand business requirements, implement new processes, participate in workforce planning and budgeting activities, and contribute to on-going process improvements,.
• Leads Management and Analyses.
• Assisted the Operations Director in company initiatives and directives.
• Maintained good client and stakeholder relationships.
• Achievements:.
• Streamlined and automated the harvesting of leads from the client CRM to the agent dialer.
• Routed live inbound transfers from the client’s PBX to the agent dialer in order to capture recordings of sales pitch and pre-verbals.
• Grew the team from 26 agents to 140 FTEs; expanded the campaign with additional LOBs – Survey, Closers, Telco Sales Validation Vendor Manager.
• Operations management of the outbound services group Ingram Micro Philippines.
• Reported to and liaised between the offsite Process Owner (in New York, US clients) and Management in the Philippines.
• Script writing of marketing outbound callout efforts.
• Account/ Project management.
• Ensures delivery of SLAs.
• Performance management – controlling and regulating vendor performance; co-developed operations processes and matrix.
• Maintained a good client relationship standing.
• Recruitment, Training & Development.

• Identified and develop business opportunities for the Company’s anti-piracy solutions in the maritime and shipping industry.
• Determined new opportunities by analyzing business and client needs.
• Pro-actively researched for target organizations and establish communications with those businesses that can benefit from our Company’s services.
• Built referral and lead generation network.
• Developed the corporate brand strategy.
• Established client relationship and retention.
• Developed and manage client communication tools such as the corporate website.
• Increased the company’s involvement with existing client.
• Defined and followed up of monthly targets and objectives.
• Marketed and sold maritime security services to the shipping industry Achievement: Sold 2 maritime security service with a total worth of US$107,640.00.

• Managed a team of 10 Recruitment Associates and the day-to-day operation ensuring the delivery of client SLA’s ; Generation of weekly report for the client and management.
• Serve clients, identify their needs and provide feedback on success of filling jobs.
• Qualify job specification / salary information and record accurate and comprehensive job description – check info / client requirements.
• Pre-screen candidates before their interview for suitability and conduct interviews.
• Coach candidates on interview skills / Skills testing.
• Spec CVs / Market candidates, Search / Shortlist CVs in line with job order request, Ensure CVs are of a specific standard and reflective of client requests.
• Supervised commission payouts to the Recruitment Associates.

• Supervised several publishing and lead generation programs (B2B outbound campaigns) to ensure that activities are carried out in accordance with established specifications, schedules and budgets of the client.
• Ensured timely, accurate and consistent delivery of program updates to Team Leads & Coaches.
• Identified process issues and took corrective action, mentored teams and distributed responsibilities among Team Leaders and Coaches.
• Managed a shift composing of 5 Team Leads, 4 Coaches and 100 agents.
• Met with program team members on a regular basis to review program status and plan future actions.
• Spearheaded agent and team development; increased efficiency in the team to reduce dependency; team motivation; initiated the Buddy-Up system on the production floor.
• Established robust and cost effective pay for performance structure which pushed the team to deliver better.
• Evaluated performance of direct reports every 6 months Inter-departmental Functions.
• Worked closely with other departments and functional areas such as Client Services, Quality Assurance/Continuous Improvement, HR & Training and IT in order to minimize delays and avoid disconnects in operations ensuring its smooth running and service delivery which ranges from client set SLA’s to productivity, quality and attrition.
• Analyzed daily, weekly and monthly performance results by observing program trends and proactively identified warning signals, change in direction to ensure damage control.
• List management.
• Measured profitability of accounts.
• Provided and generated week-on-week account projections and feedback to the Client Services Department.
• Regularly attended Departmental meetings and Project Planning Sessions.
• Presented Business Reviews twice a year to keep the vendors abreast of their performance and quality.
• Acted as substitute Accent and Product training when needed.
• Conducted final interviews for Agent, Coach, Team Lead applications.