Hi, I’m
Sharon Vito-Paunan
Client Success & Business Development Manager
Mayamot, Antipolo City,Rizal
Summary
A results-oriented and self-driven professional with exceptional communication strategy, leadership skills, and ability to adapt quickly to change. A focused and passionate leader with 19+ years in Sales, Quality, and operations management, Client Success Management, Inbound and Outbound Technical Support, and Customer Service in the BPO through B2B or B2C setting. Highly skilled, dependable, and certified team player who aims to perform beyond boundaries in order to contribute to a company's vision and mission toward success.
Overview
19
years of professional experience
28
Certifications
Work History
Outsource AcceleratorPasig City, Metro Manila
Client Success Manager
2023.08 - Current (1 year & 5 months)
Job overview
- Maintains high level of understanding regarding industry trends, legislation, compliance and competitor activity.
- Reaches out to accounts regularly to check on needs, understanding business operations and offer services.
- Evaluates client problems, implemented resolutions and followed up with them to manage additional problems and maintain satisfaction.
- Manage existing client accounts, information and documents in conformance with compliance standards
- I represent the company (Outsource Accelerator) to its business partners and sponsors
- I develop and help sustain solid relationships with company stakeholders and customers
- I analyze customer feedback data to determine whether customers are satisfied with company products and services
- I assist in recruiting, training, and guiding business development staff
- I provide insight into product development and competitive positioning
- I facilitate in analyzing financial data and developing effective strategies to reduce business costs and increase company profits
- I assist in conducting market research to identify new business opportunities
- I collaborate with company executives to determine the most viable, cost-effective approach to pursue new business opportunities
- I meet with potential investors to present company offerings and negotiate business deals
- I adhere to other ad hoc tasks as required by the management.
Refocus
Community Development Manager
11.2022 - 06.2023
Job overview
- Daily communication and interaction with learners with different personalities and backgrounds through an empathetic, strategic, courteous, and clear approach. Tasks include (but are not limited to) offering clear findings and feedback about their completion rate & progress development, and being able to formulate an action plan for continuous improvement
- Manage group of adult learners who enrolled in web development course which includes facilitation of onboarding, goal setting, and continuous monitoring of learners' progress through 1:1 coaching and mentoring.
- Extract, arrange, and analyze data to plan and execute community development initiatives and programs
- Worked hand in hand with upper management and stakeholders in lieu of innovation and continuous growth.
- Identify students that are on high-risk/low performance and provide deep dive analysis of reasons for slow progress
- Regular cadence to students including (but not limited to) sending weekly progress via email, SMS, phone calls, and communication via Discord
- Assist in practice Q&A live sessions with a mentor, participate and collaborate with mentors to discuss action plans
Partnerhero Philippines Inc
Customer Experience Team Lead II
06.2020 - 11.2022
Job overview
- Skilled at working independently and collaboratively in a team environment. Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations. Worked well in a team setting, providing support and guidance.
- Supported the company's customer service activities by leading, mentoring, coaching, and overseeing team members. Assisted in resolving customer questions or complaints through escalated tickets. I partake in developing programs and procedures to enhance productivity and performance.
- Managed team's performance, and schedules, and ensure that is adequately staffed during critical workdays and peak times (sales, etc).
- I partake in the improvement of overall program efficiency and performance by identifying opportunities to enhance internal processes. I gather and present data & present the analysis to the manager in charge on the partner side, as well as the local management for transparency.
- Monitored and helped train new hires for teams; monitored their activities and performance during the first few weeks of training and onboarding to determine where further training is needed.
- Monitored employee performance and noted areas for improvement, often using employee evaluation rubric and then meeting directly with team members to discuss their performance. Make recommendations to HR departments if employees are consistently not meeting expectations.
UBER Systems Inc.
Subject Matter Expert
08.2016 - 06.2020
Job overview
- Supported teams in continuous delivery of quality services, enhancing usage of UBER Eats app, and introducing new features
- Analyzed business problems, identifying root causes and developing robust solutions.
- Collaborated with management to identify and prioritize new development concepts. Monitored and tracked user progress to identify improvement opportunities.
- An expert in extracting key information from our internal knowledge base to answer hard to critical tickets from our BPO counterparts. Responds to escalated tickets that require intensive product knowledge, patience, attention to detail and critical problem solving skills
- Functions as the program and account POC as we provide contributions to the Content Specialist Team in terms of product updates and logic changes
- Works closely with the stakeholders and high level of management, both local and offshore
- Identifies outages and assist in processing JIRA tickets
- Conduct day to day meetings with our team - highlighting previous day, week or month's infractions for further development and improvement
- We facilitate coaching/mentoring, sheets management, & furnish required reports to stakeholders for visibility and transparency
The Results Companies
Quality Assurance Lead
12.2013 - 04.2016
Job overview
- Establishes metrics, mentors team members and manages outside resources, as well as developing test processes
- Oversee the efficient completion of overall quality assurance tasks. I set schedules, provide task delegation daily/weekly/monthly, assess the work of each quality team member, provide intensive and real time feedback to them, then provide updates to superiors through regular cadence
- Acts as key point of contact for all Quality aspects of the program I am assigned to. Provides clarity, direction and supervision of projects related to quality
- Lead and mentor QA team members, provide behavioral analysis, scorecards, KPIs evaluation and scoring
- Client contact and POC during client visits and management meetings
Acquire Asia Pacific
Quality Assurance Analyst
01.2012 - 08.2012
Job overview
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork
- Mentored and coached team members on QA topics and strategies
- Performs daily, weekly and monthly call monitoring as needed by the program or line of business
- Responsible for reporting and agent development through facilitation of coaching, retraining and refresher sessions
- Acted as the corporate office contact to respond to and resolve customers' and vendor issues
- Responsible for creating, editing, and updating project manuals and technical documents for the use by the QA team
Sykes Marketing Services Inc (Formerly ICT Marketing Services Inc)
Quality Assurance - Lead Analyst
10.2005 - 06.2011
Job overview
- Does call monitoring and providing actionable insights based on findings. Gathers information to improve agent performance in the contact center.
- Monitors the customer interactions through the use client mandated evaluation forms & captures insights from these interactions
- Provides encouraging feedback through regular coaching and mentoring sessions
- Maintains and builds confidence & good morale within the account and the team
- Requests discipline action and follow through if and when needed.
E-Pacific Global Contact Center
Telephone Customer Service Representative
12.2004 - 06.2005
Job overview
- Helped a large volume of prospected Australian Timeshare customers every day with a positive attitude and focus on customer satisfaction
- Utilized system-generated leads and converted them into sales prospects. Average calls are between 50-100/day.
- addressed customer inquiries about owning a Timeshare property, invite them to showroom sessions, and acknowledge their presence with a chosen token
- Actively listened to prospected customers, handled all their concerns quickly, and escalated major issues to the supervisor as needed or required
- Promptly responding to customer calls and emails to answer questions about products and services with confidence
Education
St. Paul College Quezon CityQuezon City, Philippines
No Degree from Undergraduate - BSBA in Business Administration
03.2006
St. Scholastica's Academy MarikinaMarikina City, Philippines
High School Diploma
03.2002
Skills
- Community Development and Engagement
- Quality Assurance Management, Leadership, Training, and Development
- Inbound/Outbound Sales, Data Entry, and Auditing for Call Center
- Client and Stakeholder Management and Retention
- Problem-Solving, Communication, Cultural Awareness
- Analytical, Logical, and Data Analysis
- Customer Service, Satisfaction, and Retention
- Peer Support, Coaching, Mentoring, and Providing Feedback
- Program Operations and Leadership
- Effective Customer Communication
- Team Management, Collaboration, and Leadership Development
- Project Management Basics
- Servant Leadership
- Social Media Management Basics
Accomplishments
- Consistently ranked as a part of the top performing group of community managers across the local team
- Won the 2020 Core Value Awards for Partnerhero Philippines and became the only Filipino to win the Culture Champion Award
- Won UBER APAC COE Mobile Minds competition and was sent to UBER India to launch a personal project focused on standardizing the Quality Processes
- Consistent awardee of performance recognitions and certificates, and
constantly nominated as Team Lead of the Quarter - Spearheaded the creation of a unified Progress Call deck to maximize
efficiency and boost Student course completion - Spearheaded a project that highlights student success, aiming to inspirevthe student community and ensure student retention.
Certification
- Project Management Skills for Leaders
- Data Analytics for Business Professionals
- How to set goals when everything feels like a priority
- Be the manager that people won't leave
- Bill George on Self Awareness, Authenticity and Leadership
- Coaching Skills for Managers and Leaders
- Communicating across Cultures
- Having Difficult Conversations: A guide for Managers
- Ken Blanchard on Servant Leadership
- Leading with a heavy heart
- Motivating your team to learn
- Six morning habits of high performers
- Virtual Performance Reviews and Feedback
- Achieving High Performance during times of stress
- Strategic Thinking
- Unconscious Bias
- Certified Coaching
- Process Improvement Foundations
- Essential Skills for Social Media Managers
- Certified Lean Six Sigma White/Yellow Belt, BKO Accredited
Additional Information
Hobbies include watching crime and unsolved mysteries and documentaries, old Filipino movies (70s-80s era), cooking and playing SIMS 4
Languages
English
Bilingual or Proficient (C2)
Timeline
Client Success Manager
Outsource Accelerator
2023.08 - Current (1 year & 5 months)
Community Development Manager
Refocus
11.2022 - 06.2023
Customer Experience Team Lead II
Partnerhero Philippines Inc
06.2020 - 11.2022
Subject Matter Expert
UBER Systems Inc.
08.2016 - 06.2020
Quality Assurance Lead
The Results Companies
12.2013 - 04.2016
Quality Assurance Analyst
Acquire Asia Pacific
01.2012 - 08.2012
Quality Assurance - Lead Analyst
Sykes Marketing Services Inc (Formerly ICT Marketing Services Inc)
10.2005 - 06.2011
Telephone Customer Service Representative
E-Pacific Global Contact Center
12.2004 - 06.2005
St. Paul College Quezon City
No Degree from Undergraduate - BSBA in Business Administration
St. Scholastica's Academy Marikina
High School Diploma
- Project Management Skills for Leaders
- Data Analytics for Business Professionals
- How to set goals when everything feels like a priority
- Be the manager that people won't leave
- Bill George on Self Awareness, Authenticity and Leadership
- Coaching Skills for Managers and Leaders
- Communicating across Cultures
- Having Difficult Conversations: A guide for Managers
- Ken Blanchard on Servant Leadership
- Leading with a heavy heart
- Motivating your team to learn
- Six morning habits of high performers
- Virtual Performance Reviews and Feedback
- Achieving High Performance during times of stress
- Strategic Thinking
- Unconscious Bias
- Certified Coaching
- Process Improvement Foundations
- Essential Skills for Social Media Managers
- Certified Lean Six Sigma White/Yellow Belt, BKO Accredited
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