Experience

Vice President, Customer Experience

Entertainment Benefits Group (EBG)
October 2021 – Present

  • Execute against the expansion of our BPO footprint across the Philippines and Guatemala, introducing 3
    centers between 2 different BPO partners.
  • Spearheaded the execution and launch of three new lines of business within our BPO framework,
    including the development of training, IVR technology, operational processes, reporting, and QA
    expectations. All projects delivered ahead of schedule, exceeding expectations.
  • Establishing our Operational Optimization Team, utilizing data analytics to identify and rectify operational
    and customer impacting defects; collaborated intensively with the product team to strategize and
    successfully propose system enhancements, driving operational efficiency and enhancing the customer
    experience.
  • Led the transformation of contact center performance reporting from Excel to PowerBI, driving
    operational excellence and ensuring compliance to BPO performance expectations.
  • Spearheaded the transition to the Five9 telephony system, acquiring certification and leading IVR
    development and ongoing system maintenance for both internal and external users. 

Director, Customer Experience - QA, Online Reputation & Training

Entertainment Benefits Group (EBG)
June 2019 to October 2021

  • Effected transformative changes in training by introducing a progressive training system, emphasizing
    practical experience and interactive engagement, yielding more confident and proficient trainees and
    saving $2.7 million annually in onboarding and training.
  • Elevated trainee completion rates from 15% to 87% within six months by revamping the training
    methodology.
  • Reestablished our Standards of Excellence.
  • Successfully unified the previously fragmented QA and training departments, ensuring streamlined
    communication and cohesiveness.
  • Pioneered a proactive approach to online reputation, extending EBG’s reach and maintaining improved
    brand image across multiple digital platforms.

Senior Manager, Quality Assurance & Online Reputation

Entertainment Benefits Group (EBG)
January 2019 to June 2019

  • Managed the online reputation across multiple platforms, proactively driving customer engagement and
    ensuring positive brand representation.
  • Spearheaded a QA overhaul, simplifying evaluation metrics and ensuring uniformity in performance
    expectations, thereby elevating service standards.

Senior Manager, Customer Care

Entertainment Benefits Group (EBG)
July 2018 to January 2019

  • Directed 7 managers in addressing excessive hold times, achieving a reduction from over 3 hours to
    within SLA parameters.
  • Spearheaded process optimization efforts to enhance customer service.
  • Utilized workforce management tools for better staff scheduling and workload distribution.

Manager, Quality Assurance & Online Reputation

Entertainment Benefits Group (EBG)
November 2017 to July 2018

  • Initiated the company’s first QA team, developing foundational QA criteria.
  • Managed online reputation on platforms like BBB and Consumer Affairs.