Serve as the primary point of contact for top-tier clients, fostering long-term relationships and ensuring alignment with business objectives and driving 25% revenue growth through innovative solutions. Develop and implement strategies to meet client goals and exceed expectations. Prepare and present regular status reports and performance metrics to clients and senior management. Address and resolve client issues promptly and effectively. Conduct upselling and cross-selling activities. Oversee cross-departmental workflows, resource allocation, and budget management to maximize efficiency and service quality. Perform weekly, monthly, and quarterly business reviews. Manage daily, weekly team meetings and support connections. Conduct regular focus group discussions (FGDs). Coordinate day-to-day activities of various departments to ensure smooth workflow and high-quality service delivery. Implement KPIs, conduct business reviews and lead process improvements to enhance productivity and client satisfaction. Maintain strong client relationships, addressing concerns promptly to ensure high levels of satisfaction. Manage resource allocation and workload distribution to ensure optimal use of resources and timely task completion. Handle escalated issues and provide effective solutions to operational challenges. Develop and implement operational strategies to support business objectives and drive continuous improvement. Oversee budget management, ensuring cost-effective operations while maintaining service quality. Mentor managers and high potential employees, fostering leadership pipelines and operational readiness.

Manage portfolios worth $5M+, increasing client retention by 30% through data-driven strategies and relationship building. Successfully deployed 60% of the workforce deployed to WFH during COVID 19, ensuring business continuity. Collaborated with key clients to provide product and solutions, develop new businesses to ensure client satisfaction. Accurately interpret information to and from the clients to be able to provide correct and comprehensive information to the team through detailed analysis. Monitoring all KPIs, both internal and client target. Managed both Technical/Customer Service and Retention LOB. Managed 100+ HC (T1 and support level) in both location (Clark and Camsur office). Led upskilling initiatives for T1/T2 teams, improving customer journey efficiency. Expert in using CRM tools to enhance customer relationships and streamline sales processes.

Coached and prepared teams for promotion, reducing attrition and improving performance. Partnered with Operations Manager to refine training programs and actions plans. Develop people and prepare them to be ready for the next level. Partner with Operations Manager on Continuous Improvement activities, training, and action plans.

Led huddles, set team strategies, and ensured compliance with operational goals.

Resolved critical issues and provided real-time decision-making support.

Troubleshoot hardware/software issues and optimized support workflows.