Allan Rhey Flojo

ALLAN RHEY FLOJO Permanent Address: Unit 2718 The Knightsbridge Residences, Century City, B. Valdez St., Brgy. Poblacion, Makati City 1210 Current Address: Unit 607 Cercis Bldg., Asteria Residences, San Pedro St., Brgy. San Isidro, Parañaque City 1700 Phone Number: - Skype ID: allanflojo Email address:- PERSONAL SUMMARY AND OBJECTIVE I am a well-rounded, collaborator, dynamic learner and experienced professional with over 2 decades of inclusive and extensive work experience in Customer Service, Service Delivery, IT Managed Service, IT Sales, and Banking. Proven history in BPO Operations, IT Managed Services Project Management and Technical Sales. Solid background in leadership as trained and certified coach and team leader. It is my passion to motivate, lead and share best practices to people; through this, I am also able to impart my knowledge and skills to the benefit of the institution for its financial, organizational, and operational growth along with career development and advancement. SKILLS - - Excellent Communication Skills, Analytical Skills, Organizational Skills, Customer Service, Client or Customer Acquisition, Training and Performance Development, Mentoring and Coaching, BPO Operations Management, Six Sigma Methodology (White Belt), Agile Methodology, Quality Assurance and Process Improvement. Substantial knowledge, exposure and work-related experience in Sales and Marketing, Project Management, IT Sales, Lead Generation, Service Delivery, Social Media Management, Google and Facebook Ads, Intermediate Graphics Design and Video Editing. TOOLS - Solid grasp of Microsoft Office including Visio and Publisher, WordPress, Photoshop, Premier Pro and Canva. Good working knowledge for both Windows and MAC OS environments. Basic understanding of HTML scripts and principles gained from working on API’s and online market seller button troubleshooting with a US Payment company. Project management software and tools (i.e., MS Project, PERT, and Gantt Chart) Exposure to workforce management and service delivery software such as but not limited to eWFM, Aspect, Freshdesk and Zendesk. Working exposure and experience in graphics design, digital sales and marketing, content creation and photo and video editing tools (i.e., Canva and Adobe CS) WORK EXPERIENCE Freelance Admin Scheduler - Care Connector Medical Group (Remote) Nov 2022 – December 2023 CCMG - El Paso, Texas USA Focal point person in scheduling medical assessment appointments for nurses to visit patients. Maintain database of appointment and ensure accuracy based on interactions. Supply information about the Annual Health Assessment. Collections and Contact Development Associate Mar 2021 – September 2023 JPMC - The Net Plaza, 31st Street, E-Square Zone, Crescent Park West, Bonifacio Global City, Taguig City Account management to JPMC’s card clients which include but not limited to account balance collection, payment plan on-boarding and customer service. Ensuring that the firm-wide standards in customer service are practiced in client interaction to reach a highlevel customer satisfaction. Internal Account Manager – IT Sales Dec 2019 – Oct 2020 Microsourcing – e-Volve Corporate Technology, MOA Pasay City Transactional and key clients account management which includes but not limited to IT sales qualification, client on-boarding, sales quoting, and customer service. Ensure that client’s IT requirements are met within the SLA (Service Level Agreement) and ensure that client relationship are in good standing through an exceptional customer service. Service Delivery Provisioning Officer – ISP Provisioning Nov 2017 – Sept 2019 Orchid Cybertech Services, Inc., Ortigas Pasig City Provide L1 technical support to provision and set-up customer’s internet service. Function as liaison between field technician and customer if a remote provision is not possible or working. Update client database accordingly based on interaction. Customer Service Lead – B2B Shared Services April 2017 – Nov 2017 Handy International, Taguig Defined and implemented customer service initiatives geared towards an enhanced customer service such as but not limited to the improvement of service delivery management, action plans by improving customer service experience thru VOC and incorporation of NPS (Net Promoter Score) as forecasting factor for customer experience. Augment awareness in service delivery fundamentals and integration of customer service fundamentals to alleviate the pain points of all stakeholders to ensure seamless relationship with the company’s internal and external stakeholders, champion customer service, and elevate competencies in preparation for global competitiveness. Regularly conducts coaching and one on one session to Agents to supply feedback/advice about their key operations metrics and over-all performance Technical Sales Supervisor, Managed Services July 2015 – April 2017 Unison Computer Systems, Inc., Pasig City Set up technical and sales initiative, policies, and procedures (such as but not limited to, developing sales leads and client’s database) geared towards improving sales efficiency and client relations of the technical sales team. Defined technical sales key performance metrics in measuring performance and strategies thru requirements analysis, cost and proposal analysis, and negotiation. Managed and improved technical sales operations by supervising sales achievement, performance metrics and SLA, proposal and negotiation tactics, and interjection of department thru incorporation of customer service adding value to tendered and accepted proposals. Regularly conducts coaching and one on one session to Technical Sales Staff to supply feedback/advice about their key operations metrics and over-all performance Operations Supervisor, BPO/Contact Center Operations March 2014 – June 2015 ePerformax Contact Centers and BPO, Makati City Determined call center operational strategies conducting needs assessments, performance reviews, ability planning, call forecasting, scheduling, and cost/benefit analyses; finding and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Maintained and improved call center operations by monitoring system performance; finding and resolving problems; preparing and completing analyses; managing system and process improvement and quality assurance programs; installing upgrades. Accomplished organization goals by accepting ownership for conducting new and different requests exploring opportunities to add value to job accomplishments. Regularly conducts coaching and one on one session to Team Leaders/Agents to give feedback/advice about their key operations metrics and over-all performance Project Manager, Managed Services November 2012 – February 2014 Unison Computer Systems, Inc., Pasig City Determined and kept project processes and methodologies thru key performance metrics, key performance indicators, project requisites, and issues of all but not limited to support staff and stakeholders. Integrated the use of a Problem Management Database through Service Delivery Management securing a consistent and continuously improving SLA. Set up a customer-oriented service delivery management team through the integration of the best practices with the customer service industry which paved way in supplying more stringent processes in handling cases yet in a customer friendly manner. Regularly conducts coaching and one on one session to TSE (Technical Service Engineer) to supply feedback/advice about their key operations metrics and over-all performance Team Leader, BPO/Contact Center Operations May 2006 - October 2012 ePerformax Contact Centers & BPO, Makati City Implemented operational functions of the company which includes but not limited to; actively enforces the operations goals, policies and procedures, training and development, support agents, checks call queue and works in conjunction with administration. Regularly conducts coaching and one on one session to agents to give feedback/advice about their key operations metrics. Established employee engagement activities and spear-headed the engagement committee that enhances employee relations and participation to the company Operations Lead, Store Operations (Industrial Partner) Big Dy’s Internet Cafe - Quezon City February 2004 - April 2006 Data Encoder, Claims Department Health Maintenance, Inc. November 2001 – November 2002 Sales Force, Prepaid Cards Department Bank of the Philippine Islands - Makati City November 2002 - February 2004 EDUCATION Bachelor of Science in Computer Science Trinity University of Asia June 1996 – October 2001