John Christer Domingo

JC DOMINGO CLIENT SERVICES MANAGER - - Manila, Philippines UNIVERSITY OF SANTO TOMAS Bachelor of Science in Business Administration Major in Marketing Management Dedicated and results-oriented professional with a proven track record in Customer Service and Sales, seeking to leverage more than 10 years of experience and expertise to contribute effectively to your company. EXPERIENCE September 2019 - Present AskZion - USA (BPO) Founder and CEO / Client Services Manager Client Relationship Management: Establish and nurture strong relationships with key clients, acting as the primary point of contact for their inquiries, feedback, and needs. Understand client goals, challenges, and preferences to tailor our offerings and solutions effectively. Regularly conduct client check-ins and reviews to ensure their ongoing success and gather insights for service improvement. Strategy and Collaboration: Collaborate with sales, marketing, and product teams to align client objectives with company strategies and initiatives. Provide valuable input into product development and enhancements based on client feedback and market trends. Contribute to the development of strategic plans for expanding client portfolios and increasing client satisfaction. Client Satisfaction and Issue Resolution: Monitor and analyze key performance indicators (KPIs) related to client satisfaction, identifying areas for improvement. Address client concerns, challenges, and escalations promptly and professionally, seeking solutions to ensure their satisfaction. Data Analysis and Reporting: Maintain accurate and up-to-date client records in the CRM system, tracking interactions, preferences, and opportunities. Prepare regular reports and presentations on client service performance, highlighting successes, challenges, and improvement areas. 2014 - 2019 Magellan Solutions - NextGen Telco USA (BPO) Operations Manager Team Leadership and Management: Lead, mentor, and inspire a team of customer service representatives to provide outstanding support to telecom account customers. Set performance goals, conduct regular performance evaluations, and provide coaching to ensure continuous improvement. Operational Excellence: Manage call center operations to ensure smooth functioning, adherence to service level agreements (SLAs), and achievement of key performance indicators (KPIs). Develop and implement operational strategies to enhance efficiency, quality, and customer satisfaction. Customer Experience Enhancement: Collaborate with telecom account clients to understand their specific needs, preferences, and expectations. Implement initiatives to improve the customer experience, resolve issues, and drive customer loyalty. Process Improvement: Identify areas for process improvement within the call center operations and implement strategies to enhance productivity and effectiveness. Analyze data and trends to identify root causes of issues and recommend solutions. Performance Monitoring and Reporting: Monitor call center performance metrics, such as call volume, response times, and customer satisfaction scores. Prepare regular performance reports, present findings to senior management, and propose improvement strategies. Cross-Functional Collaboration: Collaborate with cross-functional teams, including sales, technical support, and marketing, to ensure alignment of goals and strategies. Training and Development: Provide ongoing training and professional development opportunities to team members to enhance their skills and knowledge. 2011 - 2014 ICT Group - Citibank USA (BPO) Sales Supervisor Supervision and Leadership: Lead, coach, and develop a team of call center sales representatives to achieve individual and team sales goals. Provide ongoing training, performance feedback, and constructive guidance to enhance team members' sales techniques and customer service skills. Foster a positive and collaborative team culture that encourages teamwork, motivation, and continuous improvement. Sales Strategy and Execution: Develop and implement effective sales strategies and tactics to achieve sales targets and revenue objectives. Monitor and analyze sales metrics, call quality, and conversion rates to identify areas for improvement and optimize performance. Lead by example by actively participating in sales calls, demonstrating best practices, and closing sales deals. Client Interaction and Relationship Management: Engage with clients to understand their needs, answer inquiries, and provide tailored solutions that align with their preferences. Ensure exceptional customer experiences by resolving issues, addressing concerns, and maintaining a high level of customer satisfaction. Performance Reporting and Analysis: Prepare regular reports on team and individual sales performance, presenting insights and recommendations to senior management. Utilize data analysis to identify trends, opportunities, and challenges, and propose strategies for improvement. Collaboration and Communication: Collaborate with cross-functional teams, including marketing and product development, to align sales strategies with company objectives. Communicate effectively with senior management to provide updates on team performance, achievements, and challenges. 2011 - 2011 ICT Group - HSBC USA (BPO) Team Leader Team Management and Leadership: Lead, guide, and motivate a team of customer service representatives to deliver exceptional service to HSBC account holders. Set clear performance goals, conduct regular performance evaluations, and provide coaching and feedback. Operational Excellence: Oversee daily call center operations to ensure adherence to HSBC account-specific protocols, standards, and service level agreements. Identify opportunities for process improvement and efficiency enhancements. HSBC Account Relationship: Develop a deep understanding of HSBC's products, services, and customer expectations. Collaborate with HSBC representatives to ensure alignment of goals, service quality, and customer satisfaction. Quality Assurance: Monitor call interactions to ensure compliance with HSBC's service standards and regulatory requirements. Provide feedback and coaching to team members to improve their performance. Performance Reporting and Analysis: Track and analyze team performance metrics, such as call volume, average handling time, and customer satisfaction scores. Prepare reports for HSBC and senior management, highlighting performance trends and improvement initiatives. Training and Development: Provide ongoing training and development opportunities to enhance the skills and knowledge of team members. Foster a culture of continuous learning and improvement within the team. Escalation Handling: Handle escalated customer inquiries or complaints, ensuring swift and satisfactory resolution. Collaborate with HSBC representatives to address complex issues and customer concerns. 2010 - 2011 ICT Group - HSBC USA (BPO) Telephone Sales Representative Sales Target Achievement: Engage in outbound calls to potential customers to present and promote HSBC's financial products and services. Meet and exceed established sales targets, conversion rates, and revenue goals. Product Knowledge and Communication: Develop a strong understanding of HSBC's financial products, services, and value propositions. Effectively communicate the benefits of HSBC's offerings to potential customers, addressing inquiries and objections. Customer Relationship Building: Build rapport and establish positive customer relationships through effective communication and active listening. Tailor product recommendations to match the needs and preferences of individual customers. Sales Process Management: Navigate and manage the complete sales process, from initial contact to closing the sale and follow-up. Utilize sales scripts and strategies to guide conversations and effectively overcome objections. Compliance and Documentation: Ensure compliance with industry regulations, company policies, and HSBC's guidelines during sales interactions. Accurately record customer information, sales details, and outcomes in the CRM system. Performance Metrics and Reporting: Monitor and track individual sales performance metrics, including call volume, conversion rates, and revenue generated. Prepare regular sales reports and provide insights to team leaders and management. Core Skills: Computer Skills Customer Service Microsoft Office Sales Sugar CRM Data Entry Zendesk Leadership Ring Central