Karol Valenton

WORK ACCOMPLISHMENTS


•​Philam Life, the Philippines’ industry leader in life insurance, as a Wealth Portfolio Manager, from June 2018 to present. Recommends investment products and services that are suitable for prospects and clients based on their objectives, resources, location, risk profile, and preferences. Execute and negotiate follow through of implementation vehicles including insurance, investments, debt management, estate planning, and other tasks quoted to the client. 

•​Allouata, Inc, one of the Philippines’ top Integrated Marketing Communications agencies, as an IMC AccountManager from July 2019 to present. Responsible for accounts and project management, developing, implementing and managing marketing campaigns that promote a client’s company and its products and/or services by enhancing brand awareness within the digital space as well as driving website traffic and acquiring leads/customers. Identifies and evaluates new digital technologies and uses Web analytics tools to measure site traffic to better optimize marketing campaigns, email marketing, social media and display and search advertising.

•​IBM Business Services Inc., IBM’s next-generation BTO that drives process innovation and continuous improvement under the IBM US account as:


▪ Integration Services Program Manager from May 2014 to July 2018. The focal for all HR activities related to IBM’s acquisition, strategic outsourcing, and divestitures. Managed the planning and execution of Integration Services. Managed reporting and resolution of issues, risks, and dependencies, proactively identifying potential planning gaps, suggesting mitigations to risks and actions to close out issues and complete open items.


▪ Service Delivery Manager from August 2011 to April 2014. Provided support to the account in partnership with the Domains, on the administration and monitoring of business requirements and commitments of the account, to ensure client satisfaction and full understanding of the client. Link-up with cross-process domain contacts, and assessing and reviewing operational provisions as agreed by the Center and the end-user clients.


▪ 1st Line Operations Manager from December 2007 to August 2011. Responsible for people development and alignment of goals to meet client objectives; meeting attrition targets and for uplifting morale and motivation of direct reports; managing the performance of a team of support specialists providing coaching and feedback, documenting results, counseling and mentoring, and delegation of work whenever necessary; completing client training and maintaining sufficient knowledge on all related continuous education; supporting workforce required staffing levels to meet client service level requirements; taking escalation of calls or requirements for supervisory assistance or support in resolving end-user issues.


•​VXI Global Solutions, Inc. (VXI), an international company that operates wholly-owned call centers in the USA, China, and the Philippines under the account Blue Chip from January 2006 to November 2007 as a Team Development Leader. Responsible for the day-to-day planning, operation, and problem- solving of a team of agents to meet with the service level components, standards, and targets and to develop the team to ensure delivery of consistently superior customer experience by highly knowledgeable and customer-focused agents.


•​Link2Support, Inc., a world-class technical contact center, from June 2003 to January 2006 as a Technical Support Specialist. Responsible for providing excellent technical support and customer service to clients all over the world through multi-channel solutions via voice, email, and tech chat.