Lionel Augustus Gabo de Villa

Eastwood City, Libis, Quezon City- - ph.linkedin.com/in/augygabodevilla Lionel Augustus G. de Villa Professional Summary Over 14 years in the BPO industry. Managed LOBs that supported voice, chat, and email as platforms for service delivery. Proven track record in managing customer service, tech support, inbound sales, customer retention, B2B, resume services, as well as logistics. Has reported to various nationalities, and is adept in dealing with clients and vendors. Successfully launched start-up programs, and has been instrumental in its growth and expansion. Work Experience Jan 2017-Present Transportify Philippines Head of Service Customer Service, Logistics Voice, Chat, and Email Support Manages a total of 3 departments (Customer Service, Dispatch, and Fleet). In-charge of ensuring all customer booking requests are met and fulfilled. Improved customer service efficiency by reducing customer service outbound calls by more than 75% by implementing text messaging to concerned customers and drivers. Automated Cash-on-Delivery (COD) process by implementing bank transfers the moment deliveries are completed. Ensures the inventory of Protective Personal Equipment (PPE) such as vests, gloves, among others, as well as pushcarts, are in ample supply for our drivers. Mar 2016-Aug 2016 VXI Global Holdings Operations Manager (AT&T ISM) Customer Service, Billing, Inbound Sales Voice Support Managed 65 FTEs spread across 4 teams supporting AT&T products such AT&T Wireless, U-verse, and Direct TV. Coordinated with clients on a daily basis for Tailgates (Day-end reviews), and Gaps (Mid-day reviews) Conducted Triad sessions with team leaders to identify coaching gaps, and improve the overall coaching experience conducted by team leaders. Aug 2015-Feb 2016 Telus International Philippines Operations Manager (UBER) Customer Service, Billing Email Support Managed a total of 375 FTEs and 22 Team Leaders across 3 LOBs (US, UK, and China). Coordinated with Uber Community Operations Managers during business reviews and regarding product updates on a regular basis. Lowered the cherry picking percentage of the UK and China LOBs by identifying process gaps, and strictly implementing consequence management. Spearheaded the launch of US Rider Tier 2 LOB, and was instrumental in its growth of more than 300% over 3 months. Aug 2011-Jun 2015 LiveCareer (livecareer.com) Site Head Customer Service, Billing, Inbound Sales, Retention, B2B, Resume Services Voice, Chat, and Email Support Responsible for all aspects of operations in the Philippines site, including, recruitment, HR, and facilities. Responsible for the annual budget that included employee salaries, seats leased, vendor payments, profit and loss management, and other expenses. Lowered the refund rate from 19% to 12% by revising the refund policy, resulting in savings for the account. Increased sales by 21% in 2013, and 23% in 2014 through new subscriptions, customer renewal, resume review, and resume writing services. Decreased customer contact volume by 12% by implementing a text and email campaign informing customers about their monthly bill. .Responsible for the establishment of call center operations, policies and procedures, KPIs, and process improvements, resulting in the increase of productivity and efficiency of LiveCareer operations. Spearheaded the launch of LiveCareer Customer Service, and was instrumental in the FTE growth of the program by more than 500% over 46 months. Managed 158 FTEs, 12 Team Leaders, 8 QAAs, 2 Workforce/RTAs, and 3 Operations Managers spread across 2 sites, and 5 lines of businesses. Crafted a business recovery program that enabled continuous operations with minimal disruptions during disasters and emergency situations. Mar 2009-Aug 2010 Allsectech Manila Operations Manager (emusic, Vtech) Customer Service, Billing, Retention, Outbound Survey Voice Support Apr 2003-Jul 2008 Ambergris Solutions Senior Team Leader (TXU, EA Games, XBOX V1, XBOX 360, XBOX LIVE) Customer Service, Utilities, Billing, Retention and Technical Support Voice Support Education Jun 1995- Oct 2002 University of Santo Tomas AB Journalism