Pablito Durante Jr

PABLITO DURANTE JR TEAM LEADER PERSONAL PROFILE CONTACT ME AT Block 92 Lot 24, Adela St Brgy Rizal, Taguig City Philippines--- @pabs-durante Dynamic team leader with extensive experience in building and managing high-performing teams, optimizing operational efficiency, and delivering exceptional customer experience. Skilled in performance management, data analysis, and process improvement, with a strong foundation in digital marketing and customer service within BPO, Travel, and Consulting sectors. Skilled in coaching, performance management, and delivering impactful executive reporting, leveraging data-driven insights to optimize customer satisfaction, deliver efficient operations and achieve measurable results. WORK EXPERIENCE Team Leader (Quality) (Digital Operations) SKILLS SUMMARY Project Management & Coordination Quality Assurance Management Process Review & Improvement Data Analysis & Reporting VOC (Voice of the Customer) and CSAT Analysis Cognizant Technology Solutions | July 2022 - present Provide clients with actionable, data-driven performance reports, translating complex online customer trends and behavior into strategic insights that drive improvement and efficiencies Implement comprehensive performance management systems, including tracking, measurement, and targeted coaching, to elevate team service levels and consistently exceed quality expectations Spearhead data-driven initiatives that significantly enhance key performance indicators (KPIs), including CSAT, NPS, Quality, and Productivity, through rigorous analysis and strategic implementation. Root Cause Analysis (like 5-whys and Fish bone) Quality Analyst/Process Specialist (Digital Operations) Performance Coaching & Management Cognizant Technology Solutions | Mar 2021 - July 2022 Digital Marketing Search Engine Marketing (i.e. Google Ads) Proficient in Google Business Tools (Google Business Profile, Analytics, Search Console) Google Workspace Productivity Tools (Gmail, Drive, Calendar, Meet, Slides) Search Engine Optimization Social Media Marketing & Management (including Facebook Advertising) Email Marketing Analyze historical data to identify key performance trends and deliver actionable insights to program leaders, enabling data-driven strategic adjustments Generate comprehensive, data-driven quality reports, providing management with critical insights and recommendations for continuous improvement. Provide strategic quality insights and actively contribute to Weekly Business Reviews and Client Calibration sessions, ensuring alignment with client expectations and driving quality excellence Synthesize and present in-depth CSAT and NPS analysis, delivering actionable recommendations to management for enhancing customer loyalty and satisfaction PERSONAL INFORMATION WORK EXPERIENCE Business Communications Manager Age: 37 yrs old DOB: 6 Jan 1988 Nationality: Filipino Gender: Male Marital Status: Single GTT Global Travel Trade Philippines, Inc. | Aug 2018 - Mar 2020 Orchestrate seamless travel experiences by meticulously coordinating with suppliers and operators, ensuring operational excellence from pre-arrival logistics to real-time execution Guarantee flawless booking accuracy through rigorous quality control and daily review processes, ensuring consistently high service standards. Effectively resolve on-site challenges and emergency situations, minimizing disruptions and ensuring exceptional customer satisfaction during travel Expertly manage client feedback and post-travel inquiries, implementing solutions to enhance future travel experiences and foster long-term loyalty Drive strategic business growth by leading comprehensive marketing initiatives, including targeted events, social media engagement, and email campaigns, to expand client and partner networks Sales and Marketing Officer AWARDS & RECOGNITION Quality Coach of the Year 2013 (Capital One - Sykes Asia, Inc) LET Passer (Licensure Examination for Teachers ) Most Outstanding Student Teacher Award & Service Award (University of Rizal System) Phoenix One Knowledge Solutions, Inc | Apr 2015 - Aug 2018 Drive lead generation and achieve marketing objectives through strategic planning, execution, and data-driven optimization of multichannel digital marketing campaigns. Contribute strategic sales and marketing insights during weekly sales reviews, business reviews, and annual planning sessions, aligning marketing efforts with overall business goals Generate comprehensive marketing reports and actionable insights from Google Analytics, Search Console, and Zoho CRM, enabling datadriven decision-making and performance optimization Quality Coordinator Sykes Asia, Inc | Nov 2011 - Apr 2015 Projects Handled: Capital One (Financial), Ignite Travel Group & HotelBeds (Travel Accounts) EDUCATIONAL HISTORY University of Rizal System (Tanay - Main Campus) Bachelor in Secondary Education (Major in English) GPA: 1.64 Vice-President (Internal) University Student Council Co-Editor-in-Chief Student Publications and Literary Folio Conduct comprehensive real-time and historical call analysis, delivering actionable trend data to program leaders for data-driven performance optimization Ensure strict adherence to internal and external compliance standards, proactively identifying and mitigating potential risks Leverage quality monitoring systems to generate detailed performance reports, enabling targeted coaching and performance improvement strategies at both team and individual levels Analyze and report on CSAT data (Voice of the Customer), providing program managers with actionable insights and leading the implementation of CSAT-driven initiatives to enhance customer satisfaction Customer Service/Technical Support Representative Sykes Asia, Inc | Feb 2010 - Nov 2011 Projects Handled: Windows Live (Microsoft Forums)