P

Paulo Garcia

About

Detail

BPO Strategist & Customer Success Leader
Philippines
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Full-time jobs

Timeline

work
Job

Résumé

Jobs verified_user 0% verified
  • Outsourced Doers
    Lead Client Experience
    Outsourced Doers
    Sep 2024 - Current (2 years 2 months)
    • End-to-end management of client experience, stemming from
    onboarding to long-term success, supporting a global portfolio
    of creative professionals and virtual assistants.
    • Design and execute CX frameworks geared towards enhancing
    retention and satisfaction through personalized support and
    automation
    • Implement performance dashboards and client sentiment tools
    to proactively resolve pain points
  • Sutherland
    Senior Manager, Customer Success
    Sutherland
    Jul 2023 - Aug 2024 (1 year 2 months)
    • Managed and expanded a mid-market client success team up to
    30 FTEs, supporting $10M+ in monthly revenue.
    • Retention initiatives, onboarding improvement, and scaled
    operations support.
    • Improved renewal rates by 20% through targeted engagement,
    customer health tracking, and lifecycle touch points.
    • Partnered with product and sales teams to identify upsell
    opportunities and reduce churn via success plans and training
    interventions.
    • Spearheaded and implemented CSAT/NPS programs for client
    voice integration
  • M
    Manager, Customer Success
    Apr 2022 - May 2023 (1 year 2 months)
    • Directed a hybrid team of Customer Success Managers and Web
    Consultants delivering customized websites for US-based real estate
    professionals.
    • Integrated KPIs for CSAT, project delivery, and retention improving
    client feedback by 15% and boosted retention by 30%
    • Established workflows and SOPs for post-sale support, upsells, and
    client communication.
    • Worked cross-functionally with project managers, SEO specialists, and
    developer.
  • B
    Operations Manager
    Browns Word Group
    May 2020 - May 2021 (1 year 1 month)
    • Launched a contact center operation from inception to execution for a
    20+ person outbound sales team.
    • Oversaw setup of telephony and CRM systems, internal quality
    processes, and training modules for performance alignment.
    • Developed sales scripts, team targets, and reporting structures that led
    to consistent overachievement of sales KPIs.
    • Designed incentives and coaching frameworks resulting to improved
    morale and performance.
    • Mastered communication between client stakeholders and Philippine
    operations team.
  • EXL
    Operations Manager
    EXL
    Apr 2019 - Apr 2020 (1 year 1 month)
    • Led startup operations for Motor Claims Line of Business, growing team
    from 80 to 200 agents while maintaining service delivery excellence.
    • Delivered 95% claims accuracy (vs 90% target), leveraging analytics and
    quality coaching.
    • Reduced attrition to under 5% for 9 consecutive months through
    employee engagement initiatives and coaching strategies.
    • Implemented forecasting and workforce management practices to
    maintain SLAs and productivity.
    • Collaborated with global counterparts on process design and client
    reporting.
  • E
    Manager, Customer Service
    Engage Sparks
    Jun 2017 - Jan 2018 (8 months)
    • Managed customer success for Manila accounts at engageSPARK,
    collaborating with JP Morgan, Convergys, and other BPO companies.
    • Pioneered platform usage for bank integration and market collaboration
    leading to increased efficiency and client satisfaction.
    • Successfully engaged with Kickstart Ventures, utilizing tech events, and
    conducted pre and post-sales meetings with key decision makers.
  • WNS Global Services
    Assistant Manager
    WNS Global Services
    Jan 2016 - Jan 2017 (1 year 1 month)
    • Led sales performance for international account with KPIs covering
    conversion, AHT, service level, and abandon rates.
    • Managed business reviews, staffing forecasts, outage planning, and
    calibration sessions with internal and external stakeholders.
    • Provided after-sales strategies and retention touch points maximizing
    customer lifetime value.
    • Trained and coached agents toward promotion readiness and team
    efficiency.
    • Conducted high-level hiring interviews (CBI certified) and managed new
    hire onboarding programs.
  • The Results Companies
    Quality Supervisor
    The Results Companies
    Nov 2013 - Jan 2016 (2 years 3 months)
    • Managed quality assurance for multiple accounts across domestic and
    international sites including H&R Block, Affinion, and Target.com.
    • Conducted external/internal calibrations and weekly performance
    reviews for compliance and coaching.
    • Led site-wide QA reporting, including Daily, Weekly, and Monthly
    Business Reviews (MBRs).
    • Partnered with clients daily to align standards and initiate process
    improvements.
    • Designed QA scorecards and handled root cause analysis for performance
    outliners
Education verified_user 0% verified
  • University of Santo Tomas
    Bachelors of Arts: Communication Arts
    University of Santo Tomas