Paulo Garcia BPO Strategist & Customer Success Leader

Lead Client Experience

Outsourced Doers

Sep 2024 - Current (1 year 8 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

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.

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.

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.

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

Paulo Garcia

About

Detail

Timeline

Résumé