Summary
Overview
Work History
Education
Skills
Professional Development
References
Other Information
Timeline
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RAIZZA JARA REYES

RAIZZA JARA REYES

Fair Oaks,CA, USA

Summary

Accomplished professional with a Bachelor of Science in Nursing and over 17 years of diverse experience spanning customer service, sales, operations, and business development. I am driven by a track record of success and am eager to embrace new challenges in a dynamic role. My extensive expertise enables me to provide strategic leadership and deliver impactful results, driving growth and elevating company performance to exceed current standards.

Overview

14
14
years of professional experience

Work History

Client Operations and Customer Success Manager

Concertina Team
11.2022 - 11.2024
  • Improved and Implemented processes in HR, Recruitment, operations and accounting.
  • Lead and mentor 150 FTEs, fostering a collaborative and high-performance work environment
  • Grew the business from 5 FTEs to 150 FTEs in 2 years
  • Managed and Onboarded 48 clients
  • Client Onboarding: Manage the onboarding process for new clients, ensuring a smooth transition and integration of services
  • Provide necessary training and resources to clients to help them understand and effectively use the company's services
  • Client Orientation: Conduct orientation sessions for new clients to introduce them to company processes, tools, and best practices
  • Client Monitoring: Regularly monitor client accounts to ensure satisfaction and address any issues or concerns promptly
  • Client Feedback and Improvement: Weekly, Bi-weekly, and Monthly client calls to gather client feedback and insights to identify areas for improvement in services, and overall client experience
  • Facilitate Client-Candidate Interviews: Organize and facilitate interviews between clients and candidates
  • Ensure that the interview process is efficient, professional, and aligned with client expectations
  • Candidate Endorsements: Provide endorsements for candidates based on client requirements and feedback
  • Assign tasks and responsibilities to HR and recruitment for Sourcing of candidates for existing and new clients
  • Ensure that work is completed accurately and within deadlines
  • Client Inquiries: Respond to client inquiries via email and phone, providing timely and accurate information
  • Issue Resolution: Address and resolve any client issues or concerns with a win-win solution to maintain high levels of client satisfaction.
  • Act as a liaison between team members and management to address and resolve workplace issues, conflicts, and grievances
  • Relationship Management: Build and maintain strong relationships with clients to foster trust and long-term partnerships
  • Reporting: Prepare and present reports on client account status, performance metrics, and any issues or developments to senior management
  • Cross-Functional Collaboration: Work closely with other departments, such as sales, marketing, Accounts, and HR, to ensure alignment and support for client needs and objectives
  • Documentation: Maintain accurate and up-to-date records of client interactions, feedback, and performance metrics
  • Created and maintained the company's intranet where updates, SOPs and events are located
  • Identify and implement process improvements to enhance efficiency, reduce costs, and improve client outcomes
  • Foster a positive work environment and promote effective communication
  • Identify training and development needs and implement programs to enhance employee skills and career growth
  • Monitor and evaluate Team Member performance through regular feedback, coaching, and performance appraisals
  • Address performance issues promptly and implement improvement plans as needed

Business Development Manager

Liveware Labs Philippines
05.2022 - 11.2022
  • Onboarded and Managed a total of 34 clients
  • Setting goals and developing plans for business and revenue growth
  • Researching, planning, and implementing new target market initiatives
  • Researching prospective accounts in target markets
  • Pursuing leads and moving them through the sales cycle
  • Developing quotes and proposals for prospective clients
  • Conducting sales calls via video call to convert leads to clients
  • Creating social media content and email marketing to increase organic leads
  • Onboarding new clients
  • Establish effective sales processes and templates for emails, texts, and calls
  • Create reports via Excel and presentations

Head of Business Development and Client Services

Outsource Accelerator
04.2021 - 05.2022
  • Head of Source Partner, a limited partnership between Outsource Accelerator and BPO Companies for lead acquisition
  • Interact with clients and build relationships while ensuring their needs are met
  • Continuously mentor and maintain customer relationships
  • Successfully onboard their clients
  • Educating the client and walking them through the processes as efficiently as possible can help them get up to speed and well-adjusted
  • I make sure that I provide all the necessary information to help clients achieve their goals and Return on Investment (ROI)
  • Develop and oversee the implementation of client service protocols
  • Resolve complex client problems or disputes in a professional manner
  • Upsell campaigns and follow up on renewals
  • Answer all inquiries and provide solutions to issues that the clients are facing
  • Keep records and documentation of client interactions for training purposes
  • Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement

Customer Service Manager

The Studio
05.2019 - 02.2021
  • Head of the Customer Service Department for Supplied Shop and The Studio
  • 2019 Manager of the Year and consistently rewarded for being obsessed with the customer’s success
  • Piloted process improvement projects that raised the bars of the company and improved team performance
  • Handle and resolve customer escalations from VIP customers/accounts and converted several detractors to returning customers
  • Executes standard procedures to maintain NPS score (65) and Trust Pilot rating (4.7) to a satisfactory score
  • Analyze and approve refunds, redo, chargebacks, disputes, and compensations
  • Effectively communicates with the production team in China, the Design Department, and the Sales Department to resolve customer issues
  • Create and maintain trackers for historical data and data analysis
  • Provide regular updates to the site head on the progress of customer service projects and campaigns that directly affect each client
  • Coordinate internal projects and determine the best utilization of resources to increase customer satisfaction
  • Create, develop, and maintain the teams’ KPIs
  • Maintains customer satisfaction by providing problem-solving resources such as an accessible library where information is easily obtained by the reps for faster case resolution
  • Manage a total of 20 staff for 2 company brands and provide training to develop the team’s skills in providing world-class customer service
  • Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees and reinforcing company policies and procedures
  • Daily, weekly, and monthly one-on-one conversations with reps to discuss wins and opportunities
  • Prepares and completes action plans
  • Conduct training to enhance the team’s knowledge and skills
  • Implements production, productivity, quality, and customer service standards
  • Identifies customer service trends and determines system improvements
  • Prepares annual budgets and staff schedules
  • Conducts surveys and forms focus groups
  • Improves customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, and monitoring and analyzing results
  • Detects and diagnoses network problems
  • Plan and execute team spiffs and rewards to keep employees motivated and promote a harmonious work relationship among each member of the team
  • Actively involved in office events to boost employee morale

Sales Support Manager

Pacific Market International – Global Support Center
04.2018 - 02.2019
  • Piloted and mentored process improvement projects, which involved standardization and data analysis for consistent system development and upgrade and productivity improvement
  • Managed and mentored a team of Account Managers handling the sales support operations for Stanley, Starbucks, Aladdin, Private Label, and Slant brands
  • Handled and managed accounts of VIP clients such as Walmart, Target, Costco, Rite Aid, Starbucks, Amazon, Walgreens, Bed Bath and Beyond, etc
  • Participate in recruiting, interviewing, and selection process
  • Conduct new hire training and coach team members as needed
  • Drive team performance to deliver consistent achievement of SLA, KPIs, and metrics
  • Facilitate and improve communications amongst the team
  • Encourage, support, and motivate team members
  • Assist in troubleshooting and resolving problems (root cause analysis)
  • Monitor workload and recommend changes in tasks as needed
  • Coordinate break, vacation, and training schedules
  • Create, develop, and maintain the teams’ KPIs
  • Handle escalated concerns as needed
  • Organize and facilitate team meetings
  • Act as 'Officer in Charge' (OIC) or 'Point of Contact' (POC) when GM is out of office
  • Run necessary business reports and presentations
  • Perform special tasks and assignments as needed
  • Strategize, analyze and executes business continuity plans for the consistent improvement and raising the bars of the company

Account Manager

Pacific Market International – Global Support Center
10.2016 - 04.2018
  • Effectively handled and managed accounts for Drugstores, Outdoor, Gift Channels, Walmart and Private Label and Target national stores
  • Facilitate and improve communication amongst the team and POCs
  • Constantly looking at areas in the process for improvement
  • Set up accounts and maintain customer details and sales opportunities in the CRM system
  • Manage customer price list
  • Drive monthly sales forecasting discussions with Sales Manager
  • Assist the Sales Manager with customer presentation needs
  • Manage customer programs with cross-functional teams
  • Handle 'direct from factory' orders and communication with supply chain partners
  • Run necessary business reports and provide sound analysis
  • Research chargebacks and other errors/discrepancies (root cause analysis)
  • Review, understand, and communicate vendor business and compliance requirements
  • Monitor and own PMI performance versus customer scorecard
  • Handle escalated customer concerns
  • Performs coaching, mentoring, training, and team meetings as needed
  • Provides special reports that can help with data analysis and process improvements for POCs
  • Calling out new accounts to verify if the order is legitimate and answering all the customer’s concerns and issues through phone and email
  • Handle escalated customer concerns
  • Facilitated the strategy for reducing the backlog (orders, accounts, and item set-up) of Private label
  • Piloted and ensured the success of the Stanley Gift Channel (Creation and maintenance of customer accounts, credit card callouts, order processing, customer and warehouse inquiries, and reports)

Customer Service/ Sales Supervisor

Rendition Digital International
04.2016 - 10.2016
  • Managed a team of 18 headcounts handling the sales operations for WhatClinic.com
  • Task Management - Effectively manage identified tasks of team members
  • Metrics and Measurement - Manage and regularly publish the scorecard of the team
  • Performance - Meet and maintain all Team Performance Metric Targets and service levels
  • Training and Development- Mentor, coach, and train Telemarketers on a regular basis
  • Performance and Innovations- Facilitate and encourage continuous innovations and improvements for client and internal processes
  • People Management- Maintain a high level of employee morale within the team
  • Assists the Operations Manager in managing the daily activities of a team of Sales Agents, which entails conducting outbound calls to potential clients with the objective of creating new clients or selling additional services to drive revenue for the client
  • Improved and developed the company’s daily, weekly, and monthly reports
  • Responsible for following and meeting a sales quota, service levels, and the set team metrics and requirements; implementing call center policies and operational standards; meeting and maintaining productivity and quality of calls and ensuring individual agents are performing against targets; preparing reports on performance, quality, and other relevant reports regularly, and, providing analysis for such; training, coaching, and motivating team members and providing feedback to the Operations Manager on such activities

Senior Order Management Representative

Brady Direct Marketing Inc
07.2010 - 04.2016
  • Managed a team of 7 headcounts handling order processing and data analytics for Emedco, Seton & BPID
  • Responsible for generating and implementing of new tactics and techniques that can improve the current process of the company
  • Promote teamwork and cooperation
  • Facilitate the day-to-day operations within the team
  • Monitor and ensure the team's productivity and accuracy are highly maintained
  • Provide necessary process updates to the team
  • Primary support for front-line processes: order/Quote Entry for fax, chat, emails, and web; Web Releasing, Proof/PC Admin, Reporting, Live Chats, Internal Consumption, Returns, and Replacements
  • Provide support to process inquiries and concerns
  • Multi-support: Serves as a contingency plan if one team member is out
  • Handles special tasks, Project Lead
  • Calling out new accounts to verify if the order is legitimate and answering all the customer’s concerns and issues through phone and email
  • Approving and verifying the proofs/mockups prior to submission to the customer for approval and production
  • Processing orders through web, chat, fax, and email by transferring the information accurately to the system
  • Performs coaching, mentoring, training, and team meetings as needed
  • Responsible for creating and daily sending of reports that show the team's current status
  • Executes coaching sessions on a regular basis
  • Consistent awardee for individual and team performance
  • Developed Data Analytics for continuous improvement that helped the company reduce fraudulent web orders and save $650,000 worth of fraud orders in less than 6 months
  • Established and executed practical exams on current applicants

Education

Bachelor of Science - Nursing

Far Eastern University – Nicanor Reyes Medical Foundation
10-2007

Skills

  • Operations management and efficiency
  • Customer Relationship Management
  • Strong written and verbal communication
  • Strategic planning and execution
  • Process Improvement and Implementation
  • Problem-Solving and Analytical Thinking
  • Account and Project Management
  • Passion for Customer Success
  • Data Analysis and Reporting
  • Technical Savvy
  • Client Retention and Growth
  • Client Education
  • Conflict Resolution
  • Proactivity and resillience
  • Proficient in Google Docs, Sheets, Slides, Forms, and Drive for collaboration and productivity
  • Advanced skills in Excel
  • Salesforce, HubSpot CRM, Zendesk Sell, and Pipedrive Savvy
  • Slack, Zoom, Microsoft Teams, Google Meet, Trello, Asana, Mondaycom Savvy
  • Teamwork and collaboration
  • Multitasking Abilities
  • Organizational skills
  • Adaptability and flexibility

Professional Development

  • Oracle EBS
  • Soft Skills Training
  • 8 Step Problem-Solving Process
  • Systems Applications Products (SAP)
  • Coach LITE
  • Continuous Improvement
  • Demand Forecasting
  • 7 QC tools
  • DISC Assessment Training
  • SIPOC, Process Mapping
  • Microsoft Office
  • Basic and Intermediate Excel
  • Clear Partnership Training
  • 5S Training
  • Time Management Training
  • Building High-Performance Teams

References

  • Mark Narugisac, Operations Manager, Rendition Digital, Makati City, +6139985453114
  • Clemen Iniego, Director of Human Resources, Concertina, Pasig City, +639568451708, clemeniniego@gmail.com
  • Lori Paterson, Director of Sales Ops., Pacific Market International, Seattle, Washington, Paterson94118@yahoo.com
  • Vicky Chuanico, Sales Manager, The Studio, Pasig City, +639178530730

Other Information

▪ Willing to relocate and travel if necessary to the job function

▪ Member of employee engagement committee

▪ Participates in corporate social responsibilities

Timeline

Client Operations and Customer Success Manager

Concertina Team
11.2022 - 11.2024

Business Development Manager

Liveware Labs Philippines
05.2022 - 11.2022

Head of Business Development and Client Services

Outsource Accelerator
04.2021 - 05.2022

Customer Service Manager

The Studio
05.2019 - 02.2021

Sales Support Manager

Pacific Market International – Global Support Center
04.2018 - 02.2019

Account Manager

Pacific Market International – Global Support Center
10.2016 - 04.2018

Customer Service/ Sales Supervisor

Rendition Digital International
04.2016 - 10.2016

Senior Order Management Representative

Brady Direct Marketing Inc
07.2010 - 04.2016

Bachelor of Science - Nursing

Far Eastern University – Nicanor Reyes Medical Foundation

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RAIZZA JARA REYES