Edward Joseph Pangilinan
Angeles City,Pampanga
Summary
Results-driven leader, successful at enhancing customer loyalty with forward-thinking and attentive strategies. Competent in providing customers with exceptional experiences which drive retention. Eager to offer many years of related experience and pursue dynamic, growth-oriented position.
Overview
12
12
years of professional experience
Work History
Client Success Manager / Operations Manager
Insurance Back Office Solution
2022.10 - Current
- Provided guidance, coaching, and feedback to team members.
- Collaborated with other departments to ensure smooth operations.
- Oversaw daily workloads and workflow for smooth operations.
- Implemented strategic team objectives aligned with company goals, increasing productivity.
- Promoted a culture of collaboration within the team.
- Implemented quality control measures to uphold company standards.
Operations Manager
Social Discovery Corporation
2020.02 - 2022.03
- Oversaw daily activities including staffing, scheduling, monitoring workloads.
- Collaborated with other departments to streamline processes and improve service delivery.
- Cultivated positive relationships with vendors providing services related to the call center operations.
- Participated in the recruitment and selection process for new team members.
- Generated detailed reports on call center productivity levels for management review.
Supervisor
iQor
2013.06 - 2020.01
- Prepared reports on team performance, customer feedback, and operational metrics for senior management.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Performed root cause analysis to identify opportunities for improvement in operations.
- Established ambitious goals for employees to promote achievement and surpass business targets.
Education
Some College (No Degree) - Business Management
Angeles University Foundation
Angeles City, PampangaSkills
- Customer service and support
- Project management
- Business operations
- Client onboarding
- Business growth management
- Data analytics
- Client engagement
Timeline
Client Success Manager / Operations Manager
Insurance Back Office Solution
2022.10 - Current
Operations Manager
Social Discovery Corporation
2020.02 - 2022.03
Supervisor
iQor
2013.06 - 2020.01
Some College (No Degree) - Business Management
Angeles University Foundation