Majoy Clemente
Southbank,VIC
Summary
A decade of experience in business process outsourcing industry specialising in Account Management, Workforce Management, Project & Change Management and Operations delivering operational excellence and building strong relationships with business partners and clients in multiple industries including ANZ utilities (energy retail industry), telecommunications, transport, financial services and public sector.
Overview
18
18
years of professional experience
Work History
Senior Account Manager
Datacom
12.2021 - Current
- Manages account and relationship with Datacom's cloud contact centre platform customers; handles negotiations between organisation, client and any third-party organisations involved in the service delivery
- Facilitates growth and penetration of the customer's contract
- Responsible for revenue, growth, productivity, and profit of the entire portfolio for the assigned clients/contract
- Promotes/supports Customer Experience (CX) and digital strategy/transformation and drives performance optimisation within customer's contact centre
- Manages overall contract management (i.e., contract renewal, change order, contract variation)
- Assigned contracts include AU private health insurance provider, Federal, State and Local Government agencies, law firm, NZ telecommunications provider, NZ finance and banking, AU utilities (energy retail) and fleet management; total contract value of AUD$3-5M
- Assists Business Development team on RFPs/RFIs for new/potential sales.
- Cultivates productive relationships with business representatives and consults closely to uncover needs and match to available solutions.
- Oversees service delivery for customer satisfaction and contract alignment
Account Executive
Stellar Asia Pacific
04.2019 - 12.2021
- Managed client relationship and overall contact centre service delivery to ensure operational excellence for Probe's client in the energy industry for the following lines of business: Credit Management (Active Collections; holds core competencies required for Collections business licensing), Hardship and Back Office (Activations, Billing, Revenue, Transfers, Service Orders, Forms and Sales Compliance)
- Service delivery included core functions on Operations, Workforce Management, Quality and Compliance
- Leveraged on data analysis and speech insights to champion Customer and Employee Experience (from CX/EX essentials to excellence)
- Developed strong commercial relationship with the clients and managed contract variations through Change Management
- Led the company's commercial governance processes
- Oversight on all proposals for growth and/or changes to existing contracts including pricing, risk assessment and proposal development
- Oversight on communication forums between the client and operations & workforce/support teams
- Client invoicing and pricing
- Managed a small team for Offshore Change Management team (Change Manager, Change and Process Associates), 10 FTEs.
Account Service Manager
Stellar Asia Pacific
07.2017 - 03.2019
- Same responsibility as Account Executive but with more focus on client relationship management, CX transformation, performance optimisation, quality & compliance, and continuous process improvement
- Managed business projects for both onshore (Customer Service, Complaints, Sales and Move In/Move Out, Social Media, and Energy Services) and offshore LOBs (Back Office, Credit & Hardship, Digital Channels) to deliver the key strategic initiatives such as enhancing customer experience, delivering operational excellence and reducing costs.
Account Executive (secondment)
Stellar Asia Pacific
07.2018 - 10.2018
Project Manager
Stellar Asia Pacific
02.2017 - 09.2017
- Managed key projects and commercial activity (including service start up; business planning; telephony upgrade; site selection; supplier procurement; coordination of lease activity; new contract reviews and general commercial advice to the broader Stellar business) effectively for Stellar clients in various industries (Telco, Travel, NBN, Utilities)
- Managed the end to end of a project - from scoping and planning to implementing and managing actions and mitigating risks.
Workforce Planner
Stellar Asia Pacific
12.2011 - 02.2017
- Produced highly accurate sales and service forecasts for key planning inputs including call demand, AHT, attrition and workload & staffing requirements ranging from short to long term; has handled government (aged care & transport), telco, broadband, retail, travel (airline & cruise) and utility accounts
- Prepared report analysis and recommendations for short & long term planning and recruitment
- Provided recommendations on effective costs and staff planning (both on short and long term basis)
- Developed business and process solutions that will improve forecasting & planning outputs
- Provided assistance to Real Time and Scheduling teams
- Acted as a business analyst in the company's consultancy business (Stellar Evolve)
- Did workforce management consultancy work for wine and government (transport) clients
- Trained and mentored new workforce planners.
Seconded Workforce Manager
Stellar Asia Pacific
05.2015 - 02.2016
- Managed client communication on all workforce concerns/enquiries
- Managed Real Time and Scheduling Team Leaders; coached and mentored a group of real-time analysts and schedulers (33 employees in total)
- Managed day to day call and resource operations to ensure KPIs (Service Level, Efficiency, and Occupancy) are met
- Supported Australian and North American contracts in various industries such as airline, cruise & travel, telco, government, and utilities with over 1000 FTEs across two centres
- Knowledge on the following Workforce systems: Aspect/eWFM, IEX Totalview, Genesys WFM.
Workforce Manager
Stellar Philippines
03.2011 - 12.2011
- Same as Seconded Workforce Manager's role, for an airline account.
Workforce Senior Team Leader
Stellar Philippines
09.2010 - 03.2011
- Same as Seconded Workforce Manager's role, for Australia accounts.
Scheduling Officer
Stream Global Services
08.2008 - 09.2010
- Produced optimum schedules that will provide a balance between employee lifestyle and business requirements, factoring in all pre-planned activities (development time such as coaching, team meeting, training) in the staffing
- Identified and implemented improvements to the scheduling process for accuracy, timeliness, and flexibility.
Workforce Analyst (Mission Control Analyst)
Teleperformance Philippines
03.2006 - 08.2008
- Maintained intraday staffing to meet operational and contractual requirements (Service Level, Occupancy, FTE requirements, and schedule adherence)
- Provided recommendations and implemented them when actual workload deviated from the plan (over-delivery of volume, understaffing, high absenteeism, and technical issues)
- Provided intraday and end of business day reports for internal and external stakeholders.
Operations Team Leader
Teleperformance Philippines
10.2005 - 03.2006
- Managed and supported a team of 12-15 agents to meet required contractual objectives including sales targets for a US Telco
- Provided regular coaching sessions, feedback, and QA report to the team and worked on a goal to meet the target
- Handled escalated/supervisor calls for complex calls.
Education
MBA - Business Administration
University of Melbourne
Parkville, VIC10.2025
Graduate Certificate - Business Administration
University of Melbourne
Melbourne, VIC01.2023
Professional Certificate - Business Administration
University of Melbourne
Melbourne, VIC06.2022
Bachelor of Arts - Psychology
Miriam College
Philippines03.2008
Skills
- Account Management
- Business Process Outsourcing & Cloud Contact Centre Technology Management
- Customer Experience
Client & Vendor Relationship Contract Management Strategic Planning Business growth & profitability Renewals & Retention Data Analysis Account Planning Invoicing Dispute Resolution
- Workforce Management
- Project & Change Management
- Service Delivery
Timeline
Senior Account Manager
Datacom
12.2021 - Current
Account Executive
Stellar Asia Pacific
04.2019 - 12.2021
Account Executive (secondment)
Stellar Asia Pacific
07.2018 - 10.2018
Account Service Manager
Stellar Asia Pacific
07.2017 - 03.2019
Project Manager
Stellar Asia Pacific
02.2017 - 09.2017
Seconded Workforce Manager
Stellar Asia Pacific
05.2015 - 02.2016
Workforce Planner
Stellar Asia Pacific
12.2011 - 02.2017
Workforce Manager
Stellar Philippines
03.2011 - 12.2011
Workforce Senior Team Leader
Stellar Philippines
09.2010 - 03.2011
Scheduling Officer
Stream Global Services
08.2008 - 09.2010
Workforce Analyst (Mission Control Analyst)
Teleperformance Philippines
03.2006 - 08.2008
Operations Team Leader
Teleperformance Philippines
10.2005 - 03.2006
MBA - Business Administration
University of Melbourne
Graduate Certificate - Business Administration
University of Melbourne
Professional Certificate - Business Administration
University of Melbourne
Bachelor of Arts - Psychology
Miriam College