SAP CRM System
Miguel Santiago
Ombudsman Resolution Manager
Abbotsford
Summary
- Organized and dependable - successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
- Strong SAP CRM knowledge and navigation wherein skill is utilised to upskill and coach.
- Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
- Experience in working with senior management to align strategies and solutions.
- Excellent negotiation skills, proven track record of successfully pitching for new business.
- Effective in illustrating presentations and effictively delivering detailer or high level initiatives or projects.
- Taking care of the customer's needs by providing high quality service and assistance.
- Strong analytical skills to resolve complex customer enquiries/complaints.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work History
Credit Functional Analyst
AGL Energy
05.2024 - Current
- Main role was to overlook and Manage performance for Nutun who's the current offshore Contact Centre vendor for the CA & I team.
- Delivered skilling and training sessions to improve agent's competency.
- Utilisation of dashboards to determine opportunities and rolled out initiatives to implement improvement on certain gaps with processes and gauge agent competencies.
- Recent initiatives that had a significant uplift was performance with URGS approved outcomes and Centrepay compliance.
- Collaborated with various stakeholders that influenced changes for improvement with processes and efficiency.
- Managed project priorities effectively, balancing multiple tasks to achieve desired outcomes on time.
Ombudsman Resolution Manager
AGL Energy
10.2023 - 05.2024
- Streamlined processes by creating standard operating procedures for consistent handling of customer concerns.
- Analyzed data trends to identify recurring issues, leading to improved problem-solving techniques and resolutions.
- Negotiated dispute settlements with clients, securing favorable outcomes while preserving business relationships.
- Effectively managing end to end case work and providing fair and reasonable outcomes for AGL and the customer.
- Ability to provide outcomes that would prevent further upgrades of complaints and prevent further fines and expenses by AGL.
- Bringing in critical thinking to determine root causes of the issues and raising appropriate feedback to further improve processes or insights for learning and development of first contact centre representatives.
- Ability to collaborate with internal and external departments with great detail and insights to close off ombudsman referrals in a timely manner.
- Bringing in exemplary customer service to retain customer trust and retention business for AGL.
Resolution Manager and Technical Coach
AGL Energy
12.2020 - 10.2023
- Thinks outside the box to develop new ways of finding solutions.
- Manage and de-escalate customer complaints to prevent further ombudsman escalation either through inbound calls or emails received via the complaints' team email inbox.
- Collaborating with various internal departments to provide an ideal resolution to customers.
- Strong interpersonal and communication skills - Both written and verbal.
- Demonstrate problem-solving and lateral thinking.
- Upskill and coach our existing customer solutions teams.
- Manage changing priorities on a day-to-day basis.
Customer Resolutions Representative
AGL Energy
01.2018 - 12.2020
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
- Ensures active awareness and conversion of sales opportunities while maintaining strong collection focus.
- Provide excellent service to retain business and provide positive experience to the client.
- Build sustainable relationships and engage customers by taking ownership of each enquiry and get to a resolution.
- Was the assigned sales champion of the team.
- Responsible for updating the team's revenue spreadsheet and leads the team on attaining successful daily revenue targets.
- Meeting and exceeding monthly KPI targets.
Customer Care Representative
AGL Energy
08.2017 - 12.2017
- Handled inbound calls from clients who had concerns related to billing, products, claims and services.
- Acknowledges problem areas with the utmost degree of professionalism and courtesy to get to a solution efficiently.
- Thorough and accurate assessment of enquiries to distinguish the most effective solution for the client.
- Direct requests and unresolved issues to the designated resource available.
IT Help Desk Associate/Major Incident Manager
DXC Technology, Hewlett Packard Enterprise
03.2016 - 04.2017
- Providing first level contact and convey resolutions to customer issues.
- Properly and effectively handing over critical incidents to the next level support.
- Provide On-line telephone IT technical support to end users on their mobile and desktop platforms.
- Track, route and redirect problems to correct resources.
- Walk customers through problem solving process.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Respond to request for technical assistance via phone or emails.
- Accurately logging all help desk interactions and incidents.
- Answer and log service requests from clients.
- Stay current with system information, changes and updates.
Customer Retention Specialist
Hewlett Packard Enterprise
04.2014 - 04.2016
- Analyzes customer feed backs and develop new techniques to ensure customer retention.
- Handles 70+ calls daily with duties including signing up new customers, retrieving customer data, presenting relevant product information, retention and billing concerns.
- Works with less structured and more complex issues on inbound calls for identified consumers.
- Performs customer negotiations to reach a fair conclusion from both business and customer perspectives.
- Helped company attain the high customer service ratings earned consistent above 90% quality audit marks in all categories including communication
skills, listening skills, problem resolution. - Resolves business issues relating to business rule execution. Determines and supports the implementation of a business policy, provides the following:
-the contents for the business rules that enforced the policy
-the process contexts in which the rules are applied
Business Development Head
The Collective
03.2014 - 03.2014
- Responsible for the overall management of all strategic and operational Marketing and Customer Relationship activities.
- Planned and coordinated the implementation of business plans and the penetration of potential clients/markets.
- Provided market feedback to the company leadership regarding competitive offerings, prospect needs and generate product development ideas.
- Building relationships with existing clients in an attempt to increase their current spend. Produced detailed proposals for events (e.g. timelines, venues, legal obligations, staffing and budgets).
HR Associate
People Depot
01.2014 - 03.2014
- Ensured efficient and organized human resources records by maintaining applications, résumés, and applicant logs.
- Maintains manager and employee confidence by keeping human resources information confidential.
- Accomplished human resources and organization mission by completing related results as needed.
- Verified candidates background by contacting references.
Head of Creatives
Digitank Studios
06.2011 - 10.2013
- Worked with the account team, strategy team, and copywriters to develop concepts and present to management and clients.
- Interacted with other agency departments to maintain communication and client satisfaction.
- Utilized creative expertise to interpret a client's vision and make it a tangible and deliverable product.
- Planned and implemented budgets to ensure both quality and efficiency, and established schedules on short- and long-term projects.
- Worked with internal teams to generate ideas for pitching and proposals.
- Acted as director, assistant director and storyboard artist to various projects.
Screening Associate
First Advantage
07.2010 - 05.2011
- Preparation of background screening reports for various local and international clients.
- Conducted employment verification via phone and email.
- Quality Assurance work to ensure all data entry work for employment verifications are accurate and ready to be forwarded for report writing.
Education
Bachelor of Arts - Communication Arts
De La Salle University
Santa Rosa Laguna, Philippines 06.2005 - 12.2009
Bachelor of Science - Business Administration
De La Salle University
Santa Rosa Laguna, Philippines 06.2003 - 05.2005
Skills
Problem identification and resolution
Coaching and mentoring
Mediation and conflict resolution
Technical requirements understanding
Problem and issue resolution
Conflict and issue resolution
Employee relations and conflict resolution
Data Analysis
Gap analysis
Translating data visually
Adaptability
Reliability
Software
Microsoft Sharepoint
Microsoft Excel
Microsoft Word
Microsoft Powerpoint
Microsoft Outlook
Microsoft 365
Timeline
Credit Functional Analyst
AGL Energy
05.2024 - Current
Ombudsman Resolution Manager
AGL Energy
10.2023 - 05.2024
Resolution Manager and Technical Coach
AGL Energy
12.2020 - 10.2023
Customer Resolutions Representative
AGL Energy
01.2018 - 12.2020
Customer Care Representative
AGL Energy
08.2017 - 12.2017
IT Help Desk Associate/Major Incident Manager
DXC Technology, Hewlett Packard Enterprise
03.2016 - 04.2017
Customer Retention Specialist
Hewlett Packard Enterprise
04.2014 - 04.2016
Business Development Head
The Collective
03.2014 - 03.2014
HR Associate
People Depot
01.2014 - 03.2014
Head of Creatives
Digitank Studios
06.2011 - 10.2013
Screening Associate
First Advantage
07.2010 - 05.2011
Bachelor of Arts - Communication Arts
De La Salle University
06.2005 - 12.2009
Bachelor of Science - Business Administration
De La Salle University
06.2003 - 05.2005
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