Further to attaining my bachelor’s degree in Information Technology, in 2009, I have spent the past 12 years in Customer Service, Clerical, Administrative, ICT and software management both in the Philippines and in Dubai; the last 8 years of which I have been employed with Farnek Facility Management (Affiliated with Priora FM Group), attaining the highly responsible position of Call Centre Assistant Manager in 2017, managing a team of more than 20 agents, 24/7.

Under my hands-on direction in the span of 6 months, The Farnek Call centre has attained ISO 18295 – 2017 Certification – (and is the FIRST Call Center in the UAE to be certified with this standard), won a new international Client in a non-FM sector, instigated new training and message board concepts for agents CPD, developed and delivered core call centre services, flow charts, scripts, management reporting, agent training and customer satisfaction tools, delivering call centre services for major FM projects in the UAE and 1,000’s of residential properties. The call centre CX service engagement and professional service delivery is also a key component for Farnek’s ISO 9000 continuous certification compliance.

Worked with Khansaheb Facility Management (affiliated with Interserve International FM), Overseeing helpdesk operation across UAE and Saudi Arabia.  Aiming to raise the bar of customer service in FM sector and transforming customer experiences. In 3 months, I was able to streamline both inbound and outbound call flow. Managed historical data for better understanding/analysis of the business. Helpdesk room was expanded by 30 per cent (%) as part of my forecasting planning.

Currently in Vancouver, Canada working in a complete solution material handling company, GN Johnston Equipment (GNJ) as a Service Dispatch Coordinator managing almost 20 technicians. I work within a territory zone collaborating with internal and external customers to ensure GNJ work orders move through the internal process in an efficient manner, until completion and finally billing. Proposed a plan to develop an effective route for drivers aiming optimum customer satisfaction.