resume ronald salazar
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Ronald “Ron” Salazar872 Moriones Street Tondo Manila 1012 Philippines
Cell: 09052719699 - [email protected]
Summary:Experienced Service Delivery Escalation Manager with excellent client and project management skills. Action-oriented with strong ability to communicate/collaborates effectively with technology, executive, and business audiences. Results-oriented, strategic sales professional with 6 years in the BPO industry. High-powered Customer Service Manager who effectively motivates associates through continual guidance, direction, development and coaching. Friendly Customer Service Manager with can-do attitude and willingness to help at all times. Devoted Service Delivery Escalation Manager who sustains the highest level of customer service through efficient team and customer account management.
Experience:Client Service Manager/Service Delivery Escalation Manager
April 2014 to Current
Cisco at Convergys – Makati
o Conducted root cause analysis to address escalations which led to customer satisfaction. o Addressed negative customer feedback immediately and successfully led key projects which resulted in
multimillion closed deals. o Recommended changes to existing methods, process, policy, tools to increase the accuracy, efficiency and
customer service satisfaction. o Managed client calls to explain what is happening on their deals which lessen escalations on pending deals,
resolved clients questions, issues and complaints. o Developed people to decrease the numbers of escalations and monitor people development based on the result
of customer feedback. o Proposed contingency plans on critical deals in order to resolve high level of escalation (VP Escalations). o Documented process flows and developed requirements for functional improvements and enhancements Ex.
Escalation process/guidelines. o Effectively, communicated the expectations of clients to operations, most especially during month end and
quarter end (Ex. Target metrics and Critical Deals).o Collaborates with cross functional teams under pressure and was able to drive results o Initiated Global Escalation Deck creation and presentation which led on passing required metrics and client
satisfaction on points that were being shared.
Highlights: Client-focused Client relations specialist Quick learner/decision maker Talent development by mentoring/coaching Quick Decision Making Change management Escalation management Reports generation and analysis Skilled multi-tasker Deadline-oriented Computer proficient
Accomplishments: Promoted to Escalation Manager after 11 months of employment and promoted to Service Delivery Escalation
Manager after 6 months. Played an instrumental role in increasing customer satisfaction ratings index from 50% to 90% within 1 year, this
also results high level commendations from directors and Cisco clients. Coordinated all cross functional department (Ex. IT, other vendors) to fix existing issues and pending actions that
brings resolution on process/policy and tool issues. Planned and executed all aspects of a major decision to close multimillion deals in month end and quarter end. Successfully planned and executed client meetings and metric discussion to call out challenges to propose
actions step in order to eliminate barriers in delivering better customer service. Collaborated with global (Americas/Canada, EMEAR, APJC) clients (Cisco & Partners), serves as
liaisonbetweenclients, operations and cross functional teams (Ex. IBM, CNX, Infosys) and have built a good relationship.
Awards/Citations: TOP Agent Award (04/2012) TOPAgent Award (08/2012) TOPEscalation Manager Award (01/2013) TOP SPOC Award (12/2014) TOP SPOC Award (04/2015) Cisco SDEM Award Ideation (Kaizen) (05/2015) 2015 Best of the Best Award (06/2015) TOP SPOC Award for Q3 & Q4 FY15 (09/2015) Best Customer Service (Above and Beyond) (12/15) TOP SPOC Award for Q1 & Q2 FY16 (04/2016) QPC - Stint as a Client Services Coordinator (2 Years)
Education: Bachelor of Science: Nursing 2007 Far Eastern University – Manila, Philippines Top 85% of the batch Board passer – first take
Trainings: Extensive Coaching Workshop (2014) Effective Presentation (2014) Convergys Leaders as Coaches (2015) Completed customer service management training
Tools:o MS Office (Word, Excel, and PPT)o Salesforceo Telepresenseo Cisco Jabber/Webexo Smartsheeto SAP
Character Reference:Karuna Boyonauth - Regional Operations Manager at Google
Dale Decena -Regional Operations Manager at Google