FLOIDERELL M.

ZULUETA

Telephone: +639278781898 – Email: floiderell.zulueta@gmail.com

CAREER PROFILE
Worked as Director for Customer Experience Operations with 13 solid years of experience in
the Telecommunication industry and 7 years of Management experience in:

Service Management Contact Center Management Vendor Management

Workforce Management Service Delivery Change Management
Quality Management Business Analytics

Was the Director in Customer Experience Operations, Globe Telecom Inc. responsible for
enabling the organization in creating branded experiences that serve as a main differentiator
across customer segments covering both Consumer and Business.
 Drives strong inter-department collaboration to support advocacies impacting customer
experience.
 Implements process transformation that target high impact improvement in customer
experience and operational efficiency.
 Strong team builder and motivator; fosters an atmosphere that encourages highly talented
professionals from different disciplines to balance high-level skills with maximum results
 Effectively communicates direction, commits people to action, and conveys complex
information with clarity and easily understood formats across multi-level stakeholders

AREAS OF EXPERTISE
Contact Center Management / Vendor Management

 Manages multiple outsource partners with more than 1500 FTEs across different
geographical locations
 Delivers optimum customer satisfaction and NPS score through strong engagement with
Outsource partners by leveraging on their strengths, best practices and experience in
providing global services and solutions
 Implements business continuity plans for optimized and efficient Operations
 Ensures implementation of the agreed detailed scope of work and responsibilities
between the Outsourced Partner and the Company.
 Safeguards the timely validation of invoices within the agreed timeline to ensure timely
settlement of payments.

Service Management

 Manages, escalates, and drives resolution of incidents impacting the customer

 Provides customer impact analysis for major incidents and determines incidents that
require Problem Management handling
 Engages and involves brand partners and key enablers in formulation of solution/action
items to address incidents and problems experienced by customers
 Activates service recovery and pro-active advisory to customers affected by the incidents
and problems.
Workforce Management

 Manages operations productivity goals by effectively balancing volume of request and

resources among the various touchpoints
 Effectively review and plan staffing to achieve operational objectives on a daily basis.
 Create schedules that meet defined service level, revenue goals aligned with the operating
and budget parameters
 Manages periodic review of transactional handling time and analyze the trend to adjust
capacity plan.

Service Delivery and Change Management

 Plans and implements order management and service fulfillment strategies by

continuously driving improvements in order flowthrough.
 Upholds solid collaboration with internal customers and enablers within Globe by being
transparent in Operations, proactive in communication and supportive in advocacies
impacting customer experience.
 Continuously add value to business through comprehensive insights and recommends
actions to address fraud.
 Empowers both internal and external employees by living out Everyday Leadership and
encouraging them to find purpose in their work
 Defines budget requirements and ensures delivery of services within the set budget
commitments
 Builds a happy and compassionate work environment within the CX organization and
Outsource partners encouraging creativity and innovation.

Quality Management

 Drives implementation of quality programs that ensure accurate, efficient, effective and
consistent handling that protect the customer’s account and experience
 Embed risk assessment and controls in processes, systems and structure to prevent and
detect the occurrence of fraud and decrease vulnerabilities
 Drives alignment of quality standards between internal and outsourced partners so that
they become effective in promoting quality handling and enforce awareness, prevention
and detection of risk and fraud occurrences driving customer satisfaction
 Facilitates analysis on errors & recommend improvement action planning in partnership
with Training for implementation.

Business Analytics and Insighting

 Determines the metrics and measurement that accurately represent the experience of the
customers
 Leads the development of customer experience dashboard that captures the end-to-end
experience of customers in all touchpoints across the customer lifecycle
 Reviews and analyzes each contact reason of customers to identify opportunities for
improvement
 Communicates customer experience insights to internal customers and key enablers to
ensure they consider the Voice of the Customer in their plans and programs
 CAREER PROGRESSION

Director, Customer Experience Operations Order Management for Enterprise Oct 2014 – May 2017

Head, Business Order Management for SME and Enterprise July 2013 – June 2015

Head, Customer Contact Management for Loyalty and Retention Oct 2014 – June 2015

Head, Quality Assurance May 2010 – Oct 2014

Traffic and Workforce Management Specialist Oct 2006 – May 2010

Customer Service Associate Jul 2004 – Oct 2006

Retail Supervisor – Robinsons Handyman Inc. Sep 2004 – Mar 2004

Assistant Professor – AMA Computer University Sucat Branch Jun 2000 – Mar 2002

MOST RECENT KEY PROJECTS & ACCOMPLISHMENTS

 Championed with the design and cost-reduction initiatives in Order Management:

 Inventory Management System for Devices
 Order Management Flowthrough Tool
 Notes Generator

 Transitioned successfully Order Management from in-house set-up to Outsource. This

resulted to decrease in operations cost due to the improvement in Turn-around time from 48
hours to 15 minutes.

 Orchestrated stronger governance with Sales through a concierge model to help increase
compliance on pending orders. Compliance rate increased by 35%.

TRAININGS / OTHER SKILLS

 Six Sigma Green Belt October 2009

 Neuro-Linguistic Programming – June 2015
 Everyday Leadership Program – Sept 2015
 John C. Maxwell Live 2 Lead – Oct 2015
 Leading Self and Others – December 2015
 Building Powerful Partnership – January 2016
 Attended various GLOBE TELECOM leadership & career competency training on/off
site.

MS Office Application; Avaya CMS; Concierto CMS; Auto-dialer Sytem; Nice