Mary Strawberry Santiago

▪ Supervise and monitor portfolio’s activities through performing operational reporting schedule of Regional KPIs that assist towards better strategic planning and decision-making. ▪ Design and promote best practice, fully integrated, single end-to-end process that covers engagement and disengagement from all registered 3rd party agents and resellers in all areas of compliance and overall process effectiveness. ▪ Guide and moderate all staged lead focus group and stakeholder meetings for requirement capturing, assessment of current situations, and determination of future states for business transformation projects that will turn into success. ▪ Oversee risk, compliance, and business improvement processes that transformed operations to become more effective and less exposed to risks. ▪ Identify sales requirements for the implemented system that enhanced pipeline tracking and forecasting, leading to better sales performance. ▪ Maintain strong relationships with 3rd party agents, ensuring timely payments and resolving inquiries efficiently. Notable Accomplishments; ▪ Developed and implemented an end-to-end onboarding and offboarding process for 3rd party international agents and resellers, which resulted in onboarding 16 agents and resellers out of 22 prospects within six months, generating new business revenue. ▪ Presented onboarding process to KPMG, demonstrating compliance with legal regulations and contributing to our channel passing external audit after previous years' failures.

• Enable sales community to track and forecast their sales pipeline • Provide data analytics to drive profitable growth (e.g. GTM, pipeline analytics, churn & retention analytics) and facilitate informed decision making based on right data point • Building deep interlock with regional sales leaders and in-region CET leads to help drive sales performance • Facilitate sales cadence and BPU • Support customer segmentation, targeting, pipeline health and other pipeline generation activities • Be the trust partners to regional leaders to drive regional performance and productivity improvement

▪ Offered crucial logistical and strategic contributions in terms of serving as key player in managing daily service operations, technology, transactions, and call center functions of the business. ▪ Coached and mentored team members on how to handle different escalated customer complaints, ensuring that team achieved set targets. ▪ Developed and trained team members engraved strategic activities, and oversight, which supported team capacity and operational goals and accomplishments. ▪ Managed daily workflow and distribution of tasks on a professional level, adhering to operational needs while increasing group efficiency. ▪ Controlled processes and changes in systems, which allowed for rapid implementation within teams and somewhat effective functioning. ▪ Conducted operational research and analysis and suggested detailed changes to enhance efficiency, minimize cost, and improve service delivery. Notable Accomplishments; ▪ Supervised 12 new agents conducting daily sessions with incorporation of QA principles and achieved 5 top performers and KPIs higher than passing within a month to six months range. ▪ Coordinated processes of acquiring hotel accommodations and support for employees on-site to continue operations immediately after the onset of the pandemic.

▪ Offered specific metrics and feedback from call reviews, improving overall client satisfaction and business performance indicators. ▪ Conducted calibration sessions to ensure accuracy and precision of customer insight data to guarantee that data collected met business quality parameters. ▪ Provided frequent customer insight points of view to leadership, helping to shape decisions and strategies. ▪ Developed excellent business relations by conducting leadership of events such as workshops, discussions, and collaboration forum stakeholders. ▪ Managed team of Quality Analysts to control vendor performance and built performance discussions presenting strict compliance to standards. ▪ Supervised operations of Trainers and Quality Coordinators for successful implementation of training and quality measures, supporting program objectives.

▪ Managed and resolved telecommunication service complaints through phone calls and emails, ensuring resolution of customer problems, account upgrades or cancellations, and additional information on the progress provided to the customer. ▪ Provided customers with responses for cancellation and collected combined reports on satisfaction, ensuring overall satisfaction. ▪ Integrated received feedback and established reports on customers’ satisfaction to aid in enhancing the quality of services.

Responsible for increasing revenue by generating sales from assigned new and existing customers, form pipeline to sales conversion, thru managing client relationships through day-to-day contact with the client and maximizing opportunities to up-sell and cross-sell products.