• Develop and implement strategic initiatives and plans that align with the organization’s goals and objectives.
• Conduct in-depth market research and analysis to identify market trends, competitive landscapes, and growth opportunities.
• Collaborate with key stakeholders to gather insights and perspectives for strategy development, including senior management, department heads, and cross-functional teams.
• Design and implement strategic frameworks and models to guide decision-making processes and ensure a structured approach to strategy development.
• Define clear strategic goals, objectives, and KPIs that enable effective measurement of progress and success.
• Analyze internal and external data, market intelligence, and industry best practices to identify potential strategic options and recommend actionable strategies.
• Facilitate strategy workshops and meetings to engage stakeholders and gather input for strategic decision-making.
• Develop comprehensive implementation plans, including timelines, resource allocation, and performance metrics.
• Work closely with cross-functional teams to ensure effective and coordinated implementation of strategic initiatives.
• Monitor and evaluate the progress of strategic initiatives, tracking performance against defined objectives and milestones.
• Identify and address barriers or challenges to successful strategy implementation, providing guidance and support to overcome obstacles.
• Stay abreast of industry trends, emerging technologies, and best practices in strategic management, applying relevant knowledge to enhance strategic planning processes.

• Supervise and manage the overall operations of the back-office department, ensuring an efficient and smooth workflow.
• Oversee a team of back-office staff, providing guidance, training, and support to ensure high performance and productivity.
• Monitor and evaluate team members’ work quality and adherence to established policies and procedures.
• Develop and implement standard operating procedures (SOPs) for back-office processes to ensure consistency and efficiency.
• Collaborate with other departments to streamline interdepartmental workflows and resolve any operational issues.
• Monitor and analyze key performance indicators (KPIs) to assess departmental performance and implement improvement strategies as needed.
• Identify opportunities for process improvements and automation to enhance productivity and accuracy.
• Manage and resolve escalated customer inquiries or issues related to back-office operations in a timely and satisfactory manner.
• Generate regular reports and present data on departmental performance, including productivity, accuracy, and customer satisfaction.
• Collaborate with the HR department to recruit, select, and onboard new staff members.
• Conduct regular performance evaluations, provide feedback, and identify training needs for team members.
• Foster a positive work environment, promote teamwork, and encourage open communication within the back office team.
• Maintain confidentiality of sensitive information and ensure data security measures are implemented.

• Developed marketing strategies to achieve goals and targets.
• Collaborated with business managers to support marketing efforts.
• Assisted team members and managers to maintain productivity and meet project milestones.
• Monitored processes and recommended methods for improvement.
• Resolved customer issues and provided feedback to management.
• Handled E-top issues and provided back-end support for sales representatives.
• Responded to correspondence and provided necessary solutions.
• Relayed support to the Information System team for SIM registration activities in the field.

• Designed, managed, and configured Business Associates and Glozone information portals.
• Enhanced front-end performance and improved website navigation.
• Evaluated the latest innovations and adopted cost-effective, useful solutions.
• Completed reports detailing performance, costs, and downtime issues.
• Generated reports of daily activities in the call centre
• Planned and implemented upgrades to system hardware and software.

• Assisted customers with inquiries, complaints, and product knowledge.
• Maintained positive customer care, managed high-volume queries, and provided effective solutions.
• Promoted customer loyalty through exceptional service and upselling new products and accessories.
• Managed 120+ daily calls, took orders and maintained compliant documentation on CRM (Siebel CRM)
• Processed inbound customer calls, providing information on service or product upgrades.

Google Data Analytics Certificate

Jan 2023 – Aug 2023

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