1. Ronald “Ron” Salazar
872 MorionesStreetTondoManila1012 Philippines
Cell:09052719699 - ronaldsalazar052984@gmail.com
Summary:
ExperiencedService DeliveryEscalationManagerwithexcellentclientandprojectmanagementskills.
Action-orientedwithstrongabilitytocommunicate/collaborates effectivelywithtechnology,executive,and
businessaudiences.
Results-oriented,strategicsalesprofessional with6yearsinthe BPO industry.
High-poweredCustomerService Managerwhoeffectivelymotivatesassociatesthroughcontinual guidance,
direction,developmentandcoaching.
FriendlyCustomerService Managerwithcan-doattitude and willingnesstohelpatall times.
Devoted Service DeliveryEscalationManagerwhosustainsthe highestlevel of customerservice through
efficientteamandcustomeraccountmanagement.
Experience:
ClientService Manager/Service DeliveryEscalationManager
April 2014 to Current
Cisco at Convergys– Makati
o Conductedrootcause analysistoaddress escalations whichledto customersatisfaction.
o Addressednegative customerfeedbackimmediatelyandsuccessfullyledkeyprojectswhichresultedin
multimillion closeddeals.
o Recommendedchangestoexistingmethods,process,policy,toolstoincrease the accuracy,efficiencyand
customerservice satisfaction.
o Managed clientcallstoexplainwhatishappeningontheirdealswhichlessenescalationsonpendingdeals,
resolvedclientsquestions,issuesandcomplaints.
o Developedpeople todecrease the numbersof escalationsandmonitorpeopledevelopment basedonthe result
of customerfeedback.
o Proposedcontingencyplansoncritical dealsinordertoresolve high level of escalation(VPEscalations).
o Documentedprocessflowsanddevelopedrequirementsforfunctional improvementsandenhancementsEx.
Escalationprocess/guidelines.
o Effectively,communicatedthe expectationsof clientstooperations,mostespecially duringmonthendand
quarterend(Ex.Target metricsandCritical Deals).
o Collaborateswithcrossfunctionalteamsunderpressureandwasable todrive results
o InitiatedGlobal EscalationDeckcreationandpresentationwhichledonpassingrequired metricsandclient
satisfactiononpointsthatwere beingshared.

2. Highlights:
 Client-focused
 Clientrelationsspecialist
 Quicklearner/decisionmaker
 Talentdevelopmentbymentoring/coaching
 QuickDecisionMaking
 Change management
 Escalationmanagement
 Reportsgenerationandanalysis
 Skilledmulti-tasker
 Deadline-oriented
 Computerproficient
Accomplishments:
 PromotedtoEscalationManager after11 monthsof employmentandpromotedtoService DeliveryEscalation
Manager after6 months.
 Playedaninstrumental role inincreasingcustomersatisfactionratingsindex from 50% to 90% within 1year,this
alsoresultshighlevel commendationsfromdirectorsandCiscoclients.
 Coordinatedall crossfunctional department (Ex.IT,othervendors) tofix existingissuesandpendingactionsthat
bringsresolutiononprocess/policyandtool issues.
 Plannedandexecutedall aspectsof a majordecisiontoclose multimilliondealsinmonthendandquarterend.
 Successfullyplanned andexecutedclientmeetings andmetricdiscussiontocall outchallengestopropose
actionsstepinorder to eliminate barriers indeliveringbettercustomerservice.
 Collaborated withglobal(Americas/Canada,EMEAR,APJC) clients(Cisco&Partners),servesas
liaisonbetweenclients, operationsandcrossfunctional teams (Ex.IBM,CNX,Infosys) andhave builtagood
relationship.
Awards/Citations:
 TOP AgentAward(04/2012)
 TOPAgentAward(08/2012)
 TOPEscalationManagerAward(01/2013)
 TOP SPOCAward(12/2014)
 TOP SPOCAward(04/2015)
 CiscoSDEM AwardIdeation (Kaizen) (05/2015)
 2015 Bestof the BestAward (06/2015)
 TOP SPOCAwardfor Q3 & Q4 FY15 (09/2015)
 BestCustomerService (AboveandBeyond) (12/15)
 TOP SPOCAwardfor Q1 & Q2 FY16 (04/2016)
 QPC - Stintas a ClientServicesCoordinator(2Years)

3. Education:
 Bachelorof Science:Nursing2007
 Far EasternUniversity – Manila,Philippines
 Top 85% of the batch
 Board passer– firsttake
Trainings:
 Extensive CoachingWorkshop(2014)
 Effective Presentation(2014)
 ConvergysLeadersasCoaches(2015)
 Completedcustomerservice managementtraining
Tools:
o MS Office (Word,Excel,andPPT)
o Salesforce
o Telepresense
o CiscoJabber/Webex
o Smartsheet
o SAP
Character Reference:
Karuna Boyonauth - Regional OperationsManageratGoogle
0917-516-6488Karuna.boyonauth15@gmail.com
Dale Decena -Regional OperationsManagerat Google
0908-8104-200daledecena@gmail.com