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BARRI NIÑO M. LACBAY
Customer Engagement Executive
Auckland,Auckland
Summary
Performance-oriented Sales Leader with solid foundation in customer engagement offering exceptional record of achievement over 15-year career. Tenacious manager with strategic and analytical approach to solving problems, bringing in customers and accomplishing profit targets. Talented in identifying and capitalizing on emerging market trends and revenue opportunities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
2
2
Languages
Work History
Customer Engagement Executive
Philip Morris International - New Zealand (PMNZ)
08.2023 - Current
- Deliver strong relationships and advocacy for PMNZ products across B2B and B2C groups through the effective application of tools, programs and agreed strategy utilizing remote resources (I.e
- Phone, video conference, email, CRM systems) effectively to constantly achieve KPI
- Execute initiatives with operational excellence as a channel and touch point which includes sales and aftersales support initiatives, programs, experiments and other engagements
- Consistently achieve sales level KPIs and metrics at global benchmark (NPS, CSAT, CES)
Customer Engagement Officer
Store Support Office – Marketing Department
10.2017 - 09.2020
- The primary touch point to deliver the TWG customer lifecycle behaviors and strategies, ranging from email marketing to trigger based communications like calls, chats and social media interactions
- Delivering key drivers to increase customer engagement and retention across all channels.
Front Office Administrator
New Zealand Skills & Education Group: Seafield School of English – Auckland City Centre
03.2017 - 10.2017
- Frontline customer service and support for a diverse customer base including internal staff, students and external stakeholders
- Ensuring that support services and documentation processes and followed in order to support the needs of the student base
- Providing pastoral support to students at Seafield School of English and administrative support for the marketing team.
Quality Professional
Teletech Philippines (Financial Account: Morgan Stanley) – Philippines
12.2013 - 12.2015
- Evaluated an average of 20 calls per day to make sure the assigned teams adhere to the quality control standards of the company
- Answered an average of 5 escalated calls per day by addressing customer complaints, solving problems and providing consistent status feedback of requests.
Assistant Business Development Manager
The Hong Kong and Shanghai Banking Corporation, Ltd. – Philippines
07.2008 - 08.2012
- Successfully acquired an average of 20 new accounts per month generating growth in the retail banking and wealth management revenue of the bank
- Implemented the bank’s marketing strategies which resulted in growth of customer base
- Provided an elevated customer experience to generate a loyal clientele.
Education
Diploma in Business Level 7 – Business, Customer Relationship Management, Innovation and Entrepreneurship, Corporate Social Responsibility, e-Marketing, Strategic Decision Making, Data Management, Project Management, Brand Management, Events Management -
New Zealand Skills & Education Group – Auckland City Campus, New Zealand
01.2017
Bachelor of Science – Business Administration -
Ateneo de Naga University – Naga City, Philippines
01.2008
Accomplishments
- NEW ZEALAND ASIAN LEADERS (NZAL) INTENSHIP 2017, Completed a 10-week internship with NZAL by closely working with the Chief Executive and marketing and communications manager in fulfilling its day-to-day operations may it be in events management, website maintenance, social media content scheduling, search engine optimization, sponsorship and membership data research.
- MARKPROF TOP 25 MARKETING MANAGEMENT TRAINEES 2007, One of the 25 students selected all over the Philippines to attend a 7-week Marketing and Sales Leadership Boot Camp with top market practitioners discussing various industry trends
Professionalreferences
- MR. KING PUI, eCommerce Manager, Philip Morris New Zealand, 64272706437, King.Pui@pmi.com
- MR. JAN CORTEZ, Product Development Engineer, Rinnai NZ, 64210702577, jancortez282523@gmail.com
Certification
· Microsoft Certified Professional
· Completed Udemy Data Science Bootcamp 2024
· Completed Udemy Python for Data Science and Machine Learning Bootcamp
· Completed Machine Learning A-Z: AI, Python & R + ChatGPT
Skills
Data-driven decision-making
Exceptional communication
CRM Integration
Customer Service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Software
Python & R
ChatGPT
Copilot
Interests
Entrepreneurship
Online Games
Hiking
Timeline
Customer Engagement Executive
Philip Morris International - New Zealand (PMNZ)
08.2023 - Current
Customer Engagement Officer
Store Support Office – Marketing Department
10.2017 - 09.2020
Front Office Administrator
New Zealand Skills & Education Group: Seafield School of English – Auckland City Centre
03.2017 - 10.2017
Quality Professional
Teletech Philippines (Financial Account: Morgan Stanley) – Philippines
12.2013 - 12.2015
Assistant Business Development Manager
The Hong Kong and Shanghai Banking Corporation, Ltd. – Philippines
07.2008 - 08.2012
Diploma in Business Level 7 – Business, Customer Relationship Management, Innovation and Entrepreneurship, Corporate Social Responsibility, e-Marketing, Strategic Decision Making, Data Management, Project Management, Brand Management, Events Management -
New Zealand Skills & Education Group – Auckland City Campus, New Zealand
Bachelor of Science – Business Administration -
Ateneo de Naga University – Naga City, Philippines
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