Jordan Celestino

Director, Customer Service
Manulife Philippines

Seasoned manager for business process outsourcing with expertise on contact center management,back office processing and chat support in the field of customer service, ranging from telecommunications,auto finance servicing and Health and Insurance He has lead various projects in relation to improving the overall customer experience, cost savings,transition management and improving employee engagement

Check out the incredible speaker line-up to see who will be joining Jordan .

Download The Latest Agenda

CONFERENCE DAY TWO

Thursday, June 15th, 2017

11:15 AM PANEL: Personalising Customer Interactions and Responses in Working Towards 100% First Call Resolution

Guidelines but not scripts: Innovating and personalising agents’ responses to customers
Establishing a line of escalation and orderly communication plan to drive faster first call resolution
Performing root cause analysis and resolving customer queries by harnessing last mile callout and auto notifications
Establishing reliable metrics of first call resolution: What should be measured?