Olivia De Vera
About Olivia De Vera
Olivia De Vera is a Customer Service Manager APAC at The Economist, where she has worked since 2020. She has a strong background in customer service and process improvement, having previously held various roles at Wyndham Worldwide/RCI and Smart Communications, Inc.
Current Role at The Economist
Olivia De Vera has been serving as the Customer Service Manager APAC at The Economist since 2020. In this role, she is responsible for overseeing customer service operations in the Asia-Pacific region. Her focus includes enhancing customer experience and implementing effective service strategies. De Vera's expertise in managing customer relations contributes to the organization's commitment to delivering high-quality service.
Previous Experience in Customer Service
Before joining The Economist, Olivia De Vera held several positions at Wyndham Worldwide/RCI. She worked as a Vacation Sales Consultant for one year in Singapore from 2007 to 2008, then progressed to Senior Service and Solutions Specialist from 2008 to 2014, and later served as Member Services Team Leader from 2014 to 2020. Her roles involved managing customer interactions and improving service delivery.
Education and Expertise
Olivia De Vera earned her Bachelor of Science degree in Communication Arts from Miriam College, where she studied from 1997 to 2001. Her educational background has equipped her with strong communication skills, which are essential in her customer service roles. De Vera is recognized as a region expert in processes, quality, and resolutions of complaint cases across multiple countries.
Achievements in Customer Service Management
During her tenure in customer service, Olivia De Vera achieved significant reductions in operational costs and errors. From 2011 to 2014, she lowered the cost of compensation by 64% and decreased erroneous transactions in the Contact Center by 70.5%. Additionally, she co-headed a project that resulted in savings of nearly $200,000 in coupon costs and created over 20 operations processes aimed at enhancing customer experience.
Personal Interests and Activities
Outside of her professional responsibilities, Olivia De Vera enjoys trekking, running, and engaging in various forms of art. These activities reflect her passion for maintaining a balanced lifestyle and her commitment to personal well-being.