Floremie Meneses

Complaints and Feedback Management

Receiving & Channel Management

• Ensures availability and optimization of all feedback channels: SMS/Text Hotline, Facebook/Messenger, Call Hotline, Email, Branch walk-ins, Center meetings, and Whistleblower Hotline.
• Ensures clients are informed of their rights to complain and understand complaint processes.
• Supports training and capacity-building for Operations, Customer Care Team, and frontliners on empathetic and effective complaint handling.
• Coordinates with Marketing & Communications for cascade of complaint submission channels and client-facing information materials.

Responding, Logging, and Escalation

• Ensures timely, consistent, and accurate acknowledgment, response, and escalation of complaints in alignment with service-level standards.
• Ensures correct routing of complaints including:
• Operations-related issues
• Staff/employee-related complaints (HC)
• Data privacy matters (Risk/DPO)
• Reputation management issues (Marketing & Comms)
• Insurance-related complaints (FPG)

Monitoring & Tracking

• Oversees tracking of complaint progress and ensures departments resolve cases within prescribed timelines.
• Coordinates with concerned units to prevent backlog and ensure transparent status updates to clients.

Reporting & Dashboards

• Consolidates, standardizes, and maintains dashboards for complaints, feedback trends, and recurring service issues.
• Prepares CC reports for Senior Management and BDG Director, including analysis of trends, root causes, and improvement recommendations.

CC Analytics & Recommendations

• Conducts analysis of customer insights from all channels.
• Identifies operational, service quality, and policy-level gaps and recommends solutions.
• Works with Operations Leaders, SPM Manager, HC Director, and other units to implement improvement actions.

Policy, Standards & Process Improvement

• Gathers insights from recurring complaints and feedback to propose SOP and workflow enhancements.
• Ensures brand and CC standards are incorporated in operational procedures.
• Collaborates with DPO for compliance with data privacy policies, and escalates privacy-related complaints.
• Ensures alignment of client response spiel and messaging with brand standards and values.

Program Management: CC Surveys, Loyalty & Incentives

• Leads Client Exit Surveys (design, rollout, data consolidation, analysis, and reporting).
• Designs and oversees implementation of Client Incentives and Rewards Programs (loyalty, recognition, retention).
• Conducts client-experience research, pulse checks, and ad hoc studies to support decision-making.
• Leads special CC initiatives assigned by the Brand Strategy Unit or Senior Management.

Client Awareness, Training & Internal Support

• Supports learning and coaching programs for frontliners, Operations teams, and CC staff related to CC, empathy, complaint handling, and brand-aligned communication.
• Coordinates with Marketing & Communications for CC-related educational materials.
• Supports internal cascade of brand and CC guidelines to strengthen staff alignment with RAFI core values.

Performance Management

• Maintains accurate CRM records and performance tools.
• Ensures accuracy and completeness of complaint documentation.
• Generates regular performance dashboards for the Brand Strategy Unit.
• Monitors quality assurance of customer-facing interactions and documentation fidelity.

Admin Tasks

• Listen to live or recorded calls and document key points discussed.
• Prepare call lists, meeting agendas, and supporting materials, ensuring all participants receive the necessary information.
• Efficiently schedule meetings with clients and team members, coordinating times that work for all parties and managing any adjustments or cancellations.
• Prepare reports on key metrics and performance indicators within specified deadlines.
• Update and maintain virtual files to keep information organized and easily accessible.
• Oversee administrative tasks, including managing email correspondence, calendar appointments, and ensuring all administrative activities are executed efficiently.
• Monitored compliance risks while adhering to safety protocols.
• Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.

• Responsible for innovation and gating, exploration and concept building.
• Develop and execute strategic promotional campaigns to drive product awareness and sales.
• Collaborate with cross-functional teams to ensure cohesive messaging and brand consistency.
• Lead initiatives for opening or expanding branch offices, coordinating marketing efforts to attract local customers.
• Work closely with operational teams to align marketing strategies with the expansion goals.
• Spearhead the launch of the KaagAPPay app, overseeing its implementation and driving user adoption.
• Collaborate with tech and design teams to ensure a seamless and engaging user experience.
• Develop and implement marketing strategies to acquire new loans, targeting relevant customer segments.
• Analyze market trends and competitor activities to optimize loan acquisition campaigns.
• Conduct market strategy surveys to gather insights for informed decision-making.
• Utilize survey findings to refine marketing strategies and identify opportunities for business growth.
• Develop comprehensive marketing and communications plans aligned with business objectives.
• Orient and guide the team in executing these plans to maintain consistent messaging.
• Create content for posters, social media postings, and other marketing materials.
• Manage Facebook advertising campaigns, including planning, execution, and performance monitoring.
• Provide training to staff and clients to support operations, tools, and processes.
• Craft marketing materials and assist in developing marketing and communications plans.

• Responsible for innovation and gating, exploration, and concept building.
• Product Marketing Promotion:
• Develop communication plans for loan products to be relaunched.
• Write comprehensive communication plans for loan products to ensure effective promotion.
• Collaborate with the marketing team to align promotion strategies with organizational goals.
• Revise communication plans based on feedback and market trends.

• Responsible for innovation and gating, exploration and concept building.
• Conduct product study or assessment, business planning, and product designing.
• Responsible for product pre-pilot launching and product pre-roll out.
• Assist other employees if the assigned work for the day is completed or whatever required and/or assigned by the immediate superior.
• Continue to oversee the WASH project through preparing reportorial requirements to partner.

• Lead the project implementation and provide guidance and supervision to the WASH Project Coordinators.
• Monitor and supervise during the project implementation.
• Ensures that agreed targets are met on a timely manner.
• Participates in in-house trainings or learning sessions to team members.
• Produced financial reports and records requested monthly by external partner.

• Conducts pilot and rollout WASH orientation training to staff.
• Conducts orientation to communities and empowered them the importance on having facilities and safe water access.
• Monitor and track progress of the WASH project implementation in my assigned area.
• Prepare and submit reportorial documents and updates to the immediate head and external partner.
• Check clients’ loan utilization and quality of WASH product implementation at the field as well as marketing of the WASH program.
• Ensure that the targets, other assignments and responsibilities of the project shall be achieved.
• Ensure a smooth and complete implementation of the project.
• Assist other teammates if the assigned work for the day is completed.
• Kept projects on schedule by managing deadlines and adjusting workflows.
• Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
• Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
• Prepared meeting agendas and minutes for distribution and record keeping.
• Created job files for each project and maintained current data in each file.
• Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
• Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
• Negotiated contracts with vendors and suppliers, securing favorable terms for cost-effective procurement of resources needed for each project''s success.
• Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
• Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
• Decreased project completion times by efficiently prioritizing tasks and delegating responsibilities to team members.
• Kept corporate and client information confidential, adhering to data safety measures.
• Photocopied, distributed and emailed documents to project managers.
• Responded to requests for information on materials to inquiring parties.
• Assisted in developing training materials and organized workshops aimed at enhancing skill sets among staff members working under various capacities on different projects within the organization.
• Implemented change management processes that minimized disruptions while maintaining forward momentum on projects.
• Coordinated cross-departmental meetings to streamline project communication, enhancing team collaboration and efficiency.

• Directly engaged community through consultation, community organizing and rural development impressing upon residents the importance of the National Greening Program.
• Provide technical assistance and timely information to community organizations/POs in the implementation of activities.
• Provide extension services to NGP partners in agroforestry, forestland management starting with planning to increase land productivity.
• Manage linkage/networking of POs with national government agencies, local government units, research institutions and private businesses for the development of NGP sites.
• Participate in the meetings, program assessments and strategic planning with NGP partners and stakeholders.
• Conduct regular monitoring activities, review maps (shape files), geo-tagged photos of NGP sites, data analysis to ensure accuracy of information.
• Regularly update socio-demographic profile of the community organizations and biophysical characteristics of the NGP sites.
• Prepare and submit through channels, monthly reports to include Financial and developments in assigned areas including problems and issues encountered in the areas with recommendations.
• Review reports and other related documents uploaded to the NGP website.