Jacqueline Fuentes

Vice President, Global Customer Experience at Jollibee Group of Companies

Metro Manila, National Capital Region, Philippines

About

With over 25 years of experience across telecommunications, e-commerce, food and beverage, and supply chain industries, I specialize in shaping customer-focused strategies that drive meaningful impact. My professional focus lies in: Revolutionizing Customer Experience Driving Operational Excellence through Process Improvement and Automation Leading Organizational Change and Development Passionate about delivering branded, differentiated experiences, I constantly seek opportunities to innovate, elevate customer satisfaction, and empower teams to achieve excellence.

Experience

  • Vice President, Global Customer Experience at Jollibee Group of Companies
    Jul 2023 - Present · 3 yrs

  • Lazada (6 yrs 10 mos)
    • Regional Head of Customer Care Quality, Training and Process Transformation
      Mar 2022 - Jul 2023 · 1 yr 5 mos

    • Executive Vice President
      Jun 2020 - Jul 2023 · 3 yrs 2 mos

    • Chief Customer Officer, Lazada Philippines
      Jan 2018 - Jul 2023 · 5 yrs 7 mos

  • Globe Telecom (17 yrs 9 mos)
    • Vice President - Customer Experience Operations
      Jul 2015 - Sep 2016 · 1 yr 3 mos

    • Vice President - Business Customer Service and Experience Management
      Jun 2013 - Jun 2015 · 2 yrs 1 mo

    • Director - Customer Contact Management
      Aug 2011 - May 2013 · 1 yr 10 mos