Junrex Ylaya Ballesteros

ECE License Number: **31742

Unit 5 Terryville 2, Freedom St., Peace Valley,

Lahug, Cebu City

Email: acu0ui@r.postjobfree.com

Mobile: 091*-***-****

Related Work Experience

Company: ClickLabs Ventures

Position: Senior Project Manager/ Operations Manager

September 28, 2015 December 16, 2015

 Manages the business unit s performance.

 Ensures project delivery are on-time through regular project status review.

 Manages the business unit s P&L through regular resource planning, allocation, and revenue & expense analysis.

 Analyzes performance scorecard and come up with in depth analysis to identify root cause/s of failed metrics and recommend action plans

 Prepares the project scope, statement of work, and resource allocation for upcoming projects.

 Identify training needs of the BU and share results to the Culture Hub (HR) for their action.

 Facilitate daily stand up, weekly planning and retrospective meetings

Company: Trax Technologies Asia, Inc.

Position: Project Manager (Global)

December 10, 2012 September 25, 2015

 Served as primary Trax communication point for the client during project implementation and end-to-end testing.

 Coordinated and led the Trax Implementation team to meet project commitments.

 Prepared the project scope, SOW and ADD (Analysis and Design Document)

 Ensured resources utilized for every project is within budget/contract.

 Participated in client contract renewal through resource and cost analysis

 Managed the implementation to timelines; provide continuous feedback regarding status and issues.

 Maintained scope control of the implementation. Track change requests and work with Sales and Marketing to ensure accurate and timely disposition.

 Documented all resource allocations and investments required to support the program implementation schedules

 Provided RCA for every completed projects and its appropriate recommendation

 Reviewed resource allocation periodically.

 Managed story cards of the team through daily stand ups and sprint planning.

 Facilitate retrospective meetings and conducts results review with the team.

Company: Lexmark Research & Development Corporation

Position: Operations Manager

May 10, 2011 December 10, 2012

 Managed Enterprise Sales and Product Support team (North America & EMEA) through daily huddle and weekly meetings. While closely coordinating with the sub-teams respective stakeholders/customers from different Geos.

 Provided monthly business reviews to different stakeholders

 Implemented new systems or process within the team to ensure efficiency.

 Assisted Department Manager in budget forecasting and salary reviews

 Helped build the department s Quality Monitoring scorecard

 Created developmental plans for each of the staff and ensure the each key objective is worked on and achieved.

 Created team performance scorecard by identifying key metrics per job role and conduct quarterly performance reviews.

 Oversee project-based tasks of the team while ensuring project deadline is met and quality of work is high.

Company: Sykes Asia, Inc

Position: Operations Manager

August 7, 2008 May 9, 2011

 Managed and developed operations, its key personnel, and promote continuous development geared towards meeting and exceeding client expectations.

 Represented Sykes as the main point of contact for the client during client visits, meetings, business reviews.

 Recommended product improvements to the client based on the data gathered from customer surveys and technical support representatives

 Developed and maintain client rapport and complete satisfaction with contract and customer services.

 Identified additional services for business expansion

 Directly accountable for and routinely reviews account s performance against contract metrics and client expectation. Assures that contract documentation and information is up to date and files are maintained.

 Provided client complete, accurate, timely, and professional performance reporting as required. Assures that contract requirements including service levels, handle time, response time, escalations, quality score and customer satisfaction are routinely conveyed and understood by team members.

 Assisted and/or provided the lead role in client communications in matters of support center performance reporting, billing, systems, staffing, product development, and complaints.

 Implemented new systems or process within the team to ensure invoice accuracy.

 Ensured invoices are released timely and clients settle their charges in the same fashion.

 Met or exceeded account objectives for revenue and gross profit.

 Made sure that locked forecast is within +/- 5% of actual variance.

 Measured and tracked financial performance against forecast and budget. GP 55%-65%

 Administered the division s budget to monitor cost and analyze variances.

Company: Sykes Asia, Inc

Position: Operations Supervisor

February 7, 2008 August 7, 2008

 Develops and maintains partnerships with clients to increase business and client satisfaction.

 Functions as link between company and client

 Sustains and grows business partnerships with client by offering proactive solutions.

 Identifies problems, analyzes trends and implements corrective and preventive actions.

 Implements business operation and service solutions utilizing the continuous improvement process

Company: Sykes Asia, Inc

Position: Technical Trainer

September 18, 2006 - February 6, 2008

 Establish training and development paths for the various product support job functions. Determines appropriate resources to meet all training objectives established in the learning paths.

 Develops and manages a process, which confirms agents are able to demonstrate required baseline proficiencies before being put on the job.

 Manages agent s progress against learning paths. Coordinates with Quality Supervisor and/or Q&T Manager to provide weekly, monthly reports with performance measurements and performance analysis.

 Works with management to manage time allocations required for training activities and progress.

 Proactively identifies and addresses those professional developmental needs which, when addressed, will have a positive influence on staff retention.

 Develops training material/modules not provided by the client for training purposes.

Company: Sykes Asia, Inc

Position: Quality Assurance Coordinator

August 7, 2004 September 18, 2006

 Does Root-Cause-Analysis (DMAIC) for a specific Quality issue.

 Work hand-in-hand w/ account s Training Team to ensure that Team is properly educated on any new support processes or procedures

 Point of contact for the Team for any QA requirement; Quality issues and questions.

 Coordinate with Sykes QA Account owner for Soft Skills Evaluation Activities, Key Customer Related Process Documentation and Process Improvement

 Maintains Technical knowledge of platforms, paperwork and records accounts

 Provide accurate, timely and structured feedback to the agents

 Hold regular Quality meetings with Management Team indicating Top Quality Issues

 Ensure corrective actions are taken in a timely manner to address quality problems

 Provide correlation analysis on Customer Satisfaction and other Quality data

Company: Sykes Asia, Inc

Position: Technical Support Engineer, Level 1

October 13, 2003 August 2004

 Provides technical support, troubleshoot issues and problems raised by customers and provides accurate solution/s to the problem/s

 Takes care of customer s needs and concerns

 Informs customers of the updates they need to know regarding the product/s they are using

 Helps in troubleshooting and repair of defective parts or equipment

Educational Background

Tertiary: 1998-2003

Cebu Institute of Technology

N. Bacalso Avenue, Cebu City

 Bachelor of Science in Electronics and Communications Engineering

 Philippine Association of Metropolitan Washington Engineer (PAMWE) Scholar

 Consistent Dean s Lister

Secondary: 1994-1998

Salazar Institute of Technology

N. Bacalso Avenue, Cebu City

 Valedictorian

 Don Sergio Osme a Sr. Awardee

 Physicist of the Year

Primary: 1991-1994

Colegio dela Inmaculada Concepcion

Tipolo, Mandaue City

 with honors

Trainings and Seminars Attended

 7 Habits for Highly Effective People

 Call Center Essentials

 Performance Coaching

 Enable

 7 QC Tools

 Leadership Summit with John Maxwell

Skills/Background

 Agile/Scrum methodology

 Quality Assurance

 Training

 Budget forecasting and financial management

 Project management

Affiliations

2001-2003

Batch President

CIT Class 2003

Board Member

Institute of Electronics and Communications Engineers of the Philippines

CIT-Student Chapter

2002-2003

Speaker Pro-Tempore

CIT-Supreme Student Government

Committee Head, Academic Programs

Institute of Electronics and Communications Engineers of the Philippines

CIT-Student Chapter

2001-2003

Member, Debating Team

CIT-College of Engineering and Architecture

Member, Committee on Appointments

CIT-Supreme Student Government

Personal Information

Age: 34

Sex: Male

Date of Birth: June 20, 1981

Place of Birth: Cebu City

Citizenship: Filipino

Religion: Roman Catholic

Marital Status: Married

References

Cherry Durano

Site Director/General Manager

United Health Group

Mobile #: 091********

Kevin Luke Cayanong

Workforce Management Director

Sykes Enterprises,Inc.

F. Cabahug St., Mabolo, Cebu City

Mobile #: 091********

Contact this candidate