Project Manager Customer Service

Manuel Villaflores

Mobile Number: +639*********

Email: ****************@*****.***

Skype: surfermao

Address: **** *. ****** ******, ******, Cebu City, Philippines, 6000

Objective: To obtain a position in which decision making is important; where I can

effectively utilize my expertise in project management, customer service, delivery,

technology, human relations, and contribute on the process improvement of the company

while increasing profitability of the organization and meeting/exceeding the

internal/external customer expectations.

Interest:My skills also include market research, performance analysis, facilitating

discussions, project/account management, presenting and negotiating. In my spare time, I

enjoy reading books, surfing the net, swimming, traveling and meeting new people. I am a

very outgoing and proactive person who is willing to learn and do anything. My interests

encompass project management, client- relations, marketing, customer service and public

relations. Moreover, I am a leader who has the capacity and the ability to accomplish the

task at hand efficiently and effectively.

Strengths: Software Engineering, Project Management, Quality Process Definition,

Management and Improvement Customer Service

Skills: People Management, SOW Writing, Client Management, ERP: Microsoft

Business Solutions (GP), SAP PP 4.5 and 6.0 implementation, Joomla, Basic ABAP

Programming, C++, Assembly Language, Embedded FW and SW.

Spoken Language: English (fluent) and Filipino (native)Work Experience

Lexmark Research and DevelopmentAugust 2008presentOEM FW & SW Project Manager

Work closely with the Projects Managers (Hardware, Firmware, Software and Marketing) and

Lexmark s client to ensure the project delivery is on schedule and issues are handled

properly. Represent Lexmark in conference call, offsite and onsite meetings (pre & post

sales support and meetings). Build a strong communication and relationships with the

external stakeholders. Designs high-level schedule, process, document procedures and

product specification aligned with OEM Alliance agreement with Lexmark OEM Clients.

Successfully released 6 mono-printers for 2009 and first quarter 2010. Collaborate with

the overall program manager for the color-printer programs proposal for 2010, 2011 and

2012.

Hewlett Packard Asia PacificJanuary 2007August 2008Technology Consultant

Serve s as the SAP PP module and contract operation project lead consultant/project

manager. Assigned as POC (Point of Contact) for escalation between service management,

project management team, third party vendor and clientele. Act as the project manager and

technical lead for HP team of consultants. Design the road map for the SAP PP, Planning,

Purchasing, ABAP row and coordinate with the client. Initiate the planning and SOW. Check

whether the team is within the timeline, SLA and SOW. Lead weekly status update call and

coordinate the progress report to the clientele. Lead the HP team and assist the KU during

the GO-LIVE to the hand-over to the support team.

Projects:

EMEA (Europe, Middle East and Africa) mySAP 6.0 upgrade

January 2007- January 2008Dorek ECOA POLAND

(Electronic Certification of Analysis) system for EMEA (Europe Middle East & Africa

)

December 2007July 2008

Third Party Logistics Implementation,

Dammam, Saudi Arabia (Manufacturing

)

August 2007July 2008Third Party Logistics Moscow

(Manufacturing)

MarchJuly 2008SYKES Asia Inc

.

October 2003January 2007Team Manager

Description:

Directs team efforts through management of personnel, resources and systems to provide

industry-leading technical support and consulting services by Techno-Functional

Consultants specialized on the Microsoft Business Solutions Partners in the EMEA region

and Asia Pacific Region. Maintains relationships with clients (Microsoft Business

Solutions) and partners (Sellers, Implementers and Premiere Customers) that prioritize

high overall customer satisfaction for products and services specifically related to

Microsoft Dynamics GP, the flagship product of Microsoft Corporation on ERP applications.

Designs and implements team and individual action plans, initiatives, projects, trainings

and development plans to meet and exceed Service Level Agreements with Clients such as

Product Knowledge Certification, Guaranteed Response Time, and Days to Solution, Minutes

per Incident, Transaction Monitoring on Handling, Accuracy and Quality of Service.

Performs Technical Support Engineer functions (support incident acceptance through

resolution via research, function testing and providing recommendations) for the

Financials, Supply Chain Management and Technology domain on instances of resource

unavailability. Creates Microsoft Knowledge Base technical content to provide guidance to

partners and customers. Acts as primary resource on business processes and quality; also

functions as the initial point of escalation for critical situations and also completes

other managerial

responsibilities such as recruitment, scheduling and budgeting.

Other Work Experience:

365PH project

Product Development Manager ( http :// www .365 philippines . com / )

January 2011- present

United Business Media (UBM)

Forum moderator( www . ebnonline . com )

October 2010 - present

Sourceitout Project Manager ( http :// www . sourceitout . com / home )

December 2009- August 2010Part-time Faculty Member, Computer Engineering DepartmentUniversity of San Carlos Technological Center

June 2005-June 2006

Education

1999-2004

University of San Carlos, Cebu City, Philippines

Bachelor of Science in Computer in Engineering

1995- 1998

Roosevelt College, Marikina City, Philippines

High school

19881994Missionary Sacred Heart School Marikina City, Philippines

Elementary/Primary School

Reference - Available Upon Req

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