Customer Service Project

GEOFFREY MANABAT DAYRIT MBA, PMP

*** ***** ******* **. ********* 611 Alexandria, Virginia 22304

Mobile: 703-***-****

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

Objective: Desiring a business analyst position with Company that will utilize my master’s degree and project management expertise in high value projects that focus in meeting the company goals. An opportunity to effectively use my project management training knowledge and continuously hone it through exposures on high value projects.

Most Relevant Achievements

Led the team as Project Manager in the transition of New Integrated Client Software from the old one for the Manila Sites, which also involved dealing with 3rd party vendors and other project managers from different countries and stakeholders.

Involved in the successful Production implementation of New Integrated Client Software as Business Analyst liaising among key stakeholders, business user, development teams.

Achieved reduction on service AHT (Average Handling Time) through utilization of Six Sigma Framework.

Spearheaded the implementation of a software that efficiently measures First Call Resolution to Congressional Federal Credit Union

Achieved and sustained for 4 consecutive years HSBC Direct Manila Process Team an audit rating of Low Risk.

Relevant Work Experience

5 years experience as a Business Analyst/Project Manager (2009-2014)

HSBC Bank (Manila Site)

Tools/Systems/Applications used:

CRM

Rational Team Concert (RTC)

Business Intelligence – Crystal Reports

ITIL Framework

Remedy ITSM

Oracle CC&B

Access DB

Compliance/Operational Risks

MS Office Suite – Word, Powerpoint, Excel, Visio, Project, Access

Roles and Responsibilities:

Involve in communication and execution of projects and initiatives within the Contact Center which includes analyze, define, create and gather requirements from key business stakeholders

Involve in organizing and developing business cases projects that aims towards profitability and cost saves

Define/initiate projects and assign Project Leads to manage cost, schedule, and performance of component projects

Perform Gap analysis by identifying existing technologies, documenting the enhancements to meet the client/end use requirements

Work with project key stakeholders and SMEs to identify, enhance and monitor key business operations to support efficiency/delivery (Service Level Agreements) and stability of systems

Involve in requirement gathering and working with IT teams to translate the business requirements into functional requirements which will be used for technical designs and deliver system enhancements

Create BRD (Business Requirement Document) and maintained Requirement Traceability Matrix (RTM) and managed requirements.

Coordinate requirements walk-through and sign-offs, verifying with user representatives/stakeholders that use cases and process models are captured for specific business needs

Create Use Case Diagrams, Story maps and Data Flow Diagrams to provide the technical team with a better view of the requirements

Create “as-is and to-be” diagrams for business users/technical teams to understand and illustrate current business process flow and the enhancements that will be implemented (future system/application) based on business requirements

Involve in creating user acceptance (UAT) test scripts/test cases/test scenarios based on business requirements

Assist in user acceptance and integration testing and serves as a liaison between the end user and development team

Perform user acceptance test scripts (UAT) to validate new/fixed functionalities based on business requirements

Involve in reviewing documentation of developed solutions and authoring of basic instructions guides, and help files to assist in end user training and support

Track project timeline including team schedule, key activities, defects and milestones which are being reported through regular meetings witk key stakeholders

Prepare reports and status updates for project lifecycle to key stakeholders and Senior Management (e.g. status updates, flow charts, performance reports, etc.)

Present periodic Dashboard reports on the current project, future opportunities, and client issues

Involve in training end users for new functionalities and systems upgrade

Perform data mining for metrics/SLA, trends and KPI formulation using Crystal Reports.

Involve in conducting operational readiness of the system prior to project Go-Live

Conduct and liaise with the department heads of other team processes in conducting cross references on process change/improvements

Coordinate with different teams (functional and development) to ensure that project is tracking as scheduled

Involved in implementing Six Sigma practices to improve processes and standards to help in minimizing or eliminating defects

Ensures all operational risk tools are up-to-date and risks are captured and documented in the system using Risk Management Framework of the Contact Center

Ensure that Operational Risk is minimized through constant review of existing process, systems and adherence to recommended internal controls for audit compliance

Involve in change management process and attends and participates as member of Change Advisory Board (CAB) for Production deployment

Develop action plans and initiatives to remediate risks for project lifecycle

Conduct lessons learned sessions and collaboration among different teams involved in the project (SDLC) lifecycle

2 years experience as a Member Services Supervisor (2015-2017)

Congressional Federal Credit Union (Oakton & Winchester Site)

Tools/Systems/Applications used:

Call Center CRM

Business Intelligence – Crystal Reports

Access DB

Compliance/Operational Risks

MS Office Suite – Word, Powerpoint, Excel, Visio, Project, Access

Roles and Responsibilities:

Ensure effective communication and execution of projects and initiatives within the Contact Centre

Involve in organizing and developing business cases projects that aims towards profitability and cost saves

Involve in requirement gathering and working with IT teams to translate the business requirements into technical designs and deliver system enhancements for Contact Center specific developments

Involve in creating user acceptance test scripts related to audit controls for the banking applications used by the company

Involved in implementing Six Sigma practices to improve processes and standards to help in minimizing or eliminating defects

Ensures all operational risk tools are up-to-date and risks are captured and documented in the system.

Supervise day to day performance and activity for the Member Services Team

Provide coaching and feedback in driving performance to member services representatives

Responsible in taking escalated calls and assisting members with complex issues

Conduct process analysis and recommend process improvements

Create schedule for Member Service Representatives and analyze trends to ensure coverage

Recommend staffing needs and assists in conducting hiring of new MSRs

Ensures staff are up to date with new process procedures

Complete required monthly Quality Call Reviews

Ensure all required online learning are completed by the team

1 year experience as a Customer Experience Assistant Manager (2008-2009)

HSBC Data Processing Phils. Inc. (Manila Site)

Tools/Systems/Applications used:

CRM

Access DB

MS Office Suite – Word, Powerpoint, Excel, Visio, Project, Access

Compliance/Operational Risks

Roles and Responsibilities:

Provides Customer Satisfaction reviews of one or more operations team within HDPP.

Produces management information and recommends solutions and support operations to improve effectiveness, quality, timelines and over-all Customer Satisfaction to achieve business goals and objectives

Liaise with Department Managers and Leads on reports and status updates for Upper Management dissemination.

Monitors calls against Customer Satisfaction (CSAT) imperatives and customer experience criteria as set forth in the call monitoring forms

Ensures call monitors are complete with accurate assessment and comprehensive analysis of calls monitored.

Provides feedback and coaching to Customer Service Representatives as the need arises

Facilitates call listening session and other related activities that drive overall customer satisfaction

Supports existing projects and initiatives for CSAT that covers other metric-specific activities

Acts as point of reference for the Assistant Managers for Operations (AMO) on CSAT Updates, calibration and procedural implementation.

Monitors customer satisfaction levels and prepares/implements action plans to improve satisfaction levels

Proactively identifies problem situations and resolves to give maximum customer satisfaction.

Initiates and conducts trend analysis to identify varied operational issues to address areas for improvement to meet excellent customer service.

Provides immediate feedback to the Management through reports and data analysis

Provides support and recommendations, enhancement and changes to current policies and procedures to ensure effectiveness within the department.

Performs other projects or special assignments as required.

Ensures that emails from customers are responded in a timely manner in accordance to agreed Contact Center Service Level Agreements (SLAs)

Ensures staff are up to date with new procedures and policies as directed by Company and Regulating Bodies (e.g. Treasury Department, Federal Reserve, Justice Department, National Credit Union Association)

Ensures that call routing (e.g. Automatic Call Distribution) distribution are properly set up in the Contact Center (includes conducting regular tests for validation) in order for representatives to properly manage customer calls

Gathers data related to Contact Center and conduct trend analysis using Call Center Applications such as Cisco Supervisor Reports and ADP

Assists in the implementation of the Group compliance policy locally by containing compliance risk in liaison with the Global Compliance Officer or Local Compliance Officer ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators; maintains HSBS internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators; awareness of Operational Risk associated with the role in compliance to Sarbanes-Oxley Requirements (SOX) for Group Service Centers (GSCs)

1 year experience as a Operations Associate (2007-2008)

HSBC Data Processing Phils. Inc. (Manila Site)

Roles and Responsibilities:

Skilled in all three (3) queues.

Provided extraordinary service through phone interactions with UK-based banking customers, focusing on resolving their credit card queries efficiently and effectively.

Recognized as Most Outstanding CSR of the Month (based on Sales and Quality) – June 2007

2 years experience as a Collections Associate (e-Rep) (2002-2004)

STC Solutions People Support Philippines – Makati City

Roles and Responsibilities:

Assisted US-based banking customers in putting their accounts in order by providing alternative payment solutions.

Achievements and Contributions:

MBA Strategic Management Thesis was implemented by the Company Subject which targets increase in revenues through market penetration and product development.

Led the transition of New Integrated Client Software from the old one for the Manila Sites, which also involved dealing with 3rd party vendors and business partners

Achieved reduction on service AHT (Average Handling Time) through utilization of Six Sigma Framework.

Introduced and implemented Standardized Coaching for Congressional Credit Union in addressing monthly performance of MSRs.

Started inter-department assistance PROCESS on Member Services during high call volume days

Introduced and developed a tool on how to measure First Call Resolution to Congressional Federal Credit Union using CoA Software.

Introduced Forecasting – Daily, Weekly, Monthly and Quarterly call volume for Congressional Federal Credit Union to anticipate workload

Created and implemented new attendance policy for the Congressional Federal Credit Union to improve on absenteeism and schedule adherence.

Primed HSBC Direct Manila Process Team for The Monitor Audit on Anti-Money Laundering and Sanctions

Achieved and sustained for 4 consecutive years HSBC Direct Manila Process Team an audit rating of Low Risk.

Created and executed controls in taking web based training that helped in increasing awareness and understanding.

Spearheaded all employee engagement activities for the HSBC Direct Manila Team Process for 4 years

Created a program to target improvement of Overall Employee Engagement Survey Score (increased score from an average of 70% to 92% after program was implemented)

Achieved and maintained operational losses within targets

Instrumental in making Manila as the highest CSAT on Lost and Stolen Queues in 2008

CSR of the month for 4 consecutive months in 2006

Best in Sales CSR Award in 2007

Skills:

Project Management – able to communicate well with various sets of individuals to understand their business needs and translate it into meaningful requirements and inputs. This also includes reporting the progress of the task to key stakeholders through several metrics and KPIs as well as coordinating and managing teams to deliver the expected output in a timely manner.

Experience in Process Improvement – able to analyze and facilitate process improvement projects within operations due to ample exposure in six sigma processes. Keen eye on opportunities for cost saves within operations and processes stream line.

Task Management – able to manage multiple tasks/projects by prioritizing activities based on criticality and complexity and ensuring that timelines are met and milestones are achieved.

Keen eye in spotting Risks – Conducting Audits and reviewing controls in place for processes has gained me the knowledge in identifying, managing and mitigating operational risks.

Knowledgeable in remediating risks – As a point person on Risks for HSBC Direct Team in Manila identifying risk is not only my key role but also creating and implementing controls to remediate risks is also a key factor of my role.

Can work under extreme pressure – conducting audits and is not a popular job amongst employees it is actually most of the time people hate the nature of you job. The role requires you to be able to tolerate extreme pressures and a firm integrity in making decisions.

Critical Thinker – A major role of my job is to be problem solver. Digging into the numbers and understanding the risks is more than meets the eyes. Finding root cause of the risks and understanding its historical behavior requires a lot of critical thinking and analysis. Expert negotiator and tactician – recommending controls and making necessary change requests requires a good negotiator and tactician to get the buy in of the management. It requires to sell your idea which most of the time the work force to be able to close a project or a process improvement.

Tools/System Proficiency:

Advance proficiency in MS Office specifically Excel (pivots, V lookups, filters and formulas), Word, Visio and Powerpoint. In addition, I have a background and training in utilizing MS Project and working knowledge in MS Access as well as Rational Team Concert Suite (RTC). I have a strong background in CRM Applications used in Customer Service, Finance, Banking and Sales. I have a functional knowledge in Mainframe/Legacy Systems related to credit card (including billing, customer information, statements, payments) as well as Oracle CC&B (e.g. billing, customer information, statements, rates and payments).

Training and Seminars Attended:

Project Management Professional Certification – Technical Institute of America

Yellow Belt Six Sigma Training – HSBC

Lean Six Sigma Training - HSBC

Facilitation Skills – HBSC Electronic Data Processing Philippines

Managing Performance – HSBC Electronic Data Processing Philippines

Behavioral Coaching – HSBC Electronic Data Processing Philippines

Active Listening – PeopleSupport University

Best Practices Basic Communication - PeopleSupport University

Educational Attainment

Post Graduate Studies

October 2012 Ateneo de Manila Professional Schools – Makati City, Philippines

Masters in Business Administration

Undergraduate Studies

March 2007 AMA Computer University – Quezon City, Philippines BS Computer Studies

Reference *Available upon request

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