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Customer Service Manager

Cainta, CALABARZON, Philippines
April 17, 2018

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Professional Summary




* ******* ****** ****** ****** Street, Kingsville Executive Village, Barangay Mayamot, Antipolo1870 (H) +63.918-***-**** Goal-oriented Leader, dedicated to high levels of customer satisfaction and meeting aggressive business goals. Organized and motivated with specialized knowledge in Service Delivery, Migrations, Operations, Quality, HR services, Process Improvement and Ethical Sales.

Service Delivery Migration - Transitions - Projects Operations Six Sigma / LEAN

Customer Service / Back Office Administration and Management Disaster Recovery / BCP Planning Critical Thinking Sales and Marketing Negotiation

Ethical Sales

ConsultantPresent 03/2017 to

Filinvest Development Corporation Utilities Inc. – Makati, NCR Consultant on Process Mapping

Consultant on Process Improvement

Consultant on Risk Management

Initiated improvements on Safety, Quality, Strat Planning In-country Manager /Account Delivery Lead 10/2010 to 12/2016 CSC Information Technology Inc. – Makati, NCR

Chevron account

Manulife account

Full circle roles – In country Manager, Transition, Transformation, Operations, Finance(Invoicing), Client Facing, Service Delivery, Recruitment (staffing/ramp-ups)

/ HR, Contracts

Philippine In-country Manager for Chevron & Manulife. Responsible for managing the transition lifecycle & Operations of the account/process, including the monthly/yearly invoicing/discounts via Ariba process. Analyzed needs and develop customer satisfaction improvements to address customer needs for support, high quality and efficiency to provide quick turnaround and maintain performance.

Developed a resource plan, which contains buy-in from multiple groups to align appropriate/qualified talent to support program activities to successfully complete the project.

Evaluated, developed and led business growth opportunities such as up-sales, increase in scope, technological advancements, etc. Coached and mentored technical and project team members on effective project management practices and techniques. Performed program completion assessment including customer feedback, lessons learned and financial/performance review.

Assistant Vice President for Transitions 11/2007 to 10/2010 Genpact Services LLC – Alabang, Northgate Cyberzone, Muntinlupa Wachovia Bank

Wells Fargo

Transitioned Wachovia Bank GBG & Collections accounts from Jacksonville, Florida to Alabang.

Transitioned Wells Fargo Bank Global Remittance account from Concord, California to Alabang.

Philippine Transitions Lead for the Wachovia-Wells Fargo Lines of Business Six Sigma Black Belt trained (Hyderabad, India) and tested LEAN trained (Hyderabad, India)

Genpact Business Development & Corporate Responsible for supporting the corporate transition/solutions team in developing RFPs & RFIs of different

(Collections, Customer Service, etc.) accounts.

Transition Manager 02/2007 to 10/2007

IBM Business Services – Eastwood City, Quezon City, NCR CVS Pharmacy account

American Airlines account

Assisted in the transition of CVS Pharmacy Employee Annual Enrollment Transitioned American Airlines Contact Center account from Arlington, Texas to IBM MDC.

Program Transition Manager Level II / Quality Manager 02/2006 to 02/2007 ePLDT Ventus – Makati, NCR

Sony Electronics

Transitioned Sony Electronics personal audio and digit imaging customer service accounts from Fort Myers, Florida to PLDT Garnet office. Quality Manager 02/2005 to 02/2006

Vocativ Systems, Inc. under ePLDT Ventus – Makati, NCR Oversaw and assured quality performance through monitoring customer calls, then giving concise, and accurate feedback and coaching to Quality Assurance Coordinators, CSR's, Trainers and Operations/Team Managers. Provided monthly/quarterly/annual performance evaluation information on QA Coordinators to the Director of Quality Assurance. Oversaw the monitoring and verification of CSRs/Trainees on a weekly basis. Performed employee development and administrative management of a team of Quality Assurance Coordinators.

Quality & Line Head 02/2004 to 10/2004

International Microcell Communications – Los Angeles, CA Engaged in day-to-day management and monitoring of assembly line crews in the production of cellular phones (Motorolla, Samsung, Nokia, LG) for Verizons, and Asurion (wholesaler) communication companies.

Achieved qualitative and quantitative objectives in terms of cell phone production numbers by closely monitoring and working collectively with Line crew staff, Technicians, Programming, Inventory, Quality-control staffs, Warehouse Dept., and Sales Dept.


District Manager 01/2002 to 01/2004

Laboratoires Fournier – Makati, NCR

Developed and implemented Division business strategies, coordinated with all company sectors as appropriate to meet marketing objectives. Provided training, coaching and follow up to develop and motivate Medical Sales Reps in achieving established goals and objectives such as monthly, quarterly, semestral or year-end quotas.

Established and meet specific quantitative and qualitative objectives for the Division, in achieving sales quotas, operated responsibilities and healthcare professional recommendations.

Maintained necessary systems to monitor progress in meeting established objectives and normal administrative operating responsibility. PMR 11/1989 to 01/2002

GlaxoSmithKline – Makati, NCR

Promoted pharmaceutical products in a prescribed manner to physicians, pharmacies, and other members of the healthcare industry. Developed local business plan to increase market share by outlining tactics, activities and resources.

Demonstrated thorough knowledge of pharmaceutical products, competitor products and product objectives.

Utilized customer-focused selling techniques, continually assessing the knowledge of the customer and strategy to maintain high customer intimacy and customer knowledge of pharmaceutical products. Maintained current, approved protocol and promotional materials to be included in sales presentation. Actively seek and displayed knowledge of key customers in territory. Developed and delivered informative sales presentations based on customer needs. Developed creative sales strategies to reach ‘hard-to-see' doctors/ ‘hard-to-work' accounts.

Worked collectively in arranging speakers, displays and special programs. Positively impacted sales in territory.

Bachelor of Science: Medical Technology Mar 1989

University of Santo Tomas - Manila, NCR

Additional Information



Ateneo School of Business - NCR

Seminars/Trainings attended:

Big Data Analytics & Data Management Training by DMAIPH June 2017 Commercial Leadership Program (I-Coach / IMPARTA) July 13-15, 2009 LEAN Training – March 23, 2009

Six Sigma Black Belt Training – Genpact March 12-20, 2009 Transition Playbook version 4 seminar – Genpact 2008 Transition Toolkit Training – Genpact Dec 3, 2007

Transition Management workshop – IBM July 12, 2007; Six Sigma IBM online course, June 2, 2007

Customer Service Workshop IBM 2007

Covey 4 Roles of Leadership – Covey, April 28, 2005 7 Habits of Highly Effective People

Personal Growth & Career Development Jan 25, 1991

Valentin S. Nepomuceno, VP, Filinvest Development Corp. Utilities, Inc. (FDCUI) valentin.nepomuceno@



Carl Miller

Service Delivery Director, DXC (CSC) USA


Kirk Bare

EVP Global Sales at Diversified Technology Solutions International (DTSI) a NTT Communications Company


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