Project Manager
Resume:
Ralph Israel G. Mendoza
D*** Bldg. CT* Citihomes Subd. 130 San Francisco St. Brgy. Plainview Mandaluyong City
**************@*****.***
To utilize my technical skills and knowledge by being part of your organization and maintaining its competitiveness and sustainable growth in the industry.
PROFESSIONAL EXPERIENCE
Project Manager
NICE InContact
April 2019-Present
Define project scope, goals and deliverable that support business goals in collaboration with senior management and stakeholders.
Create and manage project plans including scrum meetings according to Agile Development methodologies when applicable.
Create cost/benefit analyses in support of Business Unit projects, while providing methods for management to assess the financial impact of a decision to the bottom line.
Work with business units to define and document project scope, requirements, timelines, expectations
Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion. Liaise with project stakeholders on an ongoing basis.
Identify project priority conflicts and report any issues affecting overall project delivery.
Work as a key interface point for business stakeholders, project submitters, and the development team to identify, discuss, and resolve any issues related to functional system delivery.
Communicate project status to stake holders and executives.
Report potential conflicts with other units to management for evaluation.
Identify and manage project dependencies and critical path.
Plan, track and schedule project timelines and milestones using appropriate tools.
Develop and deliver progress reports, proposals, requirements documentation, and presentations.
Determine the frequency and content and deliver status reports from the project team, analyze results, and troubleshoot problem areas.
Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
Define project success criteria and disseminate them to involved parties throughout project life cycle.
Learn NICE inContact's products and teams to allow for easier understanding in the projects managed.
Communicate in an effective and professional way with customers in and outside of NICE inContact including executives.
Business Project Manager
GLOBE TELECOM under COLLABERA
August 2017-April 2019
Coordinate internal resources and third parties/vendors for the flawless execution of projects.
Ensure that all projects are delivered on-time, within scope and within budget.
Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.
Ensure resource availability and allocation.
Develop a detailed project plan to track progress.
Use appropriate verification techniques to manage changes in project scope, schedule and costs.
Measure project performance using appropriate systems, tools and techniques.
Report and escalate to management as needed.
Manage the relationship with the client and all stakeholders.
Perform risk management to minimize project risks.
Establish and maintain relationships with third parties/vendors.
Create and maintain comprehensive project documentation.
Team lead.
Delegate tasks and set deadlines.
Oversee day-to-day operation.
Monitor team performance and report on metrics.
Motivate team members.
Discover training needs and provide coaching.
Listen to team members’ feedback and resolve any issues or conflicts.
Recognize high performance and reward accomplishments.
Encourage creativity and risk-taking.
Area Manager
WEST CONTACTS SERVICES/ALORICA
January 2011- May 2017
Responsible for managing Client Support Specialists regarding daily attendance, reports, and work quality and performance.
Accountable for proactively coordinating and managing account reports to the client.
Provide complex aftermarket ordering and service support depending on the clients need.
Works directly with the client and various internal group to ensure development and growth of the account.
Proactively maintain an understanding of escalation processes established for each step of order lifecycle, ensuring it is followed when needed
Ensure that network services are accurately implemented into all necessary business, operational, and billing environments
Maintain a thorough understanding of complex advance features and pre-ordering processes for these features in order to provide seamless and efficient service to the client
Serve as local SME for projects under Private Line Connections and Address Validation.
Client Satisfaction- Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that company is providing.
Team Interface/Customer Service- Establish and maintain a professional relationship with internal/external customers, team members and department contacts.
Retrieve reports from previous day's lifecycle to verify accuracy and completeness of information by accessing multiple systems and researching and resolving all missing information.
Providing lifecycle reports by end of day, weekly and end of the month.
Complete management status calls at various milestones (touch points) throughout the client’s lifecycle to ensure that the business is completing within the required timeframe.
Participate in client meetings and conference calls in order to identify issues and make recommendations on how to eliminate future occurrences.
Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions.
Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management.
Create resolutions and regulations depending on the need of the LOB.
Network Provisioning
ACCENTURE
November 2010-December 2010
Order Specialist.
Process porting of telephone numbers.
Moving, adding, changing and disconnecting telephone numbers.
Customer Service Representative/Technical Support
TELEPERFORMANCE
June 2009-January 2010
Customer Care
Account activation and troubleshooting of connection downtime
Basic troubleshooting of cellular phones or network when unable to make/receive calls, unable to send/receive text messages and unable to connect to the internet.
TRAININGS
Six Sigma – Yellow Belt
EDUCATIONAL BACKGROUND
Polytechnic University of the Philippines
BS Electronics and Communications Engineering
2004 - 2009
Divine Word College of Calapan
Secondary
2000 – 2004
Divine Word College of Calapan
Primary
1994 - 2004
REFERENCES
Ramil Maniulit
Manager – Integrated Demand Management, CTO
Globe Telecoms 091*-***-****
Joey Core
Account Services – Operations Team Supervisor
Alorica 091*-***-****
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