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Customer Service Manager, Service Delivery Lead, Migrations/Tr Manager

National Capital Region, Philippines
May 07, 2019

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Professional Summary




* ******* ****** ****** ****** Street, Kingsville Executive Village, Barangay Mayamot, Antipolo, Calabarzon 1870 (H) +639*********

Dynamic thinker, purpose-driven leader, motivated, highly organized, dedicated to high levels of customer satisfaction, exceeding business goals.

Role models servant based leadership, an exceptional communicator negotiator, with experience in Service Delivery, Transition, Operations, HR Services, Quality, Process Improvement, Promotion Marketing and Ethical Sales.

Account Service Delivery Migration Transitions Six Sigma LEAN Operations

HR Services Recruitment Invoicing ARIBA

Ethical Sales Promo Marketing Critical Thinking Negotiations Customer Service Director 10/2018 to Current


Leader for deployment of customer service and support staff in the Philippines for PlatinumDex Consultant 11/2018 to 03/2019

Duty Free Philippines Corporation – Paranaque City, NCR Advisor on Strategic Planning and Mapping I short, mid & long term goals Advisor on the administration of HR processes, procedures, right sizing, reorganization direction after thorough review, consultation, RCA due diligence

Analyzed current HR programs and recommend solutions Consultant 03/2017 to 10/2018

Filinvest Development Corporation Utilities Inc. – Makati, NCR Consultant on Process Mapping, Improvement & Risk Management In-country Account Delivery Lead Country Manager (Interim) 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 Account lead for Chevron. 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.

Interim Philippine In-country Manager for Manulife transition. 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 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.


Additional Information

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


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

6 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 2007Covey 4 Roles of Leadership – Covey, April 28, 2005 7 Habits of Highly Effective People Personal Growth & Career Development Jan 25, 1991

Organizations Clubs:

• Current (2019) President of the German Shepherd Dog Club of Metro Manila

• Current (2018 - 2019) Board Director of GSD Federation of the Philippines Alexander Rogan, PlatinumDex CEO, +336********,


Neal Ysart, PlatinumDex Advisor I Financial Compliance Director,


Carl Miller, Global Cloud Operations Lead, DXC (CSC) USA, +1-303-***-**** Rick Wilcox, SVP, North America Sales at SunGard Availability Services, Valentin S. Nepomuceno, VP, Filinvest Dev. Corp. Utilities, Inc. (FDCUI),


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