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Manager Customer Service

Location:
Philippines
Posted:
June 09, 2019

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Resume:

AVON TOFFIE de VILLA AUSTRIA

PRIMARY ADDRESS: SECONDARY ADDRESS:

UNIT 2402 AVIDA TOWERS, TOWER 1 B11 L37, ST. LUKES ST., TIERRA VERDE SUBDIVISION BONIFACIO GLOBAL CITY, TAGUIG CITY, PHILS. BATANGAS CITY, 4200, PHILIPPINES CELLPHONE NUMBER: (63-917-***-****

ALTERNATE CONTACT NUMBER: (63-998-***-****

E-mail: ac9kh6@r.postjobfree.com, ac9kh6@r.postjobfree.com OBJECTIVES:

1.0 To develop, enhance and propagate engineering skills and techniques through continuous research, discoveries and value-added innovations.

2.0 To be able to apply unique engineered approach to ensure quality and productivity in any field of undertaking. 3.0 To be a safeguard to all areas of responsibilities and to the environment in the continuous campaign for economic growth and profitability.

PROFESSIONAL EXPERIENCE

DEXCOM PHILIPPINES, INC. (DPI)

HEAD OF PROGRAM MANAGEMENT

SEPTEMBER 2018 TO PRESENT

WORK DESCRIPTION SUMMARY

As a Program Management Head, the responsibilities include build and lead transformational efforts such as shared services migration, 3rd party outsourcing and process improvement within our Manila Shared Services function. As an integral part of the Business Transformation Organization, I am working in close collaboration with vendor management, process excellence and program management functions back in Headquarters to deliver scale and efficiency across the organization, while ensuring alignment and driving buy-in with functional leaders across the organization. I am responsible for identifying, prioritizing and implementing programs to improve productivity, quality, customer service and/or reducing costs and complexity for the Company’s operations.

1. Start-up experience om setting up a new company targeting more than 700 FTEs for 2019. 2. Successfully migrated 300 FTEs since October 2018. 3. Developed and implemented project methodology and implementation for all migrations. 4. Completed 3 critical process improvements for set-up. 5. Developed and implemented Engagement Model for opportunity identification and execution. 6. Developed policies and processes to support operational requirements. 7. Established scorecard and performance measures for operations. 8. Attended Leadership Summit in San Diego, US to drive company driven goals. AIG SHARED SERVICES – BPI (PHILIPPINES)

HEAD OF PROJECT MANAGEMENT & STRATEGY

APRIL 2008 TO SEPTEMBER 2018

WORK DESCRIPTION SUMMARY

(General Insurance and Life & Retirement) Responsibility includes the overall formation and leadership of cross-functional teams to successfully migrate new business from global locations to the Manila Shared-Service Center. I am working with multiple management levels to identify business opportunities, create project plans, develop risk mitigation strategies and business continuity plans, assist operations and support teams in the execution of function-specific duties, and manage all activities on the project plan leading to a successful customer engagement. Responsibilities include strategic planning, resource development and projects management involving quality, operational risk and DR/BC Planning. Significant responsibility includes managing the overall project pipeline that involves capacity planning, resource management and load distribution. This includes the following summary of project progression: 1. Currently managing 18 Projects Managers for Life and Non-Life Insurances. 2. Migrated total of 400 projects/processes (including other regions) with an average number of 10 FTEs per project. 3. Migrated total of 4 000++ FTEs for the past 10 years. 4. Managed a total of 300 strategic projects including automation, process analysis, business analysis and other corporate initiatives.

5. Achieved 10% year by year efficiency gains/savings since 2008 and managed a total of 10 micro-automation project execution since 2016.

ADVANCE CREATIVE TOTAL SOLUTIONS (ACTS) CORPORATION BUSINESS DEVELOPMENT MANAGER

OCTOBER 2004 TO MARCH 2008

WORK DESCRIPTION SUMMARY

Responsibilities include being the Overall Operations and Customer Relations activities. Also handles Quality Assurance Management in ensuring quality control for product and systems integration. I am also serving as the Quality Management Systems and Environmental Management Systems Management Representative that handles formulation, development and continuous improvement of the entire management system. Initiates product and business development, considerations include costing, process plan, manufacturability and customer specifications. Analyzes and evaluates financial statements and conditions in ensuring a balance cash flow and expenses. Heads cost reduction programs on plant wide implementation scheme thru product, process and systems management. Analyzes and plan for budgetary purposes for business operations and manufacturing requirements. Maintain and sustain customer and supplier relation processes. BETAFOAM CORPORATION

SYSTEMS MANAGER

MARCH 2002 TO OCTOBER 2004

WORK DESCRIPTION SUMMARY

The position serves as overall Operations and Customer Service Head for the entire plant. Also, I hold the position of being the Quality Assurance Manager in ensuring quality control for product and systems management. I was appointed as Quality Management Systems and Environmental Management Systems Management Representative that handles formulation, development and continuous improvement of the entire management system. Included in the responsibility is being the Engineering Manager in sustaining overall engineering and statistical application for machines and equipments for all operations.

AMERICAN POWER CONVERSION, PHIL. (APC)

PRODUCTIVITY FACILITATOR

MAY 1999 TO MARCH 2002

WORK DESCRIPTION SUMMARY

I do coordination of different productivity and quality programs with the different A.P.C. plants. Formulate Training Needs Analysis. Plan, organize, monitor, an conduct actual training on all productivity and quality programs to all A .P. C. workforce.(Product: Uninterrupted Power Supply, UPS). Other tasks include: Environmental Management System

(EMS/ISO14001) Auditor, Environmental Management System Implementation Head, ISO 14001 Plant Coordinator, Quality Management System (QMS/ISO9001) Auditor, APC magazine-Write-UPS Staff, Training Specialist. INTEGRATED MICROELECTRONICS, INC. (IMI)

ELECTRONIC ASSEMBLIES, INC. (EAI)

PRODUCTION SUPERVISOR

MAY 1997 TO MAY 1999

WORK DESCRIPTION SUMMARY

To meet the demand of customers on time and of highest quality and standards. To handle production elements such as manpower schedule, direct labor cost, yield and total productivity and quality assurance and improvement. (Product: CWA and HGA).

BATANGAS STATE UNIVERSITY

(formerly PABLO BORBON MEMORIAL INSTITUTE OF TECHNOLOGY) INSTRUCTOR I

MECHANICAL ENGINEERING DEPARTMENT

JULY 1996 TO OCTOBER 1996

WORK DESCRIPTION SUMMARY

To educate, evaluate and research materials, procedures, techniques and individuals for the purpose of institutional growth, social balance, educational innovations and developments for global competitiveness and quality life. EDUCATIONAL BACKGROUND

BATANGAS STATE UNIVERSITY

(formerly PABLO BORBON MEMORIAL INSTITUTE OF TECHNOLOGY) Batangas City, Philippines

BS MECHANICAL ENGINEERING

1991 TO 1996

I do hereby certify that all information above, are true and correct to the best of my knowledge and beliefs. References are available upon request.

AVON TOFFIE D. AUSTRIA

APPLICANT



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