Director for Operations

Marlon Anthony B. Abao

**************@*****.***

+63-917-***-**** / +63-916-***-****

Professional Profile

Having over 17 years of solid support experience with 6 years in a Senior Management role and 1 year in

Executive role, I’m very comfortable in the roles of a professional manager and a successful entrepreneur.

I always seek to understand the requirements of my clients, their business model and philosophy, how my

products and services fit into that and how I can help them with their profitability. I always believe that to

achieve a successful sale, both my clients and I will have to come up with a win-win scenario. So far, this

principle has led to very successful programs and projects.

In managing my business, the client is always king with an eye always reviewing the bottom-line. Effective

resource and performance management with constant reviews are the keys to keeping the business alive.

I have led my teams to reach not only their expected targets, but more often than not, to exceed them. I

believe in training, growth and motivation my people to achieve their peak performance. Employee

satisfaction and engagement with the program ensures that the consistent performance is maintained with a

smile

Employment History

Xerox Commercial Solutions, LLC April ’13 to Present

Operations Director (Retail, Travel and Insurance)

As the Operations Director, I am responsible for the executive level management and leadership for the

Strategic Business Units (SBU) under my umbrella. This involves overall ownership of the operational and

financial performance of my SBUs, management of the client relationship, as well as providing support for

bringing in new business opportunities.

I am very keen in exploring all opportunities for continuous process improvement. This directly translates

to performance improvement, client satisfaction, reduction of costs, and improvement on the bottom line.

As the business owner everything has to lead to improvement on the bottom line.

Xerox Business Solutions, LLC May ’10 to April ‘13

Service Delivery Manager (Human Resource Outsourcing and Solutions)

As the Service Delivery Manager for HRO&S, I ensure that the client’s outsourced applications and services

are performing smoothly in accordance to the client’s expectations. This involves working intimately with

client representatives, Xerox application teams and IT infrastructure teams to ensure that contractual

Service Level Agreements are met and if possible exceeded to ensure business continuity. This also involves

planning for future business opportunities and their requirements.

Sutherland Global Services Dec ’07 to May ‘10

Program Manager, Service Delivery (Technical Support - Voice)

I manage a 700+ FTE Technical Support voice program catering to one of the premiere TV, Internet, and

Phone service provider in the US. As the Program Manager, I’m responsible for the overall financial health

and performance of the program. This entails meeting and exceeding all client contractual obligations while

making sure that the business goals for the program are also kept on track.

As of July ’09, my team rallied our site to reach rank #4 out of 14 onshore and offshore sites, overtaking at

least 2 onshore sites from all outsourced vendors of the client. This made us the rank #1 site in the

Philippines.

Synnex-Concentrix Corp. (formerly Link2Support, Inc.) Jun ’07 to Dec ‘07

Acting Sr. Manager, BPO Services Division (Quezon City)

I manage all the non-voice programs of Synnex-Concentrix, this include the Web Development and

Graphics, Knowledge Management, and Product Lifecycle Management programs. My responsibility is to

guarantee that our BPO clients are satisfied with our deliverables in terms of service, quality and cost. My

goal is to make Synnex-Concentrix the preferred BPO partner and service provider by our current and

potential clients.

Synnex-Concentrix Corp. (formerly Link2Support, Inc.) Dec ’06 to May ‘07

Operations Manager, Call-Center Operations (Davao)

I manage 6 for the best Product Support Representative (PSR) teams for the LinkSys account. Under my

supervision my teams were able to achieve an average CSAT of 79% from the target of 70% for the 1st 6

months of operation.

One of my initiatives was to develop our Metrics Monitoring System for managers down to the agents for

them to have visibility on their own performance and to provide the managers and team captains the

necessary tools to help them manage their agents.

MarSyl Digital Information Systems Jan ’05 to Dec ‘06

Consultant / Project Manager

My company was engaged in Business Process Consultancy. We conduct Process Review and propose

Process Improvement initiatives for mostly industrial and pharmaceutical companies. We also develop web-

based applications for their automation requirements in line with their process improvement initiatives.

One of our major successes is the complete reporting system of an export oriented minerals and metals

processing company from the time raw materials arrive to the time it gets packed and shipped for export .

This includes the Logistics, Operations, Maintenance, HR, and the financial and accounting system.

Because of this the company transformed from using a paper-based system to an online one. There are now

plans to add Business-to-Business (B2B) to the mix.

Cyber Nexus Internet Café and Business Center May ’04 to Nov ‘06

Manager

I managed my own internet café business using the skills I learned as a manager and as an IT professional.

TrendMicro, Inc. Feb ’00 to Feb ‘04

www.trendmicro.com

European Technical Support Center (ETSC) Jan ’02 to Feb ‘04

Corporate Support Manager

I oversee the Level 3 escalation for technical support for the entire EMEA operations of TrendMicro and

report directly to the Director for European Operations in Munich, Germany. This involves coordination

and consultation of engineers and managers of our EMEA Business Units toge ther with the developers of

our products to resolve concerns raised by our corporate and enterprise clients.

I also oversee our regional sales engineers together with the regional support managers involving sales

pipelining, product positioning and getting resource with our product developers regarding product issues

and feature requests.

With the help of the regional sales and support managers for EMEA, ETSC kept its top spot as the most

profitable support center for TrendMicro with US/North American Support as the close second for 2 years.

Under my leadership, ETSC was able to establish and streamline its processes, establish process controls to

maintain and continually improve the quality of output. All these lead to exceptional performance required

to achieve compliance for the COPC 2000 Standard for a technical support center.

Product Support Services (PSS) Jan ’01 to Dec ‘01

Supervisor (Internet Gateway Group)

I manage 2 technical support teams handling the Internet Gateway Group of produc ts of TrendMicro and

report directly to the PSS Department Manager. This involves resolving corporate client concerns over

both email and phone support helplines. The Internet Gateway Group is involved with network

technologies like SMTP, HTTP, FTP, routing technologies, firewall technologies, and other internet

infrastructure related technologies in relation to TrendMicro products.

TrendLabs Technical University Jul ‘00 to Dec ‘00

Acting Supervisor/Technical Trainer and Dept. Coordinator for PSS

I oversee and supervise the technology training program that are provided for and required by the PSS

department. This involves doing Training Needs Analysis, materials procurement and preparation,

providing Training-The-Trainers certification program for our technical trainers, scheduling and all-around

resource management for the department. I report directly to the General Manager as acting Supervisor.

I also conduct training on various network technologies and services with emphasis primary emphasis o n

security and TrendMicro products.

US Technical Support Center (Orange County, California) Apr ’00 to Jun ‘00

Team Leader

I was deployed to our West-coast Business Unit to lead the newly formed technical support center

composed of Filipinos and locals. The challenge was to augment and develop a local and highly competent

technical and sales support group. This involves the screening and hiring process, conducting both soft -

and technical training, and coaching the group to achieve self-reliance. This was achieved when the

Filipinos pulled-out by Sep ’00.

Product Support Services Feb ’00 to Apr ‘00

Trainee

Since I was hired as a Team Leader, I underwent technical and management training for 3 month upon

hiring. Technical training is mandatory for all technical positions and the management training is mandatory

for all management positions.

ISO 9000:1994 and ISO 9001:2000 (www.iso.ch)

Lead Auditor – IQA / Department Coordinator (PSS)

TrendMicro was awarded the ISO 9000:1994 certification on Oct ’01 and ISO 9001:2000 certification on

Dec ’03. As Lead Auditor, I spearheaded the effort for the company to achieve compliance thru the

Internal Quality Assurance (IQA) Program during the certification efforts for both ISO 9000:1994 and ISO

9001:2000 versions. I led the continuous process improvement initiatives of the company thru the IQA

program.

As a department coordinator, I documented and helped streamline my department’s processes and acted as

consultant for other departments for the benefit of the entire Quality Management System (QMS).

COPC 2000 Standard (www.copc.com)

Designer – Real-time Queue Monitoring System

TrendMicro was awarded the COPC 2000 Standard Certification in Dec ’03, the first Contact Center to be

given the certification in the Philippines. The certification required a way of monitoring engineer

performance in real-time and to be able to generate useful statistical information as part of the standard. I

designed and participated in the implementation of the system running under LAMP

(Linux/Apache/MySQL/PHP) architecture.

Infodyne Inc. (Philippines Online) Sep ’96 to Jan ‘00

Network Operations Center (NOC)

Supervisor / Sr. Network Administrator

I oversee and manage the team of network admins that maintain and operate the NOC and make sure all

services we provide are up and running 24x7. I report directly to the Operations Manager.

Systems Development

Sr. Systems Designer / Project Manager

I designed and implemented client requirements using web technologies with SQL back -ends using PHP

and Perl. I managed a team of developers, graphic artists and web designers pioneering web development

techniques for outsourced projects.

I also managed the port of our existing windows-based accounting system to a more scalable web-based

system.

Trainings and Seminars

1st EMEA Technical University Conference May ‘03

Rome, Italy

Participant

APAC Enterprise Protection Service (EPS) Launch Nov ‘02

Singapore

Speaker: Introducing TrendMicro’s EPS to Partners and Distributors

EMEA Technical Managers Conference Mar ‘02

Munich, Germany

Speaker: ETSC Support Structure and Escalation Procedures

Bob Garon’s Upward Bound Program Nov ‘01

Batangas, Philippines

Participant

Stephen Covey’s 7 Habits of Highly Effective People Jun ‘01

Dusit Hotel, Makati, Philippines

Participant

Overseas Business Unit (OBU) – Technical Training Seminar Series Apr ‘01

Bangalore/Mumbai/New Delhi, India

Speaker: TrendMicro InterScan VirusWall Gateway Solutions

Overseas Business Unit (OBU) – Technical Training Seminar Series Dec ‘00

Bangalore/Mumbai/Chennai, India

Speaker: TrendMicro InterScan VirusWall Gateway Solutions

Level 2 Technical Training Seminar Series for Technical Account Managers Oct ‘00

Orange County, California, USA

Trainer: Level 2 InterScan VirusWall Gateway Solutions

Linux 2000 Philippines Jun ‘00

World Trade Center, Manila, Philippines

Speaker: Securing Linux for the Enterprise on the Gateway Level

Linux ’99 “The 1st Philippine Open Source Conference” Jun ‘99

Makati Shangri-la, Makati, Philippines

Speaker: Enterprise Messaging Solutions for Linux

Cisco ISP/IXP Workshop Apr ‘99

Dusit Hotel, Makati, Philippines

Participant

APRICOT ’99 (APAC Regional Internet Conference on Operational Technologies) Feb’99

Suntec City, Singapore

Philippine Delegate

Education

BS in Mathematics – University of the Philippines Mar ‘92

3 Years full DOST-SEI Science Scholar

High School – Cebu City National Science High School Mar ‘88

4 years full DOST Science Scholar

Graduated Best in Mathematics

National Finalist, The Philippine Mathematics Olympiad (’97)

Regional Champion, The Philippine Mathematics Olympiad (’86)

Regional Finalist, The National Science Fair Competition (’86)

Consistent Honor Student

Elementary School – University of San Carlo – School for Boys Mar ‘84

Graduated 1st Honorable Mention

Consistent Honor Student

Personal Information

29-B Lasalle St., Cubao

Quezon City

Philippines

Born Jan 1, 1971, married with 3 children

Character references are available upon request.

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