Service Desk Team Lead / Continous Improvement
Resume:
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Phone: +63-927-***-**** **********@*****.***
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FIDEL QUINTOS JAVAR JR.
work experienced
January 2015 - Present ATOS Information Technology Inc.
Team Leader (Boehringer Ingelheim)
Provides motivation and inspiration to the team to surpass
their potential.
Provides improvement to the team and facilitating the
communication among the members of team
Exceeding and meeting departmental objectives, including
conversion targets, and lead generation
Creating sense of ownership within the employees and
resolving employee issues, if any
Looking constantly for development as well as continuous
improvement for the entire team
Responsible for SIP's (Service Improvements) planning and
implementation
Monitoring, organizing, and coaching team on a day-to-day
basis
Communicating the company's purpose, core values, vision
to the front employees
Ensuring that the employees follow their schedules
properly as designed
Handling escalated calls, complaints, questions, and
queries as necessary
Facilitating cross-functional communication within
employees for improved working condition
Creating a conducive work environment for all the call
center's employees
Carrying out team meetings and actively participating in
the monthly and weekly meetings
Documenting general reports on each team member's
performance and targets as well as ensuring that they
exceed the targets
April 2014 - December 2014 ATOS Information Technology
Inc.
Team Leader (Citizens Financial Group)
Handled 2 teams consisting of 33 level 1 service desk
analysts and 12 level 2 analysts
Responsible for CFG's SLA compliance for 6 months
Effectively handled escalations, interaction with AMO team
as well as coaching and feedback for team's individual
performance
January 2014 - April 2014 ATOS (Formerly Siemens
Inc) Libis, QC
Continuous Improvement Coordinator
Current Project: BASF NA / XL GS
Did continuous improvement initiatives to drive SD's
motivation. Promoting well-being at work and driving
performance. Performing root cause analysis on areas that
needs improvement, collecting irritant factors on the
operation area to identify issues and be able to help
management team to formulate effective action plans.
September 2012 - December 2013 ATOS (Formerly
Siemens Inc) Libis, QC
ATOS Lean Consultant (Internal projects)
Completed Lean Projects:
MYDINE01 E2E Wave - July 2013 to December 2013 (Kuala
Lumpur, Malaysia) conducted process improvement for Atos
Malaysia. Handles stakeholder alignment and involvement of
Country Heads, Tower Heads for end to end process
transformation. Accountable for the impact and saving that
will be discovered during the rollout. Handles the project
planning, project charter and implementation of
improvements.
MSUPS101/02 - May 2013 to July 2013(Quezon City,
Philippines)
Performed sustainability initiatives to monitor all action
plans rolled out by previous Lean waves conducted in our
local site.
PH NAM UPS Wave - April to May 2013 (Quezon City,
Philippines)
Assisted Up streaming Service Desk Accounts from US to
Philippines.
CN TR Wave WSDS - January to April 2013 (Chengdu, China)
Handled Service Desk Coca-Cola and Towers Watson.
ITSIS101 - November to January 2013 (Catanzaro, Italy)
Handled AO Service Desk and IPCC Reporting.
WSDS TR Wave - BRSIS103 - October to December 2012 (Sao
Paulo, Brazil)
Handled V&M Service Desk Central and South America.
Lean Philosophy and Culture:
Provided 1 to 3 months of onsite assistance conducting
multiple diagnostic analysis, workshop, planning of
improvement and implementation to achieve the ff:
Increase efficiency through eliminating waste
Increase Employee Engagement
Increase Customer Satisfaction
Increase Service Level performance
Radically reduce handling/cycle times
Reduce cost per transaction
Ultimately increase the profitability of operation
November 2011 - September 2012 ATOS (Formerly
Siemens Inc) Libis, QC
Team Leader (Coca-Cola Refreshments)
Provides motivation and inspiration to the team to surpass
their potential.
Provides improvement to the team and facilitating the
communication among the members of team
Exceeding and meeting departmental objectives, including
conversion targets, and lead generation
Creating sense of ownership within the employees and
resolving employee issues, if any
Looking constantly for development as well as continuous
improvement for the entire team
Monitoring, organizing, and coaching team on a day-to-day
basis
Communicating the company's purpose, core values, vision
to the front employees
Ensuring that the employees follow their schedules
properly as designed
Striving for new ways continually, to increase the
opportunities of sales
Handling escalated calls, complaints, questions, and
queries as necessary
Facilitating cross-functional communication within
employees for improved working condition
Creating a conducive work environment for all the call
center's employees
Carrying out team meetings and actively participating in
the monthly and weekly meetings
Documenting general reports on each team member's
performance and targets as well as ensuring that they
exceed the targets
July 2011 - November 2011 ATOS (Formerly Siemens Inc)
Libis, QC
Service Desk - Level 2 (Subject Matter Expert - Caesar's
Entertainment)
Provided technical support for Caesar's Entertainment
employees (voice)
Provided floor walk support for SD agent's issues and
concerns
Handled escalations and second level support
Handled web tickets submitted via online portal and
unresolved issues from Level 1
Conducted root cause analysis from escalated issues by the
client and provided resolution and action plans
April 2011 - July 2011 ATOS (Formerly Siemens Inc)
Libis, QC
Service Desk - Level 2 (Caesar's Entertainment)
Provided technical support for Caesar's Entertainment
employees (voice)
Acceptance and documentation of incidents and requests
Handles problem resolution from level 1 which may require
follow-up or escalation to client IT desk side
March 2010 - April 2011 ATOS (Formerly Siemens Inc)
Libis, QC
Service Desk - Level 1 (Caesar's Entertainment)
Provided technical support for Caesar's Entertainment
employees (voice)
Accepted and documented customer inquiries and requests
Technical skills
Has knowledge and experience on the following:
Basic Programming (Visual Basic, SQL, HTML and Webpage
Design)
Windows XP and Office Environment (Word, Excel,
Powerpoint, Visio, MS Project, MS Outlook)
Hardware, Software, Networking, and VPN Troubleshooting.
Blackberry Enterprise Server Administration
Active Directory Administration
Used CRM tools for documentation such as Siebel, Service
Center, and Remedy.
Projects
Handled continuous improvement initiatives:
Conducted classroom training for (Caesar's Entertainment
Service Desk) wave 7 (Account specifics & tools)
Learning bay (Coca- Cola Service Desk) for outliers -
rolled out scoring matrix and development plans for low
performing agents
Monitored agent performance by a scorecard
Assisting in Managing Account SLA/KPI
Conducted Strategic Planning and Nested Huddles
Ensure deliverables are submitted on time
Seminars/Trainings attended
Team Leader Certification: October 2011 - January 2012
Six Sigma Yellow Belt Training: January 10 - 14, 2012
Lean Six Sigma Navigator Course: September 10 - 14, 2012
Project Management Course (McKinsey & Co.): September 2013
Education
COLLEGE
2004-2008 Technological Institute of the Philippines
Aurora Boulevard, Quezon City
B.S.I.T.
References
Anton Tejada Head of Operations
Atos IT Inc. PH
Michael Ledesma Operations Manager
Atos IT Inc. PH
Steven Jones Senior Lean Skipper
Atos IT Inc. US
Rico Enmas Head Quality and
Process Atos IT Inc. PH
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