Customer Service Manager

Location:

Philippines

Posted:

April 19, 2015

Contact this candidate

Resume:

ENGR. AMELISSA MARICOR E. RAMOS

Block * Lot ** La Marea Gardens, La Marea Subdivision,

Barangay San Antonio, San Pedro, Laguna

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

+639*********

SUMMARY

Has an in depth understanding of the lean six sigma methodology and is a

certified six sigma black belt practitioner. Application of the learning is

in implementing operational productivity projects and process improvement

that resulted to cost savings in the Business Process Outsourcing and

Banking industries. Has a good track record on mentoring others on the lean

six sigma tools.

PROFESSIONAL EXPERIENCE

Citibank NA ROHQ Apr 2013 - Present

Citi, the leading global bank, has approximately 200 million customer

accounts and does business in more than 160 countries and jurisdictions.

Citi provides consumers, corporations, governments and institutions with a

broad range of financial products and services, including consumer banking

and credit, corporate and investment banking, securities brokerage,

transaction services, and wealth management.

Project Manager

. Took the lead in the effort of data gathering and gap analysis for 2

global projects, which was previously on hold for 3 years as no proper

business case was identified. This resulted to becoming the source of

best practices for the LATAM and EMEA regions.

. Spearheaded the closure of all pending Data Privacy Office (DPO)

concerns in order to attain DPO clearance for the Online Forms &

Imaging and Records Management System projects by coordinating with

the regional and global stakeholders. Also tirelessly ensured that a

resolution is identified and executed in a timely manner. The results

of which is a faster closure rate on the DPO clearance for all

involved countries.

. Spearheaded the streamlining of the rewards program for the HRSS team

which includes the employee of the month, my manager the rockstar,

praise & dazzle awards, other global rewards program. The My manager

the rockstar is a pilot program that is currently being looked for

implementation across CSS.

ANZ Global Services & Operations Manila, Inc. Sep 2011 - Apr

2013

ANZ (Australia & New Zealand) has over 175 years providing a range of

banking and financial products and services throughout Asia and the

Pacific, and in the Middle East, Europe, and America. ANZ GSO Manila Hub is

one of the off shoring hubs doing captive services.

Associate Business Improvement Manager

. Executed process improvement projects for the Human Resource

department of ANZ. Tasks involved are identifying current Human

Resource processed then transforming it to a streamlined and

globalized process that will make it easier to follow across the Asia

Pacific banks.

. Took the lead in two process improvement projects handled in the past

year: Human Resource Shared Service and Service Complaints Process.

For the Human Resource Shared Service Project, took the lead in

conducting the training for the streamlined process to the new hires,

assisted them in the transition of work load, and was responsible for

identifying the gaps for the Manila HRSS (Human Resource Shared

Service) processes. Also created forms and edited macros formula for

the manila Employee and Manager Self Service Forms as part of the gaps

identified for the Manila HRSS processes. For the Service Complaints

Process, identified control points for possible risks in the existing

process and documented the future processes. Was also responsible for

conducting the briefing sessions on the improved processes for the

involved parties.

. Conducts the Process Champion Program which provides trainees a six

sigma white belt training with the ANZ standards. The three month

program includes the responsibility for a one week theoretical

training and mentoring one or two of the trainees in executing a

projects based on the six sigma discipline.

GE Money Servicing Philippine, Inc. Apr 2007 -

Sep 2011

As part of the General Electric family - GE Money, also known as GE

Consumer

Finance, is the personal finance provider of choice for over 130 million

people worldwide. With a global presence across 55 countries, we have a

rich history of providing fast, dependable financial solutions to both

consumers as well as small to medium size businesses, retailers, auto

companies and mortgage brokers. GE Money Servicing Philippines provides

customer service and inbound sales for clients in the U.S. and Canada.

Policy and Process Control Manager Feb 2011 - Sep

2011

Ensure Controllership and Compliance on all operational policies and

procedure from all the different departments of the company.

. Conducted yearly process audits and identified process gap resolutions

in order to meet the yearly compliance audit from third party

financial auditors.

. Lead the quality controllership program on first call resolution which

resulted to a 10% increase in performance.

Lean Six Sigma Black Belt Manager Jul 2008 - Feb 2011

Mainly focused on Productivity excellence for the operations team. Also

conducted

Process documentation for the different support teams of the company.

. Was pivotal in getting the ISO 27001 certification in June 2009

(information security) for the company by creating and documenting the

processes of the company. Moreover, training and awareness amongst the

employees were rolled out.

. Conducts Lean six sigma trainings for all employees in order to

achieve a six sigma environment. Conducted trainings such as lean six

sigma white belt training, Pareto analysis, Ishikawa diagram, Quality

Function Deployment, Process mapping, and Failure Mode and Effects

Analysis.

. Spearheads different productivity projects like seat utilization,

absenteeism, decrease in average handle time learning curve, and

increase in voice of the customer site scores. These projects added to

a cost savings of $500,000 in 3 months.

. Mentors other managers and subject matter experts in conducting lean

action workouts. One out of the 7 mentees became a six sigma black

belt in 2011.

Customer Service Manager Apr 2007 - July 2008

Leads a team of 15 - 20 customer service agents handling GE Money credit

card queries.

. Develops the customer service skills of the agents as well as their

managerial skills. More so, directly impacted the hiring process by

analyzing if an applicant is suitable for the rigorous tasks of a

customer service agent.

. Worked hand in hand with Site Leader in improving the operations

metrics as well as Lead site wide programs in order to improve or

reach certain project goals. This lead to the company acquiring more

clients/portfolios

. Initiated the automated attendance tracking system by creating an

excel driven attendance tracker. By doing so, the company was able to

realize a cost savings of more than PHP500,000.

Etelecare Global Solutions Jul 2003 -

Mar 2007

Etelecare Global Solitions now know as Stream Global Services opened its

Philippines operations to provide additional cost-effective customer

relationship management and BPO service options for our global clients.

Team Leader Sep 2005 - Mar 2007

Manages the administrative and technical needs of a team of 15 - 20

technical support representatives.

. Conducts technical training regarding emerging laptops of Dell

Computers. IN addition to that, also communicates with present and

prospective clients and perform management planning

. Realizing the optimum performance of the team, was given the

opportunity to set up the Dell Queue in Phoenix, Arizona. Handled

multiple roles including a transition manager and trainer.

. Arizona centre was launched successfully and transferred to business

as usual in just 5 months as compared to the original plan of 6

months.

Technical Supervisor May 2004 - Sep 2005

New Dell systems are released for training thru the technical supervisors.

Proper troubleshooting and capability tests are cascaded from them.

. Handles a team of at least 10 people and ensuring that they are

knowledgeable on new technologies being released by Dell Computers

. Set up the Dell queue in the Cebu, Philippines Call Center. Also acted

as trainer for the new hires to become technically proficient. Due to

multiple trainings and good performance, most new hires later became

technical supervisor and team leaders themselves.

. Team's technical scorecards were top flyers for 6 consecutive months.

This paved the way to being promoted to a Team Leader position.

. Coordinate with clients regarding updates and ramp plans. Also

organized the infrastructure of the new center and coordinated with

other departments, such as IT, facilities, maintenance, etc regarding

the needs of the program.

Technical Support Representative Jul 2003 - May 2004

A call taking role that supported hardware and software troubleshooting of

Dell laptops.

. Troubleshoots Computer Software and Hardware which included Operating

systems such as Windows 9x, NT, 2000, XP, and ME.

. Adept on new system troubleshooting techniques, new hardware and

software being released together with Dell systems, as well as

emerging technologies that may be used in conjunction with Dell

Computer Systems.

. Top performer in delivering metrics which resulted to a promotion to

technical representative 2 upon regularization.

Canon Information Technology Philippines, Inc. May 2002 - Nov

2002

Canon i-tech, Inc. is the research and development oriented company which

connects "the latest technology" around the color image management with

"the original idea"

Assistant Software Quality Assurance Engineer

. Tested hardware output and made sure that the product passes the

quality standards.

. Different testing methods for the developed software were

done such as regression tests; spot testing, manual

output testing, etc.

. Excellent performance which resulted in an extension of work from 3

months to a 6 month contract

EDUCATION

Electronics and Communications Engineering Jun 1998 - Dec 2002

De La Salle University, Taft, Manila

CERTIFICATES

Electronics and Communication Engineering License April 9,

2003

Philippine Regulatory Commission

Dell Certified Systems Expert January

2004

Dell Computer Corporation

Spanish Level 1 Certification Aug 12,

2009

Berlitz Institute

Six Sigma Black Belt Certification Exam April 19, 2010

GE Money Servicing Philippines, Inc.

Process Champion Program Jan 22, 2012

ANZ Global Services & Operations Manila

TRAININGS

Individual Leadership August 2014

Citibank N.A. ROHQ

Coaching for Performance July 30-31,

2012

ANZ Global Services & Operations Manila, Makati City

Process Champion Oct

2011

ANZ Global Services & Operations Manila, Makati City

Change Acceleration Process Training Sep 14-16,

2010

GE Philippines, The Fort, Taguig

Foundations of GE Leadership Apr 20-24, 2008

GE Global Learning, Crotonville Leadership, Holiday Inn, Singapore

Inclusive Leadership Apr 15, 2008

GE Philippines, The Fort, Taguig

Lean Upskill Training Aug 14, 2008

GE Money, Alabang Muntinlupa

Lean Six Sigma Black Belt Certification Program Nov 18-Dec 6,

2008

Foqus Corporation, Casa Susana, Alabang, Muntinlupa

Process Mapping Train the Trainer Sept 25,

2008

GE Money, Alabang Muntinlupa

MS Office Project Hands on training Jul

23-25, 2008

European IT Service Center, Makati City

Pareto Analysis Train the trainer Jul 17,

2008

GE Money, Alabang Muntinlupa

Leading Change and Building Consensus Oct 28, 2005