Operations Manager and Project Manager
Resume:
ZABARTE, CALOOCAN CITY **-956-0320
*.******@*****.***
Marianne Del Mundo Abucot
Career Highlights Managed and successfully developed an Implementation team with the highest Client Satisfaction Score. As a Project Manager, completed more than 100 projects with a CSAT higher than 9.68.
Skills & Qualifications Exemplary Client Satisfaction and Project Management skills
Outstanding written, oral and presentation skills
Professional Experience Implementation Services Manager
Concur Phils. Inc. (July 1, 2013 – July 20, 2015)
• Molded a team of 25 Implementation Consultants who successfully implemented Standard Expense Services to North American clients
• Guided the team in achieving the highest Client Satisfaction rate with the most number of projects completed
Implementation Consultant Lead
Concur Phils. Inc. (January to June 2013)
• Facilitated and conducted intensive product and process training for three successful batches of newly-hired Implementation Consultants
• Served as Subject Matter Expert for the Manila Team and led the Phase 2 Project Documentation
Implementation Assistant Team Lead
Concur Phils. Inc. ( April 2012 – December 21, 2012)
• Implemented more than 100 projects with a CSAT score of 9.70
• Assisted the Manager with client escalations and high-profile project implementations
Assistant Team Leader
Fonality Philippines Inc. (September 2011- April 2012)
• Championed process improvement that resulted to almost 20% increase in the team’s NPS score
• Minimized supervisor-escalated calls to almost 10% by ensuring resolution and customer satisfaction
Team Trainer
Fonality Philippines Inc. (February 2011 - September 2011)
• Created effective training materials, assessments and evaluations for the Customer Care Team
• Developed mentoring and coaching practices which was first in the company
Technical Support Representative (Level Three)
TeleTech Customer Care (July 2006-July 2010)
• Handled escalated calls which needed advance troubleshooting
• Reviewed tickets for escalation approval to ensure appropriate resolution and client satisfaction
Account Executive
Brainbox and Company Inc. (June 2005-December 2005)
• Performed outstanding client-servicing and ensure project requirements were successfully completed in a timely manner
• Coordinated with prospective clients and helped increase company revenue to 50%
Education Cum Laude, BA Organizational Communication University of the Philippines Manila (June 2001-April 2005)
Awards Received FY13 Highest Client Satisfaction Score(Concur Philippines)
Verizon Online Technical Support Certificate of Appreciation for Outstanding Performance and Lasting Contribution
Organizations/
Affiliations Board of Governor, Junior Marketing Association (JMA) UP Manila (2004-2005)
Writer, The Manila Collegian, The Official Student Publication of UP Manila (July 2002-March 2003)
Seminar Attended Leadership Training Seminar, Youth Affairs Office, Malacañang (January 2004)
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