Service Customer

CHARLES O. PULIDO

Email: *********@*****.***; Contact Number: 639*********; Makati City, Philippines

IT Service Management & Project Management

A Service Operations Team Lead who undertakes complex assignments, meets tight deadlines and delivers superior performance. Possesses practical knowledge in IT Service Management and Project Management. Applies strong planning and analytical skills to update senior management of key projects. Operates with a strong sense of urgency and thrives in a fast-paced setting. Core competencies include:

Service Desk Management Project Management Customer Relations Talent Acquisition Coaching Onboarding ITIL v3 Certified Process Improvement Mentoring

WORK EXPERIENCE

Feb 2014 – Present

I.T. SERVICE OPERATIONS – TEAM LEAD, CARLSON WAGONLIT TRAVEL (Global Service Desk)

Successfully led the transition of work from North America and European countries to a centralized global service desk.

Improved department’s productivity and efficiency by introducing the Request Fulfillment processes and creating Knowledge Base articles for each fulfillment.

Reduced IT department’s operations cost by leading 7 onboarding projects from high cost countries and align support to Global Service Desk

Increased team’s productivity by introducing different channels of support through ServiceNow features (Chat and Self-service)

Decreased department’s Talent Acquisition completion cycle 50% by increasing cadence with HR Recruitment and key enablers within the department

August 2012 – Dec 2013

SENIOR SUPERVISOR, CITIGROUP (Global Customer Service Center – Service Desk)

Lead a Service Request Fulfillment Team and ensure SLAs are met

Increased team’s productivity by introducing Aux Codes usage and control of non-productive activities of the team

Introduced constant cadence with counterparts from 3 other Centers of Excellence around the globe to ensure global processes are followed

Managed an IT Service Desk Operation as a business – delivering improved service levels and greater quality to clients at reduced unit cost to the firm.

Created regular engagements with in-country service desks to discuss performance, best practices and areas of improvement

March 2011 – July 2012

TEAM LEADER, SYNNEX – CONCENTRIX (Outbound Account)

Leads a team of individuals in charge of updating contact information, education of their active services, reminding of their upcoming renewals and retention of customers with expired services

Monitors team's performance to make sure that the team meets and exceeds performance metrics.

Ensures discipline within the team for better productivity and exceed the required number of outbound calls per day

September 2009 - March 2011

TEAM LEADER, SYNNEX – CONCENTRIX (Inbound Account)

Monitors team's performance to make sure that major metrics are met (CSAT and Sales)

Provide real time coaching to ensure that defined customer experience is delivered in every call.

Develops the team to ensure of needed performance.

Works closely with his team members to resolve customer problems and reports as required on performance, issues and resolutions.

November 2005 - July 2009

TECHNICAL SUPPORT SERVICE REPRESENTATIVE, CONVERGYS CORP, INC.

Worked with an Internet Service Provider account and interacted directly with customers

Responsible in answering inquires about the products and services and resolve complaints of their Internet, VOIP and TV connections.

Ensures our customers receive excellent customer service

TRAININGS ATTENDED

2015 INFORMATION TECHNOLOGY INFRASTRACTURE LIBRARY (ITIL)

SAS Management, Inc.

7 HABITS OF HIGHLY EFFECTIVE PEOPLE

2013 MANAGING AT CITI, PROCESS IMPROVEMENT AWARENESS TRAINING, PRESENTING WITH EASE, SOCIAL STYLES WORKSHOP

Citibank

2011 LEAP (LEADERSHIP ENHANCEMENT AND ADVANCEMENT PROGRAM)

Synnex-Concentrix

2008 TRAINING TO LEADERSHIP

Convergys Corporation Philippines, Inc.

EDUCATION

1999 – 2005 ATENEO DE DAVAO UNIVERSITY

Bachelor of Science in Electronics and Communications Engineering

1995 - 1999 ATENEO DE DAVAO UNIVERSITY

High School Diploma, March 1999

Contact this candidate