Manager Information Technology
Resume:
VIRGILIO DACQUEL HOLGADO III
Sr. Expert, Business Human Resources,
Operations Supervisor / Team Manager, Lead Agent, IT Professor and Administrator, POC – Shift Manager, Trainer, Career Adviser, Marketing in – Charge,
Unit 19k, Avida Towers 3, San Lazaro
Felix Huertas, Sta Cruz, Manila
Manila, Philippines – 1003
Email Address Work: ********.*******@****************.***
Email Address Personal: **********@*****.***
Mobile Phone Number: +63.917-***-****
Personal Information
Birth Date:
Gender:
Residence Location: Number of Dependents:
16 August 1984
Male
Philippines
7
Nationality:
Visa Status:
Marital Status:
Filipino
Citizen
Single
Professional Experience (11 Years and counting)
March 2016 to Present
Sutherland Global Services
Company Industry: Business Support – Business Process Outsourcing
Job Role: Sr. Expert, Business Human Resources – Sutherland Cubao Site
7th Floor Harvester Building Corporate Center, 158 P. Tuazon Blvd., cor 7th and
8th Ave., Brgy. Socorro, Cubao, Quezon City, Philippines
Noticeable Achievements
• Assumed Role as Expert, Business Human Resources and was promoted same year as Sr. Expert, Business Human Resources.
• Instrumental in achieving Platinum Site Status for Sutherland Cubao for two consecutive months – highest site achievement for all Sutherland Sites.
• HR Lead for Cubao from May 2016 to September 2016
• Business Human Resources Partner for Outstanding Program Accounts (Platinum Accounts) – SHSI Medical Coding & Spotify PHL.
• Head, Sutherland Cubao Engagement Team (Bayanihan Team)
February 2015 to Present
Sutherland Global Services
Company Industry: Business Support – Business Process Outsourcing
Job Role: Customer Service / Operations Support / Team Leader
eBay M2M Escalations Operations Supervisor / Team Manager
eBay M2M Escalations – Point of Contact for Escalation Queue
Sutherland Global Services – PCC Site
North Triangle Drive, Philplans Corporate Center, Bonifacio Global City, Taguig City, Philippines
Noticeable Achievements
• 2015, Quarter 3 Best Team Manager for Escalations Channel
• Outstanding Team Performance for Escalation, Number 1 Team from October 2015 to Present
• Author, Supervisor Call Escalation Process for M2M
• Overall-In-Charge, Office of the President Escalation for M2M
• Outstanding Performance for Service Accountability, No Call-Outs for the Team since SA Started
• One of the Most Compliant Team Managers for M2M
• Point of Contact for Performance, Process and Compliance Drive
o Head Count Recon for whole M2M
o Global Change Management POC for Escalation
o Clients Drive (Service Accountability Compliance) for Disconnected Call, Holds and Failure to Escalate
• Member, eBay Engagement Committee / Team
• Select, Echo Survey/Events Driver, given last December 2015
March 2011 – January 2015:
Company Teletech Holdings Inc.
Company Industry: Business Support – Business Process Outsourcing
Job Role: Customer Service / Operations Support / Team Leader
Clearwire Retention Operations Supervisor / Team Manager
Clearwire Retention Shift Manager
TeleTech Holdings Inc.
Bldg. 4 SM City San Fernando, Olongapo - Gapan Road, Lagundi, Mexico, Pampanga
Noticeable Achievements
• Selected as Finalist – TeleTech Outstanding Employee for 2014
• Point of Contact for Customer Resolutions assisting the Operations Manager and Director the Program
• Outstanding Team Leader for 3rd Quarter 2013
• Consistent Team for Outstanding Performance for Customer Resolutions year in and year out
• Most Calibrated Team Leader as expressed by CLEAR QA Team
• Most Reliable and Consistent Team Leader for Customer Resolution
Clearwire Retention Operations Supervisor / Team Manager
Clearwire Retention Lead Agent
TeleTech Holdings Inc.
22nd Robinsons Cybergate Plaza Building 3, Pioneer Street, Mandaluyong City
Hailed as the Best Lead Agent for the Month of December besting Nine (9) other colleagues in Retention
Universal Care(CSR&TSR Agent)Wave1-Account Services
Teletech Holdings Inc.
5th Flr. ECO Plaza Bldg., Chino Roces Ext., Magallanes, Makati City 1231, Philippines
I was part of TELETECH Makati site last March 2011. I was hired as a Universal Agent handling calls for Technical Support and Billing concerns of CLEAR - a US based Internet Service Provider covering 95% of US states. On May 2011, I got a chance to be one of the PIONEERS in the newly created department for CLEAR here in the Philippines - MAKATI Site, it is the Account Services for CLEAR. I was part of Wave 1 with other 50 Top Agents, Lead Agents and Team Leads for CLEAR. Though I am new in the business/company this does not prohibits me to be part of the Pioneering Team.
November 2009 -
February 2011:
Academic Head/Dean and Deputy School Administrator
STI College Tuguegarao (STI College Inc.)
Melad Bldg., Ugac Sur, Tuguegarao City, Cagayan 3500, Philippines
Company Industry: Education, Training, and Library
Job Role: Management
I used to work as the Academic Head/Dean. My main role was to ensure that the school is performing well in adherence with the set standards and regulations of the Commission on Higher Education and the Technical Education and Skills Development Authority.
During my service in STI College Tuguegarao, I also handled the following positions simultaneously, In Charge of the Registrar Office from May 2010 - October 2010, In Charge as the Marketing Officer/Career Adviser from May 2010 - November 2010.
I was also appointed as the Officer In Charge - Deputy School Administrator or as a Local School President. With the workloads given to me, I was able to perform excellently and with high delivery results.
June 2005 - October 2009:
College Instructor
University of Saint Louis Tuguegarao
Mabini Street, Tuguegarao City, Cagayan 3500, Philippines
Company Industry: Education, Training, and Library
Job Role: Technology
I used to serve as a University College Instructor for almost five years in the School of
Information and Computing Sciences (SICS) a department in University of Saint Louis that caters to bachelor programs for BS Information Technology, BS Information Systems and BS Computer Science. During my stay as a College Instructor, I taught professional subjects from all levels of our college namely, Computer Fundamentals, Spreadsheets, Word Processing with Presentation Technology, IT Operations 1, Presentation Skills in Information Technology, Database Management Systems, Systems Analysis and Design, Multimedia Systems, Programming Logic Formulation, Quality Consciousness and Processes, Professional Ethics in Information Technology, Human Behavior in an Organization as well as National Service Training Program both for Civic Welfare Training Service and Literary Training Service. In my years as a teacher, I was sent to several seminars to further enhance my knowledge and skills. Seminars were held in school, in the region and national venues. All my evaluation ratings which are done twice a year are all commendable. Each evaluation, I normally obtain above 91% rating. I was the chairman of the advisers of the Student Government of SICS since 2005. My work as an adviser includes planning and conceptualizing activities towards the development of our students in terms of academics, physical, social and spiritual. We were able to come out with an average of ten programs for each school year making our department as the best department for student services.
October 2004 - March
2005:
Researcher, Developer of Management Information System
Overseas Workers Welfare Administration Regional Office No. 2
Bonifacio Street, Tuguegarao City, Cagayan 3500, Philippines
Company Industry: Government Sector
Job Role: Technology
I am the leader of our group in the Creation of a Management Information System for the said agency. We have studied the processes in the agency and proposed for an Information System which later they adopted for an improved delivery of their services to their Client.
October 2004 - March
2005:
On-the-Job Training
University of Saint Louis Tuguegarao - Center for Computer and Information Systems
Mabini Street, Tuguegarao City, Cagayan 3500, Philippines
Company Industry: Education, Training, and Library
Job Role: Education/Training
Finished my required internship hours for my degree course. One of the pioneer workforces for the opening of the information services for the University called as Center for Computer and Information Systems.
October 2003 -
September 2004:
Certified Crew Trainer (Dinning and Counter Stations)
Jollibee Food Corporations
Bonifacio Street, Tuguegarao City, Cagayan 3500, Philippines
Company Industry: Catering/Food Services/Restaurants
Job Role: Support Services
Trained newly hired crew and made recommendations to Managers whether to place the crew for further station certifications or termination of contract. Develop scheduling for the month and station assignment for the crew.
Educational Attainment
May 2007: University of Saint Louis Tuguegarao, Tuguegarao City, Cagayan 3500, Philippines
Master's degree, Information Resources Management and Information System Planning
GPA: 97/100
March 2005: University of Saint Louis Tuguegarao, Tuguegarao City, Cagayan 3500, Philippines
Bachelor's degree/higher diploma, Information Technology / Computer Studies
GPA: 90/100
March 2003: University of Saint Louis Tuguegarao, Tuguegarao City, Cagayan 3500, Philippines
Certification/diploma, Associate in Computer Technology
GPA: 90/100
March 2001: Cagayan National High School, Tuguegarao City, Cagayan 3500, Philippines
High school or equivalent, High School Diploma
GPA: 95/100
Career Level Specification
Career Level: Supervisory, Managerial and Administrator Skills
Skills
Skill Skill Level Years of Experience Last Used
Use of Microsoft Productivity Tools Expert More than 11 years 1 month or less
Project Management (SAD and MIS) Expert More than 6 years 3 months or less
Quality Management System Expert More than 6 years 3 months or less
Human Behavior in Organization Expert More than 3 years More than 1 year
Programming Language (C++) Intermediate More than 3 years More than 1 year
Character References
NAME
JOB TITLE
PHONE NUMBER
EMAIL ADDRESS
Mrs. Luisa B. Aquino, MIT
University of Saint Louis Tuguegarao
EXECUTIVE ASSISTANT TO THE PRESIDENT FOR QUALITY MANAGEMENT & RESEARCH
Office of the University President
+63.917-***-****
****************@*****.***
Mrs. Lily Ann B. De la Cruz, MBA
University of Saint Louis Tuguegarao
DEPARTMENT HEAD
School of Information and Computing Sciences, USLT
+63.916-***-****
**********@*****.***
Mr. Rodney Silva
TeleTech Holdings Inc.
PROGRAM DIRECTOR
Teletech Lipa Service Delivery
+63.915-***-****
***********@********.***
Mrs. Lea Lea Lorena Lacsina-Eclarino
Sutherland Global Services Account Manager
ACCOUNT MANAGER
eBay UK, M2M Phones
*********.*******@****************.***
Mr. Gino Rafael Ramirez
Sutherland Global Services Program Director
PROGRAM DIRECTOR
All eBay Geos
+63.932-***-****
**********.*******@****************.***
Virgilio Dacquel Holgado III, MIT
Applicant
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