Project Manager Customer Support

Paolo Jose Jimenez Bonifacio

Mobile: 091*-******* Email: ***************@*****.***

WORK EXPERIENCE

Falcon Gain/Myeg – BGC Taguig City

Feb 2019- Mar 2020

Director of special projects

Coordinates strategic planning with Governing body of CEZA (Cagayan Economic Zone) for existing and ongoing projects being developed within CEZA.

Manila and Cagayan Project Manager and Head development

Handled Media Relations for Falcon Gain and several on -going developmental projects.

Managed Press releases and press conferences for ongoing developments in Ceza.

Managed a team for community relations within Ceza for the expansion of the development.

Managed several vendor PR agencies to assist in promoting development and movement in Ceza.

Handles Crisis Management for both Falcon gain, MYEG Philippines and Ceza Developments.

Directly deals with all investors and stakeholders of ongoing development in part of the current Build Build Build project of President. Rodrigo Duterte.

Develops and implements new project directives from MYEG Malaysia and implemented into the Philippine counterpart MYEG ph.

Invaluable - Ortigas Pasig City May 2013 – Nov 2018

Country Manager

Coordinates strategic planning of Manila operations with Boston main office

Managed Operations for End user Customer support, Technical Support, Sales and Vendor management for Cebu, Manila and Davao.

Oversight on total Service desk, Vendor and Client Management

Developed and streamlined the recruitment process and an applicant tracking system for Manila operations which addressed the previous operation retention obstacle

Facilitated Process and Service Level agreement improvements.

Developed End user Triage support roadmap for customer support.

Managed Media Relations for Invaluable or Southeast Asia. Dealing with Teams located in both Australia and Hong Kong as well as Boston for unified Press release and promotions.

Managed Asia Crisis Management and Corporate BCP and Risk Management

Developed and implemented Invaluable Integrated Marketing and communications.

Worked with a team to develop a Human Resources Information System to fast track all reports on headcount, SL, VL and general employee information

Oversaw working with both in house and outsourced third party recruiters for talent acquisition which allowed a better foresight on the area talent pool

Set in place Third party recruiter SLAs to make sure talent pool was always available

Sourced out and recruited to place leadership team to stabilize operations.

Established a better Employee Value Proposition which also assisted in stabilizing attrition of Philippine operations.

Restructured Manila Hiring process which allowed for the growth from 27 FTE to 547 FTE.

Manage all aspects of the product or project implementation in the assigned country

Develop goals and policies, and establish standard operating procedures that are in alignment with the organization's mission

Established Training and retraining department to realign prerogatives of Boston operations to match Philippines operations

Communicate with the primary office, report on progress, and act as the organization's representative in the Philippines

Coordinate, develop, and oversee staff and projects

Ensures that the Local Entity has appropriate systems to enable it to conduct its activities both lawfully and ethically

Communicates effectively with shareholders, employees, Government authorities, other stakeholders and the public

GL Advisor, Boston, MA Feb 2012- May 2013

Philippines Operations, Makati

Worked closely with several recruitment firms to develop an in house recruitment team and HR

Hired the first 3 tiers of leadership roles which made way for the development of the first recruitment team for GL Advisor

Managed the recruitment of the first 16 waves for GL advisor and the first 9 waves of Graduate Leverage Hedge funding

Managed GL Advisor Manila Public Relations

Oversaw the development of the applicant timeline and maximizing the data migration of each individual applicant.

Developed Training module for onboarding assets into development

Developed the HR and Comp and Benefits that allowed to divert from third party HR and recruitment

Direct client interaction regarding financial planning and investments with Boston office

Developed client’s financial plans for a minimum of 10 years and up to a 25-year financial plan

Handled the gap analysis for client requirements and financial planning for yearly budget. Developed the training module for the GL Philippines

Handles client retention program with clients no longer wanting the service

Market Philippines, Makati July 2010 – Dec 2011

Manager for Distributor Services

Managed productivity of entire distributor support department as well as seminars for client recruitment and sale closing

Handled key accounts for new business and customer retention

Developed process for customer scheduler and meeting process

Developed on-boarding training for distributors and the distributor support team. - Trained in Hong Kong for Distributor support for 1 month

THE DESIGN PEOPLE, Marina del Rey, California March 2006- June 2010 Project Manager (Operations Manager for Sales and Client Management)

Led Project and Website Development of semi-custom website clients ranging from single clients to corporate accounts as well as business development and sales

Conducted Market research for market strategy and company business development for future trends of business

Produced gap analysis and the transition plan and formal turnover of product to client

Oversaw the proposal process for corporate account bids on projects

Directly dealt with single or corporate proprietorship

Business Development and sourcing of new possible clientele

Full Cycle handling presentation of the product to the propel of the project to the full development stage of the project and after service

Handled recruitment for sales and customer service representatives and web developers

Dealt with clients via face to face, video or web meetings

HSBC Electronic Data Processing Philippines, Ayala, Makati July 2002 – Jan 2006

Senior Manager of Operations for Collections (Outbound collections)

Part of the first 12 employees of HSBC HDPP

Involved in the recruitment process of the first 19 waves of outbound collection

Worked with team to develop a talent pool and talent pipline for future HSBC HDPP hires

Developed skill and knowledge analysis to profile applicants for outbound and Inbound collections

Managed data migration from Hiring all the way to operations

Part of Migration team sent to Household Credit Cards Sioux Falls South Dakota to migrate collections process.

In-charge of floor support for taking calls for outbound collection operations as well as ISD (Inter Skill Development) for new agents to be inducted into operations for floor support

Headed training for the start of the program of collections for migration of process. Trained in Sioux Falls, South Dakota (August-September 2002). Training consists of verbiage, program navigation, billing interpretation, skill development, and migrating process form the U.S to the Philippines as well as Philippine adaptation of verbiage and culture

Trained in Anti- Money laundering and credit assessment program

Integral member of recruitment process for the 1st 300 applicants for HSBC screening.

Consultancy

Guardian and Cardinal Healthcare (Xerox) 2012-2014

Developed Operational migrations for Philippines operations

Department of Foreign Affairs (Department of Socials) 2006-Present

Works with Department of Socials for Media Social Events for Philippines Public Relations

ADDITIONAL WORK EXPERIENCE

Etelecare International Ayala, Makati – SME 2001-2002

SYKES ASIA, INC. Microsoft customer service voice, Ayala, Makati - Unit Manager (Inbound) 1999-2001

LAUREN MARINE AND BOAT SERVICES, Chicago, Illinois - Manager 1996-1998

BLOCKBUSTER VIDEO, Chicago, Illinois - Assistant Store Manager 1996-1997

OTHER EXPERIENCES

• Scriptwriter – “Night Fever”, Repertory Philippines Workshop, April 2001

• Volunteer – Scandinavian Medical Mission, Pampanga, March 2001

• Volunteer – Victory Christian Fellowship Medical Mission, Pampanga, January 2001

• Participant – “Peter and the Wolf”, Shangri-La EDSA Plaza, December 2000

• Volunteer – Habitat for Humanity, Zambales, October 2000

• Ensemble – “Joseph the Dreamer”, Meralco Theater, August 1999 & January 2000

• Lead actor – “Snow Queen”, Shangri-La EDSA Plaza, December 1999

• Participant – The Grand Australian Circus, Alabang Town Center, October 1999

EDUCATION & ACHEIVEMENTS

KELLOG’S SCHOOL OF MARKETING, EVANSTON, ILLINOIS 1998-1999

Masters in Business Administration (M.B.A)

NORTHWESTERN UNIVERSITY Graduate EVANSTON, ILLINOIS 1994-1998

BSBA Major in Marketing

Member – Northwestern Basketball Reserve Team from 1995-1998.

LA SALLE GREENHILLS, SAN JUAN, GREENHILLS 1990-1994

Vice-President – LSGH Student Council from SY 1992-1993

First place – The 4th District News Writing Contest in 1993

Member – LSGH Basketball Varsity from 1991-1994

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