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Customer Service Training

Quezon City, Philippines
February 25, 2020

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Title: Project Management Professional - 1769164

Institution: Project Management Institute

Validity: 26 November 2014 – 25 November 2020

Title: Professional Scrum Master


Date Passed: 20 October 2019


Address: 25LM Tower 1 One Orchard Road Condominium, 1 Orchard Road Eastwood City Bagumbayan, Quezon City

Mobile number: 090********

Email address:


Project Manager Aug-2016 to present

Wells Fargo Enterprise Global Services

• Provide project management services to Wells Fargo technology, regulation compliance and process improvement projects through the Enterprise Project Management Solutions

• Ensure that projects are managed according to the Wells Fargo Enterprise Project Management Framework and Wells Fargo Agile Framework Project Planner July-2015 to Aug-2016

Asian Development Bank

• Provided project planning and scheduling services to Office of Information Systems and Technology of ADB projects as part of the OIST Governance and Portfolio team

• Ensured that projects are managed according to the ADB Project Management Framework

• Implemented project management using enterprise project management system

• Pioneered and coached software development teams in the use of Agile, Scrum, and Kanban

• Implemented Agile practice using JIRA

Project Manager Jul-2012 to Feb-2015

Exakt, Inc.

• Managed corporate and government IT projects awarded to Exakt, Inc., a systems integration company, based on the PMBOK and Scrum

Training Officer Mar-2011 to Jul-2012

Malayan Insurance Co., Inc.


• managed the implementation of training programs

• implemented training programs to the agreed goals, objectives, KRAs, KPIs, and to

• management’s expectations

• developed and managed the over-all training plan as well as the implementation of Individual Development Plans (IDP)

• managed the involvement of each training participant to ensure that their obligations to the individual development plan are fulfilled

• provided progress reports and present the status of the training programs with the Yuchengco Group of Companies (YGC) HR ManComm summits

• identified, analyzed, quantified and documented training gaps

• managed training gaps, defining and implementing the necessary training interventions

• documented all deliveries of training intervention (training class, one-on-one coaching, etc.) to ensure that each all accomplishments are documented

• conducted training satisfaction survey at end of each training session

• conducted training evaluation (peer and supervisor’s feedback, immediate performance improvements, etc.) within 30/60/90 days after training Training modules developed and conducted

• Choosing the Appropriate Leadership Style

• Making Sound Decisions Under Pressure

• Leading by Example – Develop and Sustain Your Team’s Performance

• Above and Beyond: Delivering True Customer Service Special Projects managed

• Organizational Transformation through the IiP Certification

• ISO 9001:2008 Compliance by the HR and Training Department Business Development and Training Manager Jan-2010 to Mar-2011 Magellan Solutions Outsourcing, Inc.


• developed processes and procedures for an outsourced operation by conducting business analysis of the client’s business and operating processes

• created training programs and modules to develop operation-ready BPO agents to support the client’s outsourced services

• oversaw the implementation of training for new hires

• implemented training programs according to set goals, objectives, KRAs, and KPIs

• implemented outsourced operations to the agreed scope, quality, on time, on budget

• and to customer expectations in accordance with the customer contract

• managed client relationships during the implementation of the outsourced process

• managed risks involved during the implementation a new outsourced line of business


• managed LOB training requirements and performance improvement needs

• maintained an organized training database which documented all deliveries of training intervention (training class, one-on-one coaching, etc.)

• conducted training satisfaction survey at end of each training session

• managed transition of LOB from training to initial operation of new LOBs Training modules developed and conducted

• Customer Service Representative Core Skills training

• Choosing the Appropriate Leadership Style

• Client process-specific technical trainings

• Performance improvement interventions

New LOBs implemented

• Customer Service for US Telco

• Technical Support Service for US Telco

• TeleSales for US Personal Insurance company

• Customer Service for US Online Consumer Products company

• TeleSales for Australian Tourism company

Project Manager Apr-08 to Nov-09

IL&FS Technologies Philippines, Inc.


• managed the Change Management component of the Land Titling Computerization Project (LTCP)

Part-time Lecturer Sep-07 to Aug-08

De La Salle - College of Saint Benilde - NSTP-CWTS Department Responsibilities

• Conducted classroom lectures on social responsibility, sustainable community development, and Benildean orientation and values formation

• Managed non-classroom learning activities to facilitate learning and community immersions

• Provided consultation hours for students

College Instructor Jun-07 to Aug-07

AMA Education System – e-Learning Department


• Conduct lectures on Philosophy, Management Logic, and Business Ethics

• Develop learning materials

• Manage an e-learning portal

• Develop online learning evaluation tools

Technical Support Representative Mar-06 to May-07 Orchid Cybertech Services, Inc. Customer Service Representative Sep-05 to Feb-06 IBM Daksh Business Process Services Phils., Inc.

Business Analyst May-05 - Aug-05

Software Ventures International (T-Mobile Legal Services) TRAININGS ATTENDED

Professional Scrum Master Certification Course

October 17-18, 2019

Project Management Professional Certification Course Project Management Institute – Philippines

September 15-19, 2014

Customer Service Innovation

Inspire Leadership Consultancy, Inc. (Inspire)

November 4-5, 2011

Evaluation of Training Programs

Center for Labor Education, Advocacy, Research and Development, Inc. (CLEARED, Inc.) October 3-4, 2011

Measuring Talent Initiatives

Development Dimensions International (DDI)

July 27, 2011

Information Security Auditing

IL&FS Technologies Philippines, Inc.

August 30-31, 2008

Document Imaging System Management

IL&FS Technologies Philippines, Inc.

August 23-24, 2008

Online Transaction Processing

IL&FS Technologies Philippines, Inc.

August 16-17, 2008

Advanced Systems and Network Security

IL&FS Technologies Philippines, Inc.

August 9-10, 2008

Data Communication

IL&FS Technologies Philippines, Inc.

August 2-3, 2008

Network Management and Implementation

IL&FS Technologies Philippines, Inc.

July 26-27, 2008

Database Administration

IL&FS Technologies Philippines, Inc.

July 19-20, 2008

Systems and Applications Design

Assyst, Inc.

July 19-20, 2008

Project Management Fundamentals

Assyst, Inc.

April 5-6, 2008


BA Philosophy

University of the Philippines, Diliman

1999 - 2005

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