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Customer Service Project

Dubai, Emirate of Dubai, United Arab Emirates
May 21, 2020

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Project Management Officer / Customer Service Supervisor

+971********* Dubai, Dubai, UAE

I have 12 years professional experience in IT project coordination, administration and advanced project support functions. My role includes resource allocation, knowledge management, analysis and executive reporting. I am an advanced Microsoft Excel user who creates portfolio dashboards, trends and program status reports. I also have 4 years of operations and team management experience in a call center supporting a US financial institution customer service and order management business.

Professional Experience

April 2015 – October 2019:

Project Coordinator

Fujitsu Philippines (WeServ Systems International, Inc.)


Demand Management – Reviews and audits planning methodology for newly won pipeline projects; ensuring that all documentations and approvals are complete before converting the demand into a project.

Portfolio Management - Coordinates with Project, Portfolio and Program Managers to ensure compliance of their project status reports, completeness of the project artifacts in the project repository, and allocation of resources for the forecasted demand. Monitors resolution for project issues related to resource, documentation and budget.

IT Service Management – I was a Clarity PPM Superuser administrator who manages and resolves service requests related to Access Management, onboarding/offboarding resources and importing projects hours in compliance with the defined SLAs.

Resource Management – As a booking manager, I was responsible for On/Off boarding, resource allocation coordination to Resource Manager and Project Managers and booking resources to projects.

Reporting – Provides support to Project, Portfolio and Program Managers to develop and maintain all performance dashboards and prepares reports to be submitted to project team. Extracts data, consolidates and audits data from Oracle, Clarity PPM, SalesForce, Triole and SharePoint for Utilization Report, Capacity vs Demand, Aging issues and Project weekly status report.

January 2011 – March 2015:

Project Management Officer

Genpact Headstrong Capital Markets


Portfolio Management. Coordinates project approval, prioritization and cancellation; maintains a repository of project pipeline and requests pending review. Drafts contracts, Change Request and monitor approval process.

Resource Management. Manages on-boarding and disengagement of resources, direct coordination with the client for credentials and access requests.

Financial Management. Performs financial analysis on all budgets and prepare various reports for all budget forecasts. Tracks actual spend and forecasts future costs, reports cost variances and adjusts forecasts based on management’s corrective actions and decisions. Reviews, submits and monitors invoices and payments from third party vendor to be reported to internal finance.

Performance Management. Consolidates project level status reports on a weekly basis and generates a program level report for stakeholders’ review. Generates engagement level metrics every month.

September 2010 – January 2011:

Fulfillment Lead / Resource Management

IBM Solutions Delivery


Resource Management Roles & Responsibilities support Global Business Solutions strategic objectives of growth and profitability.

Fulfillment Lead is primarily responsible for Resource Deployment functions in their respective areas, with focus on capacity planning and medium & long term demand / supply analysis. This position develops and manages tactical and strategic resource plan and skill management process for the area while balancing the fill rate, overdue and utilization objectives.

December 2007 – September 2010:

Project Management Officer

Headstrong Philippines


PMO responsibilities include project approval, prioritization, and cancellation, resource allocation across projects, best practices knowledge sharing, and executive reporting on project and resource status.

April 2004 – November 2007:

Operations Team Supervisor

July 2006 – November 2007

West Contact Services, Inc.


Manages account statistics and performance of 11 Team Leaders and more than 100 representatives handling credit card applications and order management business in a call centre setting.

Guarantees that the teams meet or exceed the goals set by the process on Schedule Adherence, Call Handling Time, Customer Satisfaction, and Quality.

Consistent coaching and motivating team leaders to ensure employee satisfaction and development across all teams.

Conducts staff meetings, individual coaching opportunities and talent reviews and makes recommendations on hiring, terminations, salary action and promotions.

Provides leadership for the team through active recognition of employee successes, consistent positive reinforcement, and timely performance feedback.

Designed and automated a program scorecard that measures the representative’s performance in all KPIs.

Production Team Leader

December 2004 – July 2006

Primarily responsible for the whole team statistics and performance handling 15 to 20 agents in a credit card application and order management account.

Technical Support Agent

April 2004 – December 2004

Primarily responsible for taking calls and resolves customer technical issues of the ISP provider account


June 2000 - December 2003:

Asia Pacific College, Philippines

Bachelor of Science in Computer Science and Information Technology with specialization in Computer Network Engineering (Graduate)

June 1999 – April 2000:

Adamson University, Philippines

BS – Industrial Engineering (Undergraduate)

Skills and Tools Expertise

Skills and Tools

Skill Level

Years of Experience

Communication & Interpersonal skills, Strong Analytical and Problem Solving Skills


More than 13 years

Project & Program Dashboard, Newsletter, Resource Mgmt Reporting, Resource Allocation


More than 10 years

Project Management, Resource Management


More than 10 years

Revenue Forecasting, Bench Forecasting, Draft Revenue Review, Invoice Tracking


More than 8 years

Information Security Management System(ISO 9001:27001)


More than 7 years

Microsoft Office


More than 15 years



More than 10 years

Clarity PPM


More than 5 years

Oracle Application


More than 5 years

IQ Navigator


More than 4 years



1 year

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