Catherine Grace Espino-Tirol

+63-917-***-****/+63-928-***-****

adddtp@r.postjobfree.com

Professional Profile

High performing Operations Management Executive with expertise in optimization of business processes, strategic business and technology planning creation and implementation, project management, people management and high-level customer relationship. More than 22 years of working for various multinational corporations under diverse industries such as Supply Chain, Transportation, Finance and Banking, Manufacturing, Telecommunications and the BPO industry with a broad knowledge in Operations, Project Management, Client Engagement and Technology . Core Expertise

Strategic Business Planning

Operational Process Analytics and Redesign

Organizational Design and Development

Operation Infrastructure Management

Goal setting and Revenue growth

Financial Planning and P&L Management

Project Planning and Implementation

Service Delivery and Project Account Management

Productivity and Efficiency Improvement

Change Management

Training and Leadership Development

Team Coaching

Negotiation Skills Development

Customer Relations & Business Development

Management Development Programs

JG Summit, 2017 Advanced AQ and GRIT

Advanced Negotiation Skills

Executive Coaching Program

JG Summit, 2018 Achieving Customer Service Excellence Strategic Communication Program

Technical Expertise:

Unified Communications,

Broadband Telecommunications,

VoIP and VoIP-based solutions,

ERP/HRIS and Supply Chain Management solutions,

Services Delivery and After-Sales support.

Technical Trainings and Certifications

Fujitsu Philippines Unix (HP-UX, AIX & SUN Solaris) Kernel programming & Systems Administration (Scholarship) Ingenium Technologies Oracle RDBMS, Oracle Financials, Java Programming (Scholarship) Educational Attainment

Saint Louis University BS Electrical Engineering (BS EE) and BS Electronics and Communications Engineering (BS ECE) Catherine Grace Espino-Tirol Page 1

Professional Experience

Espicom Productions, Inc.

August 2018 to present

Sales and Marketing Head

Espicom Production was established in 2017 and started out as a concert production company. It has grown to become a full production house with a roster of various events such as live entertainment, concerts, pageant participation, fashion shows, society balls. Espicom Production’s mission is to provide quality entertainment to various levels of society while providing sustainable livelihood, training new skills, reintroduction to the general public, barangay-level immersion programs, medical missions to indigent communities and viable feeding programs to those who are in the outskirts of society.

iTech Global Business Solutions, Inc.

August 1, 2016–August 2018

Client Engagement Head / Service Delivery Head

Reporting directly to the General Manager and the Chief Information Officer, as Service Delivery Head, my team is recognized as the single point of contact for JG Summit Business Unit IT Heads (ISD - BU) Leading a team of 5 business development managers, 8 Service Delivery managers and 2 leads generators, I am responsible for the Operations Delivery, Service Level attainment of all contracted obligations, and relationship management at the JG Summit Shared Service delivery level, manages new service opportunities and requests for additional BPO and IT services. Oversees and manages Projects from kick off till completion and turn over for account management. This includes improving cost structures, enhancing operational performance, monitoring P&L, Billing A/R collections, overseeing regulatory compliance, managing project resources, manpower efficiencies and customer relations. A weekly project status, as well as monthly and quarterly business reviews is reported to all stake holders, identify and resolve operational issues and constraints, resulting in:

- concerted marketing and awareness of service offerings to BU-GMs and ISD heads resulting to over 70% of sales growth on new businesses within first 6-months.

- improved by 80% on A/R collections from over 120 days due to under 30 days due within a 3 month period.

- 80% increase in CSAT ratings from users and IT heads across all BUs within 6-months.

- 30% improvement on generation of sales proposals and quotations.

- 50% increase on new business offerings on services and peripherals.

- created 5 new international partnerships with various solution partners. Novanet Inc.

September 2011 – July 2016

VP – Operations and Business Development

Reporting directly to the COO and Senior Vice President for International Business Development of a New York based communications provider of multimedia communications platform, cloud-based contact center solutions and optimized VoIP termination and origination, I am responsible for generating brand awareness, identifying and qualifying 1st Tier partners and value-added resellers, explore new business opportunities, implement solutions and manage first-level support. Oversee operations, collections, business development, accounts and project management of all clients in the Philippines.

Provide demos and Proof of Concepts to potential clients, and manage first escalation level of technical engineers to address issues from clients before it gets escalated to head office. Catherine Grace Espino-Tirol Page 2

Responsible for establishing a network of Partners, free-lance Consultants and Value-added resellers, providing marketing support, technical training, regular product updates, and conduct bi-monthly sales reviews.

- created 10 value-added resellers within first 9 months of operations

- signed up 5 VoIP accounts within first 6 months of operations

- 100% collections, with less than 30 days A/Rs.

Accela Communications Philippines, Inc.

June 2009 –2011

Business Development Executive

Reporting directly to the President and the COO, I am responsible for partner relations with Telecommunication providers, Solution providers, and BPO organizations. Ensure that the company is well represented and has an active participation in major BPO Organizations such as Contact Center Association of the Philippines (CCAP) and Business Process Association of the Philippines (BPAP). Activities include joining events and regular attendance on meetings. I am responsible for product management and marketing development of all products and services being offeredby the company. Created Accela’s Contact Center solution sales and marketing kit which includes all power point presentations (technical and full feature), marketing brochures, technical implementation training, train the trainor, and sales training. Also managed the product launch and subsequent events related to the solution. Responsible for lead generation, proposal, product demo and POCs for both VoIP and Dialer products. Also responsible for first level support, managing threshold on response time and service-level efficiencies for all clients, most specifically the BPO sector.

Also tasked to provide competitive research on other applications such as Avaya, Altitude, Cisco, Touch Star,CCA, Five Nine, Power Connex, etc..

Drishti Philippines Inc.

October 2006 – June 2009

Operations and Sales Director

International Team Division – Drishti Soft Solutions PVT. Reporting directly to the Operations Director for International Sales in India, I was initially tasked to provide brand visibility of the Drishti-Soft office in the Philippines. Created and managed three (3) different business units on my first two (2) months of joining the company, namely: Sales, Admin and Marketing, and Technical group. Set up a local 24x6 Service Delivery Team, a Pre-sales Team, and an Implementation Team, to manage all technical requirements from clients with a set of both Filipino and Indian engineers. I am responsible for overseeing Implementation, Development and Technical support. Ensuring that service level agreements are being met and exceeded by creating KPIs and Matrices. Spearheaded Marketing events such as E-Services, and ICT events from Cebu, Davao, Bacolod, and Iloilo and developing relationships with leading organizations related to the Call Center Industry BPAP, CCAP, Phil Call).

As a start-up company in the Philippines, I was responsible for the formulation of sales strategies and the development of sales programs based on market/customer segmentation; and providing marketing support, technical trainings and regular product updates to Value Added Resellers and Consultants. As the first satellite office outside of India, I was also tasked to look for other regional opportunities in South East Asia and the rest of the Asia Pacific and report this to the International Sales VP for further Business Development, developing new partner relations with local VARs to handle client relations and immediate technical support.

Catherine Grace Espino-Tirol Page 3

Infrontier Philippines, Inc.

June 2001 – October 2006

Supply Chain Management Solutions

Marketing and Service Delivery Manager

Infrontier was initially created as the outsourced IT implementation team for the MetroPacific group, the company has later on expanded to provide their services to other companies, beyond the conglomerate. Directly reporting to the Country Manager, my primary role was to manage the after-sales technical support which is the first level support for all the various solutions that the company carries. My team is part of the hand over after implementation has been done, ensuring that all deliverables have been met, and user check list has been satisfied.

I was also responsible for creating sales and marketing initiatives for the Manufacturing and Distribution industry, specifically for the ERP, WMS and SFA solutions, as well as Marketing strategies for Exxat Time Keeping devices and Mobile Concepts Asia’s SMS solutions. Also responsible for the formulation of sales strategies and development of sales programs and Proof of Concepts based on market/customer segmentation. As well as spearheading marketing events such as E-Services at the World Trade Center, or events with Distributors and Manufacturers Association of the Philippines, Philippine Economic Zone Authority solution roadshows (Carmel Ray Industrial Park, Light Industrial Park), Philippine Retailer’s Association, Philippine International Sea Farers Association, and other events with partners.

Sun Microsystems Philippines, Inc.

January 1999 – June 2001

Channels and Alliance Manager

Reporting directly to the President/CEO, my primary task was to develop partner relations with System Integrator and Software Vendor partners.

Spearheading partnership events such as ERP conferences, CIO forums, Technical and Sales Training, Partner events, facilitates Strategic Accounts Sales Planning and developing programs focused on Partner Incentives, Application or Solutions Bundling, Volume Discounting, Training Programs, Partner Profiling and Creation of Go-to-market Strategies between chosen partners involving Sales Monitoring and Accounts Tracking for strategic accounts and partners.

As the single point of contact for all of Sun Microsystems’ partners, I also am able to create new sales opportunities for the different segment managers.

Ernst & Young, Punongbayan & Araullo

January 1996 – December 1998

Solutions Architect / Technical Project Consultant IT Consulting Group

Reporting to the IT Consulting Director, my task was to provide IT solutions to address client requirements. I was also tasked to be the local liaise for global accounts and pursuits. Coordinating and monitoring various vendor-partners to ensure that all projects are on schedule, service levels are being met, issues are escalated to the correct vendor. MAJOR PROJECTS:

1. Asian Development Bank - Finance & HR Pursuit Team– Together with IBM and SAP, the Pursuit team was a regional project undergone for the Finance and HR requirement of Asian Development Bank. The project took 7 months from conceptualization to submission of proposal. 2. Coca Cola Philippines – Y2K Transformation Project. I was technical lead, ensuring that all Financials, HR, Manufacturing, Supply Chain solutions are Y2k compliant and coordinating all reprogramming and recalibration efforts with the various solution vendor, more specifically SAP, IBM and Oracle. 3. Kraft Philippines – Y2K Transformation Project. I was technical lead, ensuring that all Financials, HR, Manufacturing, Supply Chain solutions are Y2k compliant and coordinating 4.Kellogs – Feasibility study – Under the Business Consulting group Catherine Grace Espino-Tirol Page 4

Cyquest Inc.

January 1994 –1995

Systems Analyst / Technical Consultant

Reporting directly to the President, I was tasked to project manage and/or develop programs running on OracleRDBMS, Forms and Reports development and systems analysis and implementation of Oracle Financials and Oracle Manufacturing.

MAJOR PROJECTS:

1. Jollibee Foods Corporation – Systems Analyst/Senior Programmer 2. Armed Forces of the Philippines- Retirement Separation and Benefits System (AFP-RSBS) – Senior Technical Consultant

3. Philippine Educational Trust Plans, Inc. – Systems Analyst/Senior Programmer Catherine Grace Espino-Tirol Page 5

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