Manager Project
Resume:
Floriza Faller-Reforsado
Address: ** ******* **. ********* *, Filinvest 2, Quezon City 1126
Phone: +63-917-***-****
Email: addu4j@r.postjobfree.com
PROFESSIONAL SUMMARY
As an experienced Project Manager/Leader, I am responsible for implementing and maintaining standard Service Delivery Management processes for regional clients which include as follows:
• efficient delivery of contract managed services
• high-level client satisfaction and maximized customer retention
• additional services developed for supplementary needs of the clients
• strong relationships not only with clients but also with stakeholders globally In summary, acquired skills include:
• 10+ years of professional experience in different areas of management, including project, scope, time, quality, human resource, communications, risk, and stakeholder management
• Extensive experience in project and operations management: delivering projects on-time and within budget, meeting milestones, and conducting efficient communication across different departments in the organization
• Experienced in test development (strategies, test plans, and test cases), software production and product management, quality assurance & test executions and supervision of web applications mainly for online registrations, school portals/systems, online payments and merchant accounts, transportation applications, online stores and web-based point-of-sale systems
• Equipped in managing digital production teams and operations in a digital advertising and marketing setup, computer and IT services/solutions, as well as retail services
• Able to work on multiple projects at the same time in an efficient, organized, and timely manner.
• Knowledgeable in Software Development Life Cycle process from requirements gathering, designing, coding, builds, and maintenance of a system by having a good understanding of the business process
• 10+ years of experience in customer service, sales and technical support, interpersonal and written communication skills, relationship management, team leadership, global/regional
(multi-market/language) accounts, digital strategy, campaign management, and supplier/workforce coordination.
• Specialized in building strong relationships with clients as well as with co-workers and stakeholders globally
• Confident in managing and working with teams located in different parts of the world EDUCATION
College: 2001-2007. University of the Philippines – Diliman, Quezon City Bachelor in Library and Information Science (Major in Information Systems) Bachelor of Science in Materials Engineering
Secondary: 1997-2001. Quezon City Regional Science High School Primary: 1991-1997. St. Mary’s College of Quezon City 2 of 9
WORK EXPERIENCE:
• Global Service Delivery Manager
ShipServ Ltd (ROHQ) – Philippines
September 2017 – May 2020
• Senior Project Manager (Project-based)
Mirum Digital Agency – Philippines
February 2017 – May 2017
• Operations Manager / Project Manager
PC Bargain Corporation – Saipan CNMI, Guam, USA
September 2016 – January 2017
• Project Manager / Digital Producer
March 2014 – July 2016
• Network Operations Manager (APAC)
March 2014 – December 2014
Wunderman International – Philippines
• Financial Consultant
(Licensed by Insurance Commission of the Philippines) Pru Life UK – Philippines
March 2014 – June 2017
• Project Manager
November 2011 – October 2013
• Full-time Product Supervisor for web applications (for 4 programs) November 2011 – October 2013
• Team Leader and part-time Product Supervisor (for 4 programs) May 2011 – November 2011
• Customer/Technical Support Representative (for 5 programs) May 2010 – May 2011
• Account Manager (for 5 programs)
May 2010 – May 2011
Distributed Website Corporation – rSchoolToday Division
(www.dwebsite.com, www.rschooltoday.com)
• Analytics Associate for Data Mining – Analytics Team MAERSK Global Service Centres Philippines Ltd.
Business Support Services Department
November 2009 – March 2010
• Sales Account Manager (US Government Division – Human Resources Team) DuPont Sustainable Solutions Philippines – Learning and Development
(formerly Coastal Training Technologies)
August 2007 – February 2009
• IT Department Staff / Trainee
Makati Business Club
June 2006 – March 2007
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DETAILED WORK EXPERIENCE
I. SHIPSERV CI PHILIPPINES (ROHQ)
Position: Global Service Delivery Manager
September 2017 – May 2020
Work Description as a GSD Manager:
• Single point of contact for services and products delivered to clients, including but not limited to, IT integrations projects and marketing solutions
• Ensures products and services are delivered to meet the contractual requirements, and coordinates with different parties to ensure quality and on-time delivery
• Works closely with account managers to help them optimize the lifetime value of the client
• Identifies and envisions business improvement opportunities, present quality business cases that outlining the risks, cost and potential benefits effectively
• Engages in pre-sales activities for accessing technical feasibility and risks for the projects
• Actively seeks enhancements and makes recommendations for new processes to improve efficiencies or rectify inaccuracies or information gaps
• Maintains a thorough understanding of the relationship between the electronic data and other company business systems
• Responsible for validating client data to ensure it meets standard data requirements
• Creates Data Mapping standards and framework to drive consistent approach and structure for Data Transformation across systems and provides service of the highest quality and accuracy in a timely manner
• Provides technical support to the teams
• Supports ad hoc projects as required in support of the various team Product specific tasks:
• Responsible for implementing a supplier efficiency program called BuyerConnect, which would enable suppliers to lessen manual data entry work by using automation
• Assists with the needs of new clients including integration, user training, and escalations
• Coordinates ongoing team projects and resolved system, process, and participant issues with cross-functional team members
• Manages internal stakeholders and external customers to consult on technical solutions, project planning, issue resolution, and implementation assessments
• Ensures internal and external SLA's are met
II. MIRUM DIGITAL AGENCY – PHILIPPINES
Position: Senior Project Manager (Project-based)
February 2017 – May 2017
Work Description as a Senior Project Manager:
• Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies
• Collaborates with account and resource managers, chief technology officer, creative, and producers to manage concurrent projects from the earliest concept stage to deployment and ensure all projects are flawlessly executed
• Develops and manage all day to day operations, timelines and budget reports 4 of 9
• Sets expectations for project teams and enforce deadlines for deliverables
• Oversees other project managers to ensure accurate and thorough status reports and other key documentation
• Mentors, motivates and rewards other project managers during challenges, learning opportunities and successes
• Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements. III. PC BARGAIN CORPORATION – SAIPAN CNMI and GUAM, USA Position: Operations Manager / Project Manager
September 2016 – January 2017
Work Description as an Operations Manager
• Ensures that all performance issues, and other issues within the different branches, are addressed in an appropriate and timely manner
• Operational tasks: contributes information and recommendations to strategic plans and reviews; prepares and completes action plans; implements production, productivity, quality, and customer-service standards; resolves problems; completes audits; identifies trends; determines system improvements; and implements change
• Financial objectives: meets forecasting requirements; prepares an annual budget; schedules expenditures; analyzes variances; initiates corrective actions
• Human resource involvements: reviews the process on selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicates job expectations; plans, monitors, appraises, and reviews job contributions; plans and reviews compensation actions; enforces policies and procedures
Work Description as a Project Manager:
• Involved in planning stages through to the implementation of a program or solution
• Assigns tasks, develops a timeline, and sets the budget for the project
• Coordinates meetings between team members and monitoring their ongoing progress
• Develops the scope and goals for the team during each step in the process; development of criteria or measurable data to determine the success of a project
• Establishes contingency plans with backup resources and accommodations for prospective delays
• Resolves conflicts and obstacles to keep the project on track
• Analyzes the results against a defined set of criteria
• Provides detailed reports of the project's progression that include budgets, milestones and analyses of implementation
IV. WUNDERMAN INTERNATIONAL – PHILIPPINES
Positions:
1. Project Manager / Digital Producer
March 2014 – July 2016
2. Network Operations Manager for APAC region
March 2014 – December 2014
Work Description as Project Manager / Digital Producer: Project Management Office is responsible for everyday supervision of the production team that ensures efficient, standards compliant, deadline-ready projects for clients. 5 of 9
Main responsibilities include:
• Building initial definition and leading the planning stage for all development projects by assisting in the scoping of the project, identifying the required resources and developing business case
• Developing and managing detailed project plans as well as project documents such as project schedules, resource plans, status reports and others in conjunction with the clients’ project
• Identifying leverage opportunities based on experience gained from other projects and recognizing project resources and hardware requirements
• Managing and actively participating in the design, configuration and testing of the application or services rendered by third-party or internal suppliers
• Enforcing project standards and ensuring all required project documentations are complete, current and properly documented
• Key person in the development and implementation standards and best practices
• Researches and/or develop the necessary tools as required to support the overall program management operation and processes
• Works closely with Project Management Office to ensure the product and service delivery, deployment and maintenance of the application/service
• Responsible for resource management of the development team with the following functions: o Works with the client and production team for the resource requirements of people, tools, trainings and other requirements needed
o Manage resource conflicts and works with client on the prioritization of tasks o Reports on the resource allocation and utilization and working with offshore counterparts on ensuring full utilization of each team o Performance management and performance assessment of the production team including coaching/mentoring staff
o Process management
Work Description as Network Operations Manager for APAC region: Network Operations team ensures that the global team is connected with the local market leads, and manage the flow of relevant updates from local back to global through an effective project management approach. My role’s efforts allowed global campaigns to exhibit consistency from country to country, provided good recognition for great ideas and service, and gave local agencies more materials with which to come up with new campaigns. Main responsibilities include:
• Coordinates the implementation of global projects in local markets – specifically those located in the Asia-Pacific region with regards to shared assets, digital campaigns and Facebook applications
• Being the first line of support for questions relating to global campaign assets, making the assets, ideas, tools and case studies from other markets available for use by the local teams
• Hosts bi-weekly calls for APAC region, presenting the global project updates and interacting with the relevant local Wunderman stakeholders to obtain detailed info around their activations and campaigns
• Conducts monthly utilization report for the entire APAC region workforce and discusses it with APAC Regional Director
• Facilitates the adoption of global assets, tracking markets’ use through ad-hoc reports, defining recommendations for improvements to global toolkits
• Communicates the results for successful local campaigns to other APAC markets and presenting it to the global team
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• Encourages pick-up of ideas, assets or campaigns that are developed by other markets and track what’s been leveraged through a dedicated survey, whose results clearly prove the total monetary value saved by the client
• Gathers and checks markets’ case studies around their local campaigns/assets, collating them in a deck shared through a monthly newsletter
• Creates and sends out the weekly APAC newsletter, including project updates, best local practices and market intelligence
V. PRU LIFE UK – PHILIPPINES
Position: Financial Consultant
March 2014 – June 2017
Work Description as a Financial Consultant:
• Assesses clients' financial situation by gathering information regarding investments, asset allocation, savings, tax planning, retirement planning, and estate planning; evaluating risk tolerance
• Develops financial strategies by guiding the clients in establishing their financial goals; matching goals to situation with appropriate financial plans
• Obtains clients' commitment by explaining proposed financial plans and options; explaining advantages and risks; providing explanations; alleviating concerns; answering questions
• Monitors clients' financial situation by tracking changes in wealth and life circumstances; analyzing financial plan results; identifying and evaluating new financial strategies; recommending changes in goals and plans.
• Provides financial management information by preparing financial status analyses and reports
• Updates job knowledge by tracking financial markets, general economic conditions, and new financial products; participating in educational opportunities; reading professional and technical publications; maintaining personal networks; participating in professional organizations
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. VI. DISTRIBUTED WEBSITE CORPORATION (www.dwebsite.com) rSchoolToday Department (www.rschooltoday.com)
Positions:
1. Project Manager / Full-time Product Supervisor (for 4 programs) November 2011 – October 2013
2. Team Leader and part-time Product Supervisor (for 4 programs) May 2011 – November 2011
3. Customer Service Representative/Account Manager (for 5 programs) May 2010 – May 2011
Work Description as Project Manager (Technical):
• Responsible for performing over-all Test Processes from Analysis, Test Development to Test Execution for programs/projects: Class Registration, rSchoolStore, Transportation Requests, Online Activity Registration
• Develops Test Plans, Test Strategies, and Test Cases 7 of 9
• Executes manual tests on admin side and public side on different environments (Staging, Test and Live Sites)
• Coordinate with the 3rd party vendors: Integrated Circuit, WordWare, JMC, Skyward
• Develops test cases based on user complaints and stories
• Defects/Bug Reporting and Management using Bugzilla and Redmine
• Participates on meetings with different departments for project management and testing following Waterfall/Agile methodology
Work Description as Product Supervisor (Support Team):
• Responsible for handling all reported bugs, prioritizing them, and sending a list of all urgent bugs to the development team weekly
• Makes sure everything under the assigned products is properly reported.
• Provides staff and new-hires training that comprises full basic product training and its connection to other products/programs
• Holds at least three or more staff training sessions per month and makes sure all Customer Service Reps and Team Leaders are aware of new features released and their proper behavior
• Permanent team counselor, always available for any question that a team member or team leader might ask about the queries they are handling and makes sure that each member is continuously improving
• Responsible for maintaining good relationship with VIP clients and attending to their needs or complaints when the team member and team leader are not capable to do so
• Verifies who should be getting ready for the next certifications in the product
• Overall in-charge for certifications and for appointing/promoting of new seniors in the products Work Description as a Team Leader:
• Monitors and makes sure every member of their team follows up on clients correctly
• Allocates accounts within team members
• Checks invoices of the team members daily and approving overtime hours
• Evaluates performance of the team members
• Handles escalated calls or issues, working with VIP clients
• Facilitates weekly meetings with team members to talk about the status of all their accounts
• Coordinates training and assigns work pals for new team members
• Prepares monthly performance evaluation sheets and reports to the Product Supervisor and Manager
• Assists in testing programs before reporting to the Product Supervisor
• Responsible for building the overall team spirit Work Description as a CSR/Account Manager:
• Provides customer service and technical support through email, trouble tickets, live chat and phone calls for schools and districts in the United States for their websites/portals
• Responsible for maintaining good relationships with a client or group of clients for them to continue using the products
• Helps in setting up the websites/programs for the new clients 8 of 9
VII. MAERSK GLOBAL SERVICE CENTRES PHILIPPINES LTD. Business Support Services Department - Analytics Team Position: Analytics Associate for Data Mining
November 2009 – March 2010
Work Description:
• Maintains good relationships with stakeholders by actively engaging in discussions for all internal information requirements and assisting them with data/process requirements
• Provides proactive feedback, following-up and communicating of delays to stakeholders
• Develops reports with pivots/macros using Business Objects systems and spreadsheets
• Manages reporting process on assigned reports to be carried out in a timely and accurate manner
• Suggests improvements to be added to each report
• Ensures support documentation is up-to-date (SOP/IOP) VIII. DUPONT SUSTAINABLE SOLUTIONS PHILIPPINES (formerly Coastal Training Technologies) Government Division – Human Resources Team
Position: Sales Account Manager
August 2007 – February 2009
Work Description:
• Maintains good working relationships with existing customers to identify opportunities through regular communication
• Establish new and continuous rapport with new clients
• Generates and follows up prospective sales leads for human resources training solutions
• Manages the sales cycle through closure
• Identifies new sales opportunities
• Defines customer requirements and needs
• Prepares and presents proposals to prospective customers
• Develops and maintains sales tracking report
IX. MAKATI BUSINESS CLUB
Photo Exhibit Team for Makati Business Club’s 25th Anniversary Position:
IT Department Staff (October 2006 – March 2007)
Trainee (June 2006 – September 2006)
Work Description:
• Assists in designing the image database of the company
• Gathers, scans, saves and organizes photos of all the events of the company that took place within 25 years to the company’s image database
• Organizes the photo exhibit for an event: the 25th anniversary celebration of Makati Business Club
• Categorizes and classifies library collections in addition to gathering and organizing of photos to be stored in the database
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TRAININGS and SEMINARS
INDUSTRY/PRODUCT SPECIFIC TRAINING. Project Management trainings, Leadership/management trainings, Financial Planning trainings, rSchoolToday web applications for schools/districts trainings, Chase Paymentech Merchant Accounts Training, various topics for Human Resources and Workforce, Leadership Development, Supervisory and Managerial Training, Account Management Training DATABASE TECHNOLOGIES. Oracle, SQL, PL/SQL, Oracle Forms and Reports WEB DEVELOPMENT. HTML, JavaScript, CSS, Linux, MySQL, PHP CHARACTER REFERENCES
*Available upon request
Contact this candidate