Project Manager
Resume:
P C
PATRICK STEPHEN CONDE
*** ****** **. ***** ***** Park
Subdivision, Dela Paz, Pasig, 1600,
Philippines
+63-918******* adducz@r.postjobfree.com
COVER LETTER:
As an experienced Project Manager and Operations Manager, the posting in your company piqued my interest. After reviewing the job requirements and your company profile, I was excited to see that my qualifications, experiences and personal traits align with your needs and mission. I have previously managed Operations and worked on the inception and completion of projects for American and Australian clients.
I bring a set of talents that I believe will be valuable to your company. In my Project Manager and Operations Manager roles, I honed my abilities in Customer Service, People Management, Client Management, Planning, Operations Management, Communication, Teamwork, Setting & Managing Expectations, Time Management, Prioritization and Process Improvement, which have afforded me excellent Problem-Solving skills. My background and experiences are just what you need. Please allow me to show you what I could bring to the table.
- Patrick
S K I L L S
Project Management
Call Center Operations
Operations Management
Human Resources
Leadership
Schedule Management
Resource Management
Process Management
E D U C ATION
BSC - BUSINESS
ADMINISTRATION
University of Santo Tomas / España Blvd,
Sampaloc, Manila, 1008 Metro Manila
T R A I N I N G S
CERTIFIED HUMAN
RESOURCE
PROFESSIONAL ( CHRP)
Jun 2020
Astoria Plaza Hotel. Ortigas CBD, Pasig City
COACHING AND
L EADERSHIP
Nov 2009
ICT Group of the Philippines
Facilitator: Chot Reyes
BUILDING BUSINESS
ACUMEN: WHAT THE CEO
WANTS YOU TO KNOW
Dec 2009
/F Ateneo Professional Schools Center For
Leadership and Change, Inc.
Facilitator: Rene Montemayor
7 STEP COACHING
PROCESS
Jan 2008
ICT Group of the Philippines
Facilitator: Randy Redden
STRATEGIC AND ACTION
PLANNING
May 2008
ICT Group of the Philippines
Facilitator: Althea Va or
PRODUCTIVITY
Aug 2008
ICT Group of the Philippines
Facilitator: Jennifer Bremmer
S ERVICE EXCELLENCE
PLUS!
Aug 1998
SMART Communications Inc.
R E F E R E N C E S
MATT JACKSON
Flat Planet/MMW3Degrees
+61 2 9424 4018
adducz@r.postjobfree.com
ERWIN SY
Flat Planet Inc.
erwin.sy@ atplanet.com.au
JOHNO LIM
Altisource
adducz@r.postjobfree.com
JAN PAOLO LUCERO
Wells Fargo
adducz@r.postjobfree.com
WORK E X P E R I E N C E
PROJECT MANAGER
FLAT PLANET INC. / May 2017 - Jul 2020
/ 18F Robinsons Summit Building, Ayala Avenue, Makati City Managed schedules of Projects endorsed by Client Services; Conducts planning of high priority projects; Ensures that all expectations are set with clients and stakeholders; Coordinates with a team of Laser or Data Programmers; Oversees progress and presents it to stakeholders; Evaluates the Programmers’ performance; Noti es stakeholders in the event that deadlines will not be met; Conducts weekly meetings with programmers to discuss challenges with process and speci c projects. PROJECT MANAGER
EMAPTA Versatile Services / Oct 2015 - Sep 2016
/ 7th Floor, 6780 Building, Ayala Avenue, Makati City Managed multiple websites in production; acts of key contact of the clients; gathers requirements and speci cations of the client (design and functionality); Ensures that expectations are set with the client, including timeframes; Client/Website troubleshooting; Coordinates with the Web Development Team for website functionality; Coordinates with Art Directors for website designs; Trains the client to maintain their websites; Ensures that all phases of the projects are discussed and approved by the clients; Presents progress of all Projects to the Management Team. Risk Assessment
PROJECT MANAGER
THE DESIGN PEOPLE / Oct 2012 - Jan 2015
/ 21st Floor, Paci ic Center Building, San Miguel Ave., Ortigas Center, Pasig City Managed multiple websites in production; extensive client interaction and customer service; coordinated with the Art Directors for any revisions with the websites’ designs; coordinated with web developers for the content and functionality of the websites; Ensured that clients understood the expectations of building their website; Also ensured that the clients are happy throughout the process and the nished product (their websites); Client troubleshooting/Website troubleshooting; Walks the clients through the steps of making future basic changes in their website
(WordPress).
ASSISTANT MANAGER
IBM Global Process Services / Jan 2010 - Jul 2012
Managed a team of 15 Customer Service Representatives; Conducts regular performance coaching and mentoring; Provides real time feedback; Ensures that quality and grades of service are at goal; Directly reports to the Delivery Manager and assists with the implementations of directives; Conducts presentations to the Senior Delivery Project Executive; Performed administrative functions such as preparation and approval of daily time records, generation and interpretation of team statistics; Develops action plans for outliers
OPERATIONS MANAGER
ICT Group of the Philippines - SYKES / May 2006 - Jan 2011
/ 20th Floor RCBC Plaza Tower 2, Ayala Avenue, Makati City Leads a team of Team Leaders; Reports Directly to the Operations Director; Represents the account for internal and external calibrations; Disseminates nancial and procedural updates; Monitors team performance and adherence; Ensures that client’s Key Performance Indicators are met; Monitors/Interprets Avaya inputs and outputs; Reprimands and Issues sanctions to delinquent employees; Presents bi- weekly Business Reviews to the client and vendor managers; Conducts Compliance Audits; Facilitates daily meetings with the team; Goal settings; Tasks Management; Process Management; Performance Management and Monitoring Real Time escalations; Assists the Operations Director with the planning and implementations of new processes and directives; Scheduling implementations; Manage day to day performance and attendance of all teams; Regular Coaching of Team Leads and CSR's; Queue Management; Conducts internal calibrations with the team; Client Management; CSAT Management
T EAM L EADER
ICT Group of the Philippines- SYKES / Nov 2004 - May 2006
/ 20th Floor RCBC Plaza Tower 2, Ayala Avenue, Makati City Supports Technical Service Representatives for Queries beyond their handling; Represents the Account for Technical Conference Calls with the Client; Disseminates technical and procedural updates; Representative for Escalated Calls; Handles Team Performance; Monitors/Interprets Avaya and Blue Pumpkin inputs and outputs; Cross trains agents for added skills: Queue Management; Delivery of real time feedback; Tasks Management; Performance Management T ECHNICAL SUPPORT REPRESENTATIVE
ICT Group of the Philippines- SYKES / Jun 2004 - Nov 2004
/ 20th Floor RCBC Plaza Tower 2, Ayala Avenue, Makati City Provides technical support and operational procedures to end-users; Creates referrals for end-users that are in need of authorized service centers; Accepts escalated calls during the lack of Floor Supports; Part time Floor Support T ECHNICAL SUPPORT REPRESENTATIVE
Customer Contact Center/Source 1 Asia / Oct 2001 - Jun 2004
/ 1 E-commerce Ave., Eastwood City Cyberpark, Libis, Quezon City Provides Technical Support for: SONY Universal Remote Controls; SONY Cordless Telephones; SONY/JVC HI-Fi components; SONY/JVC Home Theater Receivers and DVD players; SONY/JVC Mobile Audio; JVC video cassette recorders; JVC camcorders; JVC televisions; BLACK and DECKER Power Tools. Provides AfterSales Service for: SONY/JVC dealer/service center locations; SONY/JVC presales; SONY SEL Services
MANAGEMENT TRAINEE
Suyen Corporation – BENCH / Apr 1999 - Jan 2000
/ Ground Floor, SM Megamall Building A
Schedules breaks & days off; Customer service; Handles in ow & out ow of cash & merchandise; Monitors cash & charge sales; Maintains Security of the store; Implements House Rules of the store; Evaluates staff for regularization; Serves corresponding sanctions to delinquent staff; Monitors performance of sales staff CUSTOMER CARE OFFICER
SMART Communications Inc. / Jul 1998 - Dec 1998
/ Progress 1 Building, East Avenue Quezon City
Schedules breaks & days off; Accommodates queries & complaints; Processes after sales requests; Monitors performance of Customer Care Assistants(CCA); Evaluates CCAs for upgrading; Disconnects reportedly lost units; Reconnects reportedly found units; Trains new hirees; Sets meetings for latest updates; Implements shift policies; Interviews & evaluates applicants for deployment; Serves sanctions for delinquent CCAs
T E L ECOMMUNICATOR
Infocom Telecom Networks / Jul 1996 - Jul 1997
/ 20th Floor Centerpoint Building, Garnet St. Ortigas Center, Pasig City. Encodes & transmits messages to subscribers; Edits or screens messages that connote threat, offense & obscenity; Acts as customer service assistant during graveyard shifts; Accommodates queries & complaints
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