Manager Store

ARNOLD C. GARCIA

Block ** Lot ** Yuho St. Amaresa Subdivision Barangay Kaypian San Jose Del Monte City, Bulacan 3023 Mobile: 091*-*******

Email: ***********@*****.***

Relevant Experience

Experienced IT Professional with overall 17 years’ experience. A strong background in Business Systems Analysis, Quality Analysis and People Management.

Immense experience in working with multi-cultural environment and delivered above and beyond customer satisfaction and high quality deliverable.

Excellent Communication skills and able to articulate in both functional and technical aspects in different audience at all levels.

Key Competencies and Skills

Experienced in Business Systems Analysis, People Management Skills Experienced in executing in building framework for BCP and BAU process Experienced in Risk Management

Experienced in onboarding new team members

Experienced in Sharepoint management

Experienced in Project management and sizing

Experienced in Quality Analysis and in depth knowledge of monitoring tools. Experience in Active Directory Management and Retail Incident Management Professional Experience

Wells Fargo Enterprise Global Services, LLC

Business Systems Consultant (Lead) Mar 2016 to Present

Delivers Inherent Risk Questionnaires and ensure due diligence requirements are complete for new candidate engagement records.

Executes annual recertification and ensure assessments are being finished accurately and on time.

Manages the Vendor Management System of Record

Liaise with business contacts and operational risk for training, resolve questions, assess user needs, and interpret third party risk requirements.

Recommends process improvement to efficiently handle the third part risk program

Identifies corporate actions logging and escalating material items to senior management team

Monitor and Evaluate risk acceptances and assist with approvals.

Facilitate evaluation of performance management for assigned engagements.

Manage and handles Share Point site for the whole line of business

Manages multiple applications for plan testing Business Continuity Administrator

Pipeline management – project sizing & coordination J.P. Morgan Chase Bank, N.A. – Philippine Global Service Center Business Analyst Feb 2015 to Mar 2016

Liaison between the line of business and the retail branch training in maintaining the overall health of the Branch Technology training lab in Manila.

Analyze Business and Data Requirements to understand the business needs and to determine how their applications can best functionally fulfill those needs.

Combine knowledge of what the business wants with knowledge of how the systems are built, how the data is managed, and used to create functional designs across applications.

Project implementation for ramp up for the business including technology issues and telephony

Technology & Asset Management.

Assist in the facilitation of training for Hardware/Applications, in partnership with the BTS Training team.

Retail PAC Incident Management

Security Liaison for ACF2 ID

Special Projects as assigned by the Service Desk Manager. Associate, Managerial Feb 2014 to Jan 2015

Responsible for Service Level Management and Average Handle Time Management

Priority 1 Issue Management and communication to other groups.

Responsible for incident escalation of issues not resolved by Tier 1 level support to administrators and other support teams.

Customer Satisfaction Report Daily and Weekly Reports

Responsible for staff performance evaluation, development and merit recommendations based on performance.

Recommend budget allocation for staff improvement & over-all performance.

Document, Develop and maintain any communication plans on outage, policies and procedures.

Review and allocate team members based on business need. Service Desk Supervisor Mar 2008 to Jan 2014

Responsible to majority of shift operations in the absence of Operations Manager – Training completion, Service Level Management, Cascade of updates, etc.

Manage the migration of new processes to the Retail Branch Technical Support/Helpdesk Operations

Responsible in recruitment, training, leading, managing & developing of Service Desk Agents

Responsible for Client Operations and Workforce Management

Responsible for generating client CSAT and AUX reports

Responsible in tracking emerging trends in call center operations by reviewing past and current impacting issues

IBM Daksh, Philippines Inc.

Assistant Manager for Operations Nov 2007 to Mar 2008

Collaborate with QA Specialists in improving CSAT scores SYKES Asia, Inc.

Team Manager (Supervisory) Jan 2006 to Nov 2007

Coached and mentored direct reports using data gathered from unit’s stack ranking and QA call monitoring

Developed individual progressive goals for team and holds them accountable for delegated task given to team members

Made sure that client expectations stipulated in the Statement of Work (SOW) is properly explained and met to direct reports

Developed and enhanced client relationship by engaging in drawing concrete action plans to achieve key performance indicators

Produced and delivered client and company related reports on time

Developed, grew and maintained employee experience, capability, and morale and job satisfaction thru consistent delivery employee engagement programs, assist agents in resolving conflict issues related to e.g. payroll.

Quality Assurance Officer (Analyst/Trainer) Oct 2003 to Jan 2006

Monitored Agents’ transaction with customer and rated them accordingly (Voice)

Point of contact (POC) for any team quality assurance requirements

Responsible for ensuring Team Leads have all undergone Sykes QA desired training need for them to do quality monitoring

Responsible for providing coaching specified agents thru one-on-one session on call handling and knowledge development

Developing weekly / monthly assignments of the team leads and ensuring that they are meeting their assignments

Facilitate quality calibration sessions between Sykes management, team and Client

Accomplish QA reports required by the Client or Sykes QA Team

Capture all monitor trend analysis

Work hand-in-hand with account’s training team to ensure that team is properly educated on any new support processes or procedures

Technical Support Representative Mar 2003 to Sep 2003

Answer inbound calls related to equipment diagnostics, general customer representative and customer inquiries

Consistent top three in cross selling & offer delivery

Best in Average Handle Time

Starbucks Coffee, Rustan’s Coffee

Barista Shift Supervisor Oct 1999 to Dec 2002

Responsible for majority of the shift operations in the absence of assistant and store manager

Supervise and direct partners in the provision of Starbucks Service Experience to customers including assigning specific tasks, apportioning work, directing partner work assignments and ensuring that partners are performing assigned duties in a manner which ensures the highest level customer service

Complete daily, weekly and monthly financial and reports

Developed ideas and initiative sales or quality service, customer satisfaction, reduced cost and waste or improved operational status

Provide Starbucks Experience to customers and partners at all times

Educate and assist customers in the selection and purchase of products

Maintain store appearance and equipment in a consistent manner

Consistent top seller for the branch

Education

Bachelor of Science, Major in Physical Therapy

Fatima University Medical and Science Foundation, Inc. 1998

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