FRANCISCO E. AGUIRRE

# ** ****** ******, ****** ******, Quezon City

+63 917-***-**** +632-***-****

adf1mk@r.postjobfree.com

HIGHLIGHTS

Summary of Work Experience

* **** ********** ** ****eting communication and account management role in the marketing communication industry.

– Manage the marketing activities and project implementation for below the line advertising needs for multinational companies.

15 years leadership role in the Business Process Outsourcing and Shared Services Industry

– Manage the general operations of a Business Process Outsourcing and Supply Chain Management and Finance Shared Services (Source to Pay) environment. Responsible in developing a competitive advantage and innovative culture.

A life coach. A community volunteer dedicated to the holistic change and organizational management.

Competencies Built

ORE KNOWLEDGE, SKILLS AREAS, AND FUNCTIONAL EXPERTISE

Personnel and Labor Development Sales Training and Management

Change Management Virtual Team Management

Project Management Process Creation and CI (Continuous improvement)

Implementations Leadership Leadership Development

Client Management Quality and Data Analysis

Strategic Planning and Corporate Strategy Audit and Compliance Management

Performance Analysis and Management Conflict Resolution

ORK EXPERIENCES

Employment Summary

RE

GLOBAL BUSINESS SUPPORT MGR, World Vision International, January 2018-PRESENT

STRATEGIC BUSINESS UNIT MANAGER II, Xerox Business Services Philippines, February 2012-December 2017

DELIVERY MANAGER, IBM Global Services, May 2010-February 2012

UNIT MANAGER, Convergys Phils, June 2007-May 2010

TEAM SUPERVISOR, Peoplesupport Phils, May 2005-May 2007

ACCOUNT MANAGER, dotcomm, inc., May 2000-Feb 2005

Education

MASTER IN TECHNOLOGY MANAGEMENT, University of the Philippine, June 2018

CERTIFICATION IN ORGANIZATIONAL DEVELOPMENT, De La Salle-CSB, July 2009

SIX SIGMA TRAINING, Ateneo De Manila University – Continuous Education, November 2014

POST-GRADUATE IN STRATEGIC MARKETING MANAGEMENT, De La Salle-CSB, May 2008

BACHELOR OF ARTS IN COMMUNICATION, Lyceum of the Philippines Batangas, May 2000

E

Career Highlights

Operations

World Vision Shared Services

Manage the overall global shared services support operations, and lead the implementations of the Customer Management and Operations in different platforms such as chat, voice, and automation.

Accomplishments:

-Set up the operational support teams in PH, and in Ghana. Focusing on capacity readiness and operational quality performance of different global teams.

-Led the Next Gen Training program for middle leaders and staff

-Provide Continuous Talk and Follow Through (Kaizen, Six Sigma) for global shared services support staff.

-Led the CSAT and Customer Journey, and Value Stream Management Program for Supply Chain and Procure to Pay environment

-Implement operational strategies that is align to the Core Values of the Organization

Xerox Business Services

Launched a start-up customer vertical program in 2012, Xerox Business Services Philippines. The program grew from 5 employees to 200 headcounts.

Accomplishments:

-Managed multiple line of businesses and campaigns. Experienced in Voice and Non Voice programs.

-Created and launched performance management and monitoring process for different programs.

Improved operational strategies to meet client’s Service Level Agreement and shareholder’s

expectation

Improved Quality Metrics from 91% to 97%, Xerox Business Services Philippines.

Improved CSAT performance from 85% to 92%, Xerox Business Services Philippines. Consistently led

vendor ranking across all channels, i.e. Voice, Chat, Email and Social.

Implemented Cost and Efficiency project to improve the bottom line.

Human Resource, Recruitment, and Training

Streamlined operational processes to support recruitment to ensure hiring is completed on time.

Spearheaded successful initiatives to improve employee satisfaction and retention.

Implemented mechanism for a regular Reward and Recognition program.

Led employee engagement activities to improve collaborative relationships within the organization.

Supported Training Team to ensure that required training is effectively completed on time with optimal results.

Led pioneer team of "train the trainers" certification for Customer Service/Account Certification in the US.

Upheld company processes and human resource guidelines.

Collaborated with functional groups in continuous management development of operation leaders.

Profit and Loss

Responsible for full P and L (budgeting, forecasting, and variance analysis).

Assisted Finance Director in drafting a pragmatic budget, determining cost effectiveness of site-wide action plan.

Responsible for overall shareholder reporting on revenue and cost reporting.

Prepared client billings and follow-ups.

Other highlights

Collaborated with PEZA required duties.

Led efforts to uphold compliance in all organizational standard processes and procedures.

Led efforts to uphold compliance in all contractual obligations (all government requirements).

Led several transition program transfers and implementations.

Trained Six Sigma Black Belt.

Lean Six Sigma Practitioner.

Life Coach.

President’s Club Award 2013, Xerox Business Services Philippines.

20/20 Award 2014, Xerox Business Services Philippines.

Trainings Attended

Six Sigma Training

Business Process RPA

Frank Covey Seminar Series

Continuous Improvement (Kaizen)

Situational Leadership

Managing Accelerated Performance

Effective Governance

Management Development Program (Mentor)

OM Coaching Made Easy

Performance Management System and Appraisal Discussion

Human Resource Case Handling Training

Seven Habits of Highly Effective People

Leadership Excellence Program (Organizational Change Consultants International., Inc.)

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