Information Security Customer Service
Resume:
EXPERIENCE
OPERATIONS SUPPORT
SPECIALIST
ACCENTURE – PHILIPPINES
Client: European Multinational Telecommunications Company AIZA GALGANA
Operations Lead, specialized in Contract and Invoice Management
A successful professional, experienced in operations management for shared services for multinational clients specialized in Telecom Expense Management (TEM) and Contact Quality Management for TEM and Service Desk. 10 years of work experience in BPO Telecommunications industry – 8 years spent in managing a team. Highly committed to delivering customer service excellence and focused on ensuring total customer satisfaction. www.linkedin.com/in/aizagalgana
Role: Vendor Contract Negotiation Specialist
• Performed Telecom vendor contract status monitoring - including tracking of contract expiry dates, creating contract inventory, sending notification to client on expiring contract, and getting important contract details which will be used by Operations team
• Provided assistance to Procurement team on contract negotiation activities, including RFP and Benchmarking activities to check which plan is suitable for the client
• Assisted on contract negotiation/renewal activities of different projects, including providing summary of important contract terms, and providing recommendations if there are modifications needed Special Project:
• Implemented a process improvement on existing Operations process related to invoice audit being done - the idea generated $40,000 realized savings which the client approved and the Operations team adopted. This idea earned me a Silver medal in the Innovation site of the company OPERATIONS TEAM
LEAD
04.2014 – 01.2017
2 years, 10 months
Role: Invoice Management Team Lead
• Managed the overall activities of Invoice Management, including Invoice collection from Telco vendors, Invoice audit which involves detailed review of invoice charges, dispute management which is where the savings are generated and optimization of current mobile plans based on user’s usages which will also generate savings for the client
• Processed payments for Telco vendors using client’s Accounts Payable portal – this includes invoice reconciliation and credit adjustments, and monitoring of client’s PO amount Special Projects:
• Operational Excellence champion of the project who is responsible in preparing the project for Operational Excellence audits – from document preparation to actual audit
• Over-all Lead of People Engagement activities for the entire project who is responsible in implementing Engagement Activities and Rewards and Recognition programs. ACCENTURE – PHILIPPINES
Client: European Multinational Telecommunications Company PROFILE
Caloocan City, Philippines
***********@*****.***
Management, Analytical Skills, Problem Solving, Consulting, Operations, Financial, Business, Asset, Interpersonal Skills, Master’s Degree, leadership, communication, interpersonal, teamwork, logical, the ability to learn quickly, excellent customer service skills, organized, the ability to communicate technical information to non-IT clients and colleagues, flexibility and adaptability, time management skills
OPERATIONS SUPPORT
LEAD
04.2019 – 07.2020
1 year, 5 months
ACCENTURE – PHILIPPINES
Client: Service Desk, TEM and Security Operations projects Role: Contract Quality Management Team Lead
• Performed contract compliance assessment on different projects to check if they are operating according to the terms stated in the contract, including Service Delivery documents, Information security controls, and Business Continuity requirements
• Assisted projects on internal and external audits to help with the needed documents to be used for the audit and to work on the audit findings
• Provided recommendations to the project based on the audit result to help them operate based on what is needed in the contract
Special Project:
• Drafted internal company documents for newly acquired projects to help them with the project start-up and stabilization
• Reviews drafted contracts for renewal and provides feedback/recommendation SUBJECT MATTER
EXPERT
02.2010 – 01.2011
1 year
Role: Business Process Subject Matter Expert
• Point of contact of the team for any questions and is responsible in conducting RCA (Root Cause Analysis) on escalated items/work
• Supported the team lead/supervisor in providing guidance for the team by conducting brownbag sessions for different methods and procedure and work shadow exercise for new hire agents
• Passed the Berlitz language assessment and was tasked to be part of customer contact team who directly contacts the customer to resolve P1 issues. Special Project:
• Part of the GP2W (Great Place to Work) team who is responsible in planning different activities and programs to promote work-life balance
ACCENTURE – PHILIPPINES
Client: American Telecommunications vendor
A I Z A G A L G A N A Caloocan City, Philippines ***********@*****.*** +63-917******* LEASE
ABSTRACTOR
06.2007 – 02.2008
8 months
Role: Lease Abstractor
• End-to-end lease reading of different tenant in a Shopping mall
• Summarized leases into templates to highlight the responsibilities of Landlord and Tenant
• Provided report of common Landlord and Tenant responsibilities that will be used on new lease creation
EXIMIUS BPO INC.
Client: American Shopping Malls
TRANSSFORMATION
CONSULTANT
Role: TEMPO TRANSFORMATION PROGRAM (TTP) Consultant
• Identified and analyzed gaps in existing inventory, scoped impact of change for client and suppliers and mitigated impacts
• Collaborated with TEM tool technology provider to configure and enhance modules of the TEM Tool technology to accommodate stakeholders’ pain points in managing and projecting telecom expense
• Documented and transitioned system enhancements and upgrades to operations team
• Documented lessons learnt to be incorporated into phase two of the program ACCENTURE – PHILIPPINES
Client: British Banking and Insurance Holding Company 04.2013 – 03.2014
1 year
BUSINESS PROCESS
POC
ACCENTURE – PHILIPPINES
Client: American Multinational Financial and Insurance Corporation Role: Invoice Billing POC
• Acted as the POC for Invoice Billing Team whose main responsibility is to oversee the Billing team and assist them in all queries on billing processes – from billing discrepancy check, raising of billing disputes to vendor, generating savings for client and sending invoice payment thru AP portal processing.
• Conducted analysis of invoices, inventory and procurement data to build and cleanse financial inventory; which required coordination between the client and TEM tool technology provider
• Identified $54,310.96 amount of savings for 2 Telco vendors
• Supported data gathering and data migration preparation activities 02.2011 – 03.2013
2 years, 2 months
Role: Business Process Analyst
• Fallout order processing through thorough investigation and careful analysis of errors for a telecoms company.
• Coordination with other workgroups is also needed in handling different errors for order resolution. BUSINESS PROCESS
ANALYST
03.2008 – 02.2010
1 year, 11 months
ACCENTURE – PHILIPPINES
Client: American Telecommunications vendor
EDUCATION
AWARDS AND
CERTIFICATES
LANGUAGES
BACHELOR OF
SCIENCE
2003 - 2007
• (3) Accenture Gantimpala Awards – Philippines, 2014, 2016, 2017
• (2) A-List Awards – Philippines, 2011, 2013
• Top Team Lead for ICI, 2017
• Information Technology Infrastructure Library (ITIL) v3 Foundation Certified, 2015
• ACN-Comms Tech Industry Generalist Certification, 2015
• Master Certified Telecom Management Professional, AOTMP, 2013
• Platinum Certified Telecom Management Professional, AOTMP, 2013
• Gold Certified Telecom Management Professional, AOTMP, 2013
• Silver Certified Telecom Management Professional, AOTMP, 2013 Economics
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
MANILA CITY, PHILIPPINES
ENGLISH
TAGALOG/
FILIPINO
TRAININGS
• ISO 22301 (ISMS) Training, Accenture - 2019
• Business Continuity Management Training, Accenture - 2019
• Progressive Critical Behavior, Accenture - 2019
• High Performance Coaching, Accenture – Philippines, 2018
• Accenture Program, Project, and Service Management school training - 2017
• Design Thinking, Accenture – Philippines, 2017
• Six Sigma Foundation Training (Yellow Belt), 2016
• Introduction to Business Analytics Program, Accenture – Philippines, 2015
• Effective Cross-Cultural Communication, Accenture – Philippines, 2013 TOP 10 CLIFTON
STRENGTHS
RESULTS 2019
POSITIVITY
LEARNER
INCLUDER
ACHIEVER
INTELLECTION
SKILLS
COLLABORATION
PROJECT/OPERATIONS
MANAGEMENT
CONTRACT MANAGEMENT
QUALITY MANAGEMENT
INVOICE MANAGEMENT
CRITICAL THINKING
COACHING
A I Z A G A L G A N A Caloocan City, Philippines ***********@*****.*** +63-917******* DEVELOPER
HARMONY
INPUT
ARRANGER
RELATOR
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