Manager Customer Service
Resume:
Trisha Lourdes E. Manlangit
***************@*****.***
QUALIFICATIONS SUMMARY
18+ years of progressively responsible operations and project management, administration, finance and customer service experience with excellent computer skills and substantial management experience in the private sector. With an earned reputation for priority-setting, commitment, teamwork, and customer-service.
EXPERIENCE AND ACCOMPLISHMENTS
ACCENTURE, INC.
Senior Manager - Talent Supply Chain
Advanced Technology Centers in the Philippines Talent Supply Chain Lead
1/2019 to present
Develop & implement strategies for resource planning, scheduling, supply/demand management.
Design, build, communicate & execute programs, policies & processes for these functions to support business goals.
Supply/Demand & Scheduling: Oversees one or more of the functions in this area including Client Supply/Demand Management, Resource Pool Supply/Demand Management and Scheduling Process Management.
Works with business leaders to set and adjust strategic direction and actions to keep supply/demand in balance and provide consultative, problem-solving support for business issues when escalated.
Collaborates with HR CoEs, HR Business Partners and HR Service Delivery teams to prioritize, develop and implement initiatives that are practical and effective. Manage relationships with stakeholder group and key individuals and partner with multiple cross functional teams.
Prepares and presents management analysis using key metrics, articulating the underlying story behind the results. Recommend and implement specific actions to address any issues.
Work with HR Business Partners / HR Leads to facilitate key Talent Supply Chain discussions and decisions with the business. Drive and/or participate in decision-making for staffing decision that needs escalation
Senior Manager - Business Operations
Advanced Technology Centers in the Philippines Operations/PMO Lead for the Digital and Data Industry Group
Global Data Business Group Operations Lead
Digital and Data Business Group Engagement Lead and Chief Happiness Officer
6/2012 to 12/2019
Established a professional finance function within the portfolio projects and Industry Group to ensure the timely provision of project funding and effective financial control.
Analyzed the group’s financials (local and global) – profitability, budget vs actuals etc and provided recommendations to make sure budgets are properly utilized and allocated.
Took the lead in ensuring that the project has effective processes in place to identify, monitor and resolve issues and changes.
Ensured that current and future projects in the group are equipped with enough human resources of the right skills, at the time they are needed, and that those human resources are used as efficiently as possible
Took the lead in ensuring that the project and Industry Groups have effective processes in place to identify and monitor risks, have access to reliable and up to date information about risks, and uses the appropriate controls and actions to deal with risks.
Provided a reporting service to Managing directors and Executives of the projects. Collated base data and generated reports to multiple audiences through aggregated data.
Resource Management – Developed and delivered on forecasts, budgets & profitability. Worked closely with the client, Operations, Recruitment teams to onboard the right skill sets of employees for project delivery.
Problem Solving - Identified obstacles to plans, business goals and objectives and recommend and implement solutions
Policy/Compliance - Participated in the development and implementation of industry policies, monitor and ensured compliance within the governing area of responsibility
Communication – Facilitated governance with internal/external project team members and stakeholders to highlight project status and schedule, risks and issues along with action plan or control
Planning - Participated with senior leaders in strategic planning and assisted with the development of strategic goals
Training - Liaised with Training, Recruitment to hire accurate skill sets for new capabilities and develop training roadmaps for new business in coordination with Knowledge Transfer and Knowledge Management teams.
Engagement Lead and Chief Happiness Officer
oAnalyzed the level of happiness in the workplace – this involved interviewing employees to gather their views on current working conditions and letting them participate in coming up with activities that will generate high participation.
oWorked with other executives to develop and implement policies that enable or encourage a happy working environment.
oDeveloped effective employee benefit programs together with the HR team.
oHelped employees to create personal visions that are linked to the organization’s vision.
oGenerated creative ideas for boosting employee happiness in the workplace – this may involve redesigning the working space, creating fun activities to motivate and empower employees.
oProvided personal advice to employees (aka meaningful conversations) who may reach out for help, guidance or even inspiration.
AVANTE INTERNATIONAL TECHNOLOGY, INC
Manager, Solutions and Project Management – 6/2008 to 5/2012
Responsible for managing the implementation of projects.
Managed projects with overall responsibility for the account (i.e. service delivery, sales, operations, finance, IT, HR)
Acted as the principal client contact and manage the client relationship including regular liaison meetings by phone, or in person as needed, to ensure customer satisfaction.
Acted as a liaison between functional groups to deliver projects on time, within budget, and according to specifications.
Tracked and communicated program requirements and status to clients and internal team members.
Worked with internal departments and clients to ensure tasks are completed on time and within identified budget and quality measures.
Consistently tracked and managed program timelines while coordinating the resolution of program changes, issues, and risks.
Facilitated post launch reviews to identify successes and opportunities for improvement.
Worked with internal teams, and clients to provide input to proposals, business requirements, and Statements of Work.
Supported and identified business and service improvements i.e. tools, templates, processes
Supported the team in completing RFPs/proposals, participating on Sales Visits and Client Profitability initiatives.
CRIMSONLOGIC PHILIPPINES, INC.
Operations and Business Support Manager – 11/2003 – 5/2008
Project/Operations Management
oProject managed Singapore and Canada Support Operations
oEnsured high competence level of all staff through optimum hiring, training and development, appraisal and motivation techniques.
oMonitored employee’s performance and service to customers.
oProvided guidance and help to customer service representatives in resolution of difficult subscriber questions and/or problems.
oResponsible for directing productivity reporting, time sheets, schedule adherences and policy implementation
oEnsured all company metrics and targets are met.
oManaged the overall function of the Singapore and Canada business operations.
oAssisted in staffing levels through efficient scheduling and adjustment to meet peak service demands.
oEvaluated and assessed decisions based on company values and goals and company needs.
oDefined improvements for processes and procedures, and implemented solutions.
oResponsible for developing and implementing project/action plans.
oProvided over-all assistance to both Canada and Singapore offices to drive the business at its optimum level.
Office Management
oProvided support to the Philippine office on various aspects of the business, including administration of the team’s office services.
oLiaised directly with the head office in Singapore on various corporate matters including human resource, finance and administration.
oPrepared monthly defined reports such as expense report and office budget costing report.
oAssisted the Country Manager in managing budget for the Philippine Office.
oProvided support throughout meetings, trainings and team activities
oCoordinated logistics arrangement for Marketing related team activities and trainings.
E-TELECARE INTERNATIONAL, INC.
Assistant Team Leader – 03/2003 – 09/2003
handled a team of 10 Customer Service Associates (CSA’s)
monitored the CSA’s performance on the floor in terms of sales performance, auxiliary deviation, quality assurance and wrap-up time.
performed leads management and analysis to make sure that the leads being dialed would be maximized.
provided leadership, guidance, and support to the agents to ensure the creation of a positive (productive) work atmosphere and team spirit.
conducted teaching/coaching sessions with CSA’s to ensure high sales performance and quality assurance standards.
maintained a high level of proficiency with regards to client's services, policies, and site. Ensured timely, accurate and consistent delivery of updates to the CSA’s. Disseminated client-specific information. Provided clarifications and guidelines to enhance CSA’s understanding and competence relative to client-specific information and handling different customer transactions.
assumed responsibility and accountability for the team by ensuring coverage, productivity/efficiency, and quality of service delivery.
documented and escalated real-time internal and external IT issues, customer and client process issues.
Subject Matter Expert
facilitated Client Specific Training for CSA’s and Team Leads for one the leading telecommunications companies in the U.S.
handled Refresher Programs for tenured CSAs to ensure that they are aware of changes in product information to ensure quality standards.
ensured that CSA’s would have exemplary grasp of product information, objection resolution model and call model of control.
performed call guide drills to CSA’s to make sure that they would have excellent probing skills, minimal fillers and pauses.
took in escalated calls from CSA’s who would have difficulty closing sales.
Business Development Team – Member
attended round-table meetings with prospective clients
gathered potential CSA’s with strong command of English to share their experiences within E-telecare with prospective clients.
Customer Service Associate – 09/2002 – 3/2003
piloted an outbound sales program for one of the leading telecommunications companies in the U.S.
made outbound calls for one of the largest online business directories in the U.S.
top 3 Outbound CSA (November-December 2002)
top 6 Outbound CSA (October 2002)
FG FINANCIAL COMPANY, INC.
Account Officer – 02/1999 – 06/2001
acted as front-liner or customer service representative for the company.
received and entertained client’s calls, queries and follow-ups.
processed loan applications, maintained records and monitored status of accounts (private and government).
coordinated closely and regularly with Account Officers from the Head Office and Branch Managers from regional offices regarding the day-to-day marketing activities, updated the status of proposals made as well as status of accounts (whether for follow-up, approval or billing).
handled and monitored post-dated checks of borrowers.
prepared reports and required documents such as: client’s application forms, weekly and monthly marketing and production reports, credit application memoranda and the like.
scheduled appointments and maintained calendars for the Vice-President, Marketing Department
Trainings
ITILv3 certified
Communication Assertiveness Training
Project Management Essentials
Problem Solving and Decision Making
Leadership skills training
Speech Training
American Culture and Geography
7 Habits for Highly Effective People
Service Excellence Plus Training
Credit Management and Analysis
Financial Analysis
Interests
Traveling, Surfing the internet, Music
Education University of Santo Tomas, Bachelor of Science in Biology, 1997
Top 10% College of Science batch ’97
Consistent Dean’s List, ’94-‘96
Contact this candidate