Manager Customer Care
Resume:
JOSEPH M. GONZALES
*** ************, ******* ****
Valle Verde 2, Pasig City
(0920) 655.5541
(0927) 693.6938
e-mail: ***************@*****.***
WORK SUMMARY
Project Management – part of 5 pioneer accounts in the Philippines.
ITIL v3 Foundation certified, ITIL Incident/ Problem Management (ITSM).
Agile Scrum trained and certified – Project management & Service Management (APM).
HRIS Payroll System – HRIP trained.
Managed multiple sites (local and global). SLAs of each site part of metrics and scorecard.
Managed an account with 700+ FTEs globally.
Dell Certified trainer – Desktop and Laptop.
Educated and worked globally.
WORK EXPERIENCE
Jul 2018 to Apr 2019 Sr. Manager IT Client Services
Sykes ROHQ
Provide regular updates to clients on the progress of customer service projects and campaigns that directly affect each client.
Liase with all IT support groups (Systems, Telephony, Network teams) in managing multiple sites being managed by IT team.
Develop open and effective channels of communication with each client that can be employed by other departments as well.
Coordinate internal projects and determine the best utilization of resources to increase customer satisfaction.
Encourage revenue growth by inspiring clients to expand and add services.
Become the reliable IT point of contact for each customer that is required to establish a strong business relationship.
Manage projects for APAC accounts (21 Accounts/ LOB assigned – Financial, Insurance, Technical Accounts).
Sep 2014 to Mar 2018 Service Deliver Manager (AP/EMEA)
IBM - GTS, Solutions, Delivery & Transformation
Achieves targeted performance levels for the operations by real time monitoring of the program performance and making adjustments to meet service levels.
Actively supports the Business Conduct Guidelines, taking ownership of company ideas/decisions.
Analysis of statistical results to identify trends or opportunities for improvement.
Identifies, develops and implements best practices in account.
Apply Agile and Scrum principles on daily project and tasks.
Conducts daily or weekly meetings with Team Leads and/or SMEs to improve program performance, metrics and profitability as well as discuss projects and company updates.
Provides active coaching to improve Team Leader performance, attendance and quality statistics.
Manages Team Leader performance, providing regular feedback. Ensure Team Leaders maximize their teams’ performance by timely identification of individual performance issues followed by the appropriate action.
Evaluates performance of subordinates; and recommends staff salary increases, promotion and development to maintain a highly motivated workforce.
Directs the forecasting and scheduling of daily workforce requirements and the allocation and hiring of resources to ensure the availability of adequate staffing for providing exceptional service for customer calls.
Is responsible for organization’s quality of service.
Develop, estimate, direct, and coordinate the preparation of the short and long term planning models (hiring, call volumes, and budgets).
Report Service Breakdowns and document as necessary.
Provides weekly and monthly reports as to program statistics, trends and issues to the Operations Manager and/or clients (as deemed necessary).
Participate in client required trainings and meetings (MBR, QBR, Annual planning sessions). – UK, Costa Rica, Malaysia, Singapore, Czech Republic.
Nov 2012 to Dec 2013 Sr. Manager (ERP HC System)
Teletech
Accountability to determine how best to leverage processes and technology blended with continuous improvement models to sustain a culture of excellence and growth.
Assist in developing TeleTech's employee value proposition, a key lever in growing our business to its greatest potential.
Responsible for the overall strategy of the business’ Applications Support team to ensure that the team is meeting deliverables and optimizing its manpower and resources.
Adheres to TeleTech key performance objectives, indicators, metrics, and ratios ensuring maximum team performance.
Oversee all aspects of the operational services of our Application Support team.
Work strategically to improve processes and performance that enhance bottom line results.
Work closely with internal clients and business partners to resolve all related issues.
Improves efficiency and accuracy of business process; create and implement process improvements. Identify revenue growth opportunities to grow the business.
Systems that the Senior Manager handles: Oracle, Empower, Kronos, Iris/Jive, Careerpoint/Saba, Changepoint/Cityon, Teletech University, etc.
Manages Tier I to Tier III escalations for HC Systems.
Nov 2011 to Dec 2012 Helpdesk Manager
American Data Exchange Corp.
Maintain the stability and evaluate staffs’ operation; ensure that Standard Policies and Procedures are implemented.
Perform final problem analysis and respond appropriately to user requests or problems.
Coordinate with offshore and internal clients whenever there is a downtime, new projects, and or new applications to be used by production.
Train and evaluate staffs.
Create action plans for projects.
Control and approves the issuance licenses and other peripherals.
Participate in the preparation and evaluation of Standard Policies and Procedures to be used by Department.
Jun 2010 to Oct 2011 Associate Operations Manager - UBS IT IS Helpdesk
Cognizant Solutions Inc.
Lead Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Stream’s mission.
Conduct multiple call-coaching training sessions each week.
Train and prepare team on ITIL v3 certifications as required by company for all.
Manage team of First Level Support, Remote Desktop, SAP, Unix.
Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner. Communicate expectations to new employees and provide timely business updates and changes.
Administer and manage payroll in accordance with company policy and procedures.
Evaluate the need for advanced actions based on attendance data and act accordingly.
Provide escalation support to Support Professionals by providing guidance in problem solving customer issues.
Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development.
Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of Performance Success Plans.
Partner with Human Resources to screen, interview and hire Support Professionals for contract.
Ensure that effective training and mentor resources are provided for all employees.
Other related Experience:
Dec 2009 to Jun 2010 Team Manager – Desktop Support (HP)
Stream Global Services
Aug 2009 to Dec 2009 Contact Center Supervisor / Business Dev. Officer
Itech Solutions Inc. - Libis
Mar 2008 to Jan 2009 DEPUTY DIRECTOR – Special Operations Group
Presidential Anti-Smuggling Group (PASG)
Malacanang – Bahay Ugnayan
Jan 2007 – Jan 2008 TRANSITION QUEUE MANAGER, Training Department
(Desktop/Portables/Customer Care/Sales)
DELL INTERNATIONAL SERVICES, PHILS. (Libis)
Mar 2006 – Jan 2007 TECHNICAL SUPPORT MANAGER, CTS (Desktop)
DELL INTERNATIONAL SERVICES, PHILS. (Pasay)
Sept 2005 – Mar 2006 TEAM LEADER, Verizon Online
TELETECH, PHILS. (Novaliches)
Jan 2005 – Sept 2005 TEAM LEADER, IBM/Sprint
CONVERGYS, PHILS.
Mar 2004 – Dec 2004 TECHNICAL CUSTOMER CARE REPRESENTATIVE
CONVERGYS, PHILS.
Nov 2001 – Oct 2003 SUPPLY AND SUPPORT SUPERVISOR
PHILIPPINE AMUSEMENT AND GAMING CORPORATION
Apr 2000 – Nov 2000 SALES MANAGER
MARATHON INTEGRATED SERVICES
Nov 1995 - Aug 1998 SOFTWARE CONSULTANT
XYTRON PHILS. INC.
Sept 1992 - Nov 1995 HUMAN RESOURCES ADMINISTRATOR
THE GAP INC.
EDUCATION
1996 - 2001 UNIVERSITY OF ASIA AND THE PACIFIC
Ortigas, Pasig City
Information Technology (MSIT)
1992 - 1994 UNIVERSITY OF CALIFORNIA (Berkeley)
Computer Science (extension program)
1990 - 1992 CALIFORNIA POLYTHECNIC UNIVERSITY at San Luis Obispo
Human Development
1986 -1990 ST. IGNATIUS COLLEGE PREPARATORY
San Francisco, California
Additional Training:
Six Sigma (Yellow Belt)
SAP, UNIX support
Windows 7/10
Networking
Project Management
BCP
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