Manager Social Media

Geremy Abeleda

San Mateo, Rizal ******.*******@*****.*** 0917.803.4161 www.linkedin.com/in/geremyabeleda/ Multifaceted Manager with 13+ years of management experience spearheading vendor management, operations, and partner relationship in various BPO industries. Articulate in engaging with internal stakeholders and operations to address business issues. Leverages influencing and management skills, accountability, and industry trend expertise to meet deadlines. Utilizes tenured expertise to ensure accuracy and high-quality performance. Thought leader who works independently and accountable for developmental management with a focus to impact operational efficiency and productivity in achieving KPIs. Core Competencies

Service Management Business Presentations Site Operations Management Performance Management Training & Coaching Vendor Relationships Project Management Continuous Improvement Financial Accounting Customer Experience Operational Leadership Vendors & Contracts Management Business Process Outsourcing & Hiring Initiatives Strategy Design & Implementation Legal & Regulatory Compliance Data Driven Management Budget Controls Invoices & Expenses Management

Account Management & Reconciliation Business Process Optimization SLA Management Reporting & Documentation Professional Experience

Manager (Vendor Management)

UBER Technologies, Taguig City 02/2020 – 06/2020 Envision, design, and implement business process optimizations and operational efficiencies to meet SLA requirements.

Direct vendor sites of the Philippines, Colombia, India, and Morocco that supported operations in the US and Canada.

Reconcile vendor, client, and operational partnership in attaining KPIs, operational excellence, business revenue growth.

Command development of workflow rollouts and business roadmaps to steer continuous process improvements. Manager (Program, Project, & Service Management)

Accenture Philippines Inc., Mandaluyong City 11/2016 – 02/2020 Captained service delivery, including change, demand, and operations management within schedule, cost, quality, and SLAs.

Spearheaded outsourcing solutions within a global service delivery model and streamlined scope and plan of work.

Bolstered operational, contractual, and operational commitment support in alignment with contract requirements.

Commandeered strategic direction and planning to deliver desired business outcomes and service commitments. Manager (Vendor Management)

Accenture Philippines Inc., Mandaluyong City 10/2015 – 11/2016 Managed oversight of operational goals, vendor training, business reviews, site performance, and organizational growth of three BPO Vendors located in the Philippines – Baguio City, Metro Manila and Davao City.

Overhauled workflows and business processes to increase efficiency and resolved business roadblocks through optimizations.

Collaborated with clients, vendors, and operations to attain SLAs, accomplish vendor training, and ensure follow-through.

Effectuated client relationship development and provisioned timely resolutions to escalated issues of each site. Manager (Client Services Management)

Convergys Philippines, Muntinlupa City 06/2015 – 10/2015 Moderated client relationship management and B2B customer care program that consisted of 300+ employees.

Addressed outstanding invoices by collaborating with the client to ensure compliance with contractual requirements.

Advocated project scope, cost, schedule, and delivery and ensured conformance to Convergys' best practices and standards.

Facilitated internal, vendor, and client meetings and ensured follow-through on all action items and SLA escalations. Manager (Operations)

Convergys Philippines, Mandaluyong City 03/2014 – 05/2015 Championed operations management, including strategy design, process improvements, and business performance.

Assessed operational performance and deployed process improvements while managing expenses and billing processes.

Furthered performance management and development through coaching, training, counseling, and mentoring.

Conceptualized and implemented the program’s business continuity plan and optimized revenue goals. Manager (Client Services Management)

Convergys Philippines, Sta. Rosa, Laguna 11/2012 – 03/2014 Leveraged technical leadership in service management, business roadmaps, strategic planning, and solutions implementation.

Elicited cost-effective outsourcing solutions that improved workforce staffing and seat allocation without affecting SLA.

Instituted performance optimizations resulting in a 10% increase in revenue amounting to $20M+ annual income.

Investigated performance trends and analyzed daily operations performance to develop sustainable solutions. Team Leader (Collections)

Convergys Philippines, Sta. Rosa, Laguna 09/2009 – 10/2012 Administrated team performance through coaching, development, and mentoring while complying with company policies.

Formulated action plans and processes to optimize the team’s efficiency and productivity aligned with the company’s values.

Attained team performance goals and was the recipient of the Best of the Best Award for 2012 on a site-wide level.

Initiated positive influencing and guidance, which catapulted team performance to reach insurmountable goals. Team Leader (Customer Service)

Convergys Philippines, Quezon City 08/2007 – 09/2009 Captained team development and performance management strategies that equipped the agents to address every client concern. Education & Certifications

Master of Arts, Technology Management University of the Philippines (Technology Management Center), 2021 Bachelor of Arts, Political Science University of the Philippines (College of Social Science), 2005 ITIL V3 Foundation Certification

Technical Skills

Social Media (Facebook, Instagram, Twitter) Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) G Suite (Gmail, Hangouts, Calendar, Docs, Sheets, Slides, Forms)

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