GRACE ANN RABINO

Blk* Lot** Ville de Palme, Brgy. Santiago, Cavite Email address: adja1i@r.postjobfree.com Contact Number: 096********

Professional Summary

I am an accomplished and dynamic professional with extensive experience managing and supporting a Service Desk, Customer Service, Healthcare and Collections environment. I have documented success in my 15+ years of experience from IT Support to Service Desk Manager with extensive knowledge of customer service, healthcare and technical operations in both call center and service desk environments. Well versed in variety of platforms in the IT space as well as managed to work with automation teams to execute different used cases on accounts I handled. I am technically oriented and analytical, exercises independent judgment and decisions making abilities in establishing technical standards, ensuring adherence and in evaluating technology problems and creating manageable solutions.

Operations Manager

InfoSys BPM Limited

BGC Corporate Center

March 25, 2019 – February 18, 2020

• Handled an Enterprise Service Desk program for one of the Fortune 500 company, provides managed health care services under the Medicaid and Medicare programs and through the state insurance marketplaces. Through its locally operated health plans, Molina Healthcare served approximately 3.4 million members as of June 30, 2019

• Responsible for the day to day operations of 50 FTE – 43 in MNL and 7 in Bangalore performing end to end ticket management for both calls and self-service tickets

• Direct contact with the Client on all and any deployment, may it be software update or application upgrade

• Responsible for process improvement of the Enterprise Service Desk working with different enabling functions

• Accountable on ensuring the productivity benefits are driven within the program and work closely with the Automation Team to execute identified used cases like password reset, chatbots, self-heal solutions etc

• Responsible for building and sending Weekly, Monthly and Quarterly Performance Report to client’s leadership team

• Joined Daily, Weekly, Monthly and Quarterly Business Review with internal and external stakeholders

• Conducting Bi-Monthly coaching sessions and Monthly Performance Review to all Support Enabling Functions (Team Leaders, Incident Manager and Knowledge Manager)

• Collaborate with Quality to improve and develop engagement’s performance through Monthly Governance Audit and Service Quality Plan

• Responsible for submission of Monthly Revenue report to the Site Lead and Finance Team, coordinating with Workforce Management for staffing and scheduling allocation

• Continuous leadership skills development through attending Leadership Training mandated by Infosys BPM and other Leadership Training required by the Client

• Set up and manage end to end Service Desk processes and workflows

• Escalation point to handle all customer grievances

• Align Service Desk activities with industry standard or framework such as ITIL Operations Manager

Conduent Business Services

Pasay, Philippines

July 23, 2018 – March 23, 2019

• Handling chat account under a Customer Service Platform focusing on Billing and Buying for one of the biggest Brand and company in the world

• Responsible for the day to day operations of 150 FTE with 8 Team Managers on a 24/7 shift

• Joining Weekly, Monthly and Quarterly Business Review with the client on site

• Joining Weekly, Monthly, Quarterly, Semi-Annual and Annual Business Planning with other Operations Managers, Site Lead and other Support Groups such as Quality and Training Team

• Oversee and conduct overall Monthly, Quarterly and Yearly Performance Review of the Team Managers

• Conducting weekly coaching sessions, monthly triad sessions, focus group discussion and outlier management

• Collaborate with Quality and Training Team to improve and develop site performance through coordinated action planning by the use of data gathered from root cause analysis

• Responsible for submission of Monthly Revenue report to the Site Lead, coordinating with Workforce Management for staffing and scheduling allocation and drive of monthly incentive program

• Continuous leadership skills development through attending Leadership Training mandated by Conduent and other Leadership Training required by the Client Operations Manager

Microsourcing

Pasay, Philippines

November 2015 – February 2018

• Handled a Workers Compensation and Collections Account

• Handled special projects for the Company’s Vice President

• Worked hand in hand with the General Manager in making business decisions

• Spear headed the start-up of a new department called Litigation

• Provided support to the transition team by developing plans, identifying key resources, coordinating with Infra and technology requirements in order to deliver target delivery model

• Provided inputs to training methodology and certification in order to achieve right skilling of the program

• Planned and monitored the resource deployment (Team Size, Span, Shift Utilization, Skill sets, technology rollout) and ongoing monitoring process for the account to ensure proper delivery and financials.

• Identified training needs for Team Leaders, SMEs and Agents, and reviewing training plans created for the team and monitors the training implementation to ensure developmental competency all across

• Reviewed the Service Quality Plan including quality control, assurance and improvement in order to create a comprehensive quality program for the process. Operations Manager

Grundfos IS Support

Pasig, Philippines

May 2015 – October 2015

• Handled a Global Service Desk Account with Level 1 and Level 1.5 Support for APAC, US and UK.

• Analyzed escalated issues and identified/implemented solutions that improved service quality.

• Developed support process improvements that resulted in greater efficiencies.

• Created Service Level Agreements in partnership with cross functional business teams.

• Reduced aging issues by 20% by facilitating Problem Management process and meetings

• Responsible for the overall Service Levels and KPIs of the account. Service Desk Operations Manager

Infosys BPM Limited

Alabang, Philippines

April 2012 – April 2015

• Handled the Largest Arts and Crafts Retail Store in the US and Canada

• Handled Level 1.5 and Level 2 Corporate and Retail Service Desk Support

• Handled a total of 70 resources handling 45,000 tickets per month from Level 1 to Level 2 Support

• Managed all aspects of the Service Desk servicing 1500 stores and 55,000 employees and working with 3rd party vendor of the clients to ensure SLAs are met.

• Provides Level 2 Support for account’s 3rd party vendor on store dispatches, complex troubleshooting, gold load POS support and security Pin Pad support

• Conducted all hiring, training/mentoring, scheduling and performance reviews of Level 2 Engineers and Incident Manager as coordinators and escalation admins

• Increased client survey satisfaction numbers from 73.8% to 92.3% with an exceptional feedback rate from stake holders making this program a reference program for new pursuits

• Increased awareness of IT service outages and planned changes and Major Incident Management by working with client, Application, Infrastructure and Business, shifting the Communication and Major Incident Process to Service Desk

• Defined the Performance Management Framework that provided guidance to all levels of operations on the day to day execution of expected tasks

• Worked with different groups from Application, Infrastructure and Vendors on shift left activities improving overall End to End FCR by overall 12.00% at additional workload of 12 FTEs in total at 3.5k+ tickets shifted to Service Desk

• Proactively created a control plan to handle any potential risk on performance during retail Peak Season

• Promoted Service Desk and Self-Help tool services by leading site-wide awareness program, increasing the Self-Service Adoption by 30%, this is through communication and improvement of Knowledge Base

• Provides the vital day to day point between Users, IT Services and 3rd party organization of the program. Service Desk not only coordinates the end to end Incident Management process but also provides an interface into many other IT Processes

• Implemented the Training and Nesting process for Service Desk Resources, working with Center of Excellence building the training plan and incorporating ITIL processes

• Proactively came up with an Analysis about 3rd Party dispatches where 3rd Party vendor missing SLAs and also came up with an automated proactive tool to lessen P1 and P2 incidents as well as dispatch, in line with this approach incorporated self-install process for users rather than sending dispatch.

o Total of a long-term savings for the client of $682,000 after alignment of vendor SLAs to client SLAs and constant follow up with Service Desk to vendors. o Total yearly savings of $1.3 Million implementing the Self Install process for users than sending dispatch.

o Prevented 2880 P1 incidents that affect Store Revenue yearly because of the Proactive monitoring tool.

• Analyzed and identified the root cause of minor and major escalations on Service Desk programs and based on results came up with standard Knowledge Management Process implemented across all Manila SD. It is an important process within a Service Desk program and it is a critical component to improve efficiency and increase effectiveness of agents. o DMIT Escalations decreased by 89% where escalations from >80 down to single digits o Improved agent efficiency by an average of 33% on all Service Desk programs, 3-4 minutes AHT reduction after KM launch

o Quality improvement averaging 14% on all Service Desk programs exceeding CSAT/NPS targets

• Provided direction of leadership and development that resulted to growth progression and promotion of Service Desk resources

Assistant Manager

Infosys BPM Limited

Alabang, Philippines

December 2009 – April 2012

ATT U-Verse Support

• Handles End to End Technical Process of ATT for Uverse customers.

• Handles Level 1 troubleshooting for network, hardware, software, remote installation and security systems

Nesting Program:

• Supervise the entire process of Nesting

• Handled 6 Team Leads with 10 SMEs to provide the needed support for all graduates from Product Training

• Created Process Documents that was implemented all throughout the Nesting process; Nesting Agreement, Certification and Toll gate

• Conducted Triad Sessions to the Team Leads and Intervention to possible attrition

• Developing leadership skills of Subject Matter Experts and Team Leads with the goal of setting the foundation to all new joiners

• Responsible for Client Facing Process

Operations

• Six Sigma Yellow Belt Trained and Certified for NIP Project (project focusing on CSAT in collaboration on Quality Analyst and the entire team)

• Lead for Nesting Team – agents who came fresh out of training.

• Lead for Care Bay Team – bottom 10% of the entire population of the center who are consistently not meeting the target on all metrics

• Attending Quality Calibration Call with the Client

• Facilitating the Client Call (conference call) regarding any changes in the policies and/or processes of AT&T

• POC for Team Cluster (for all deliverables and urgent matters) Carebay

• Handled bottom 10% of the entire population with the goal of developing the agent’s skills for them to meet and exceed the target set upon by the client. Senior Team Leader/Supervisor

Arvato Digital Services

Quezon City Philippines

November 2008 – November 2009

• Handles technical troubleshooting for Level 1 and Level 2 for a gaming console support

• Managed and enhanced the performance metrics of each agent; provided feedback, action plan and step goals to meet the target

• Followed documented process for all policies, processes, memos, disciplinary actions etc

• Monitored live and recorded calls followed by coaching sessions

• Provided operational and administrative support whenever it is necessary and needed

• Attending Quality Calibration Call twice a week both internal and external calibration Team Leader/Supervisor

Teleperformance

Mandaluyong, Philippines

September 2004 – August 2008

• Handled different Technical accounts for Tier 1 to Tier 3 Support.

• Handled Nextel and Sprint, and the supervisor of the Pitstop team. Pitstop team will be a team combination of all low performing agents.

• Applied different coaching approach and technique depending on the agent’s attitude, behavior and/or personality to ensure that the root cause of the issue is being address

• Improve the technical skillsets of the resources

• Throughput of 95% of all bottom performers

• Handled DELL Sales SuperQueue

• Educated agents about the financing option of the customers on DELL Project

• Focused on the bottom performers and consistently monitored their calls and provided real time coaching and feedback to address the issue

• Ensured that all employees follow the policy of the finances at all times through checking on their compliance rate, doing spot checks and knowledge checks

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