Manager Service

Antonio D. Abot, BS Industrial Engineering

No. **0 Kalawaan, Darangan, Binangonan, Rizal, 1940 Phils Mobile Numbers: +639*********/+639*********

Email: adjl06@r.postjobfree.com LinkedIn: https://www.linkedin/com/in/antonio-abot SUMMARY OF QUALIFICATIONS

Apparel and Heavy Steel Manufacturing (Production & Plant Operations Management)

• Over 10 years combined experiences in industrial engineering, production planning, production management & plant operations management in large labor and capital intensive industries of apparel and heavy steel.

• Proven expertise in productivity, labor efficiency improvement and cost reduction through work standardization, production line balancing, and team based wage incentive program implementation.

• Improved productivity in a large steel mill plant through increased monthly average production output of 10K metric tons from average of 6K metric tons and achieved the industry standard threshold on wastages from high of 13% to 5%.

Telecommunications, Healthcare Diagnostics and Consumer Appliances (Operations and Customer Service Management)

• Set-up the logistics and distribution infrastructures of two (2) US multinational companies engaged in the distribution of mobile communications products, Nokia and Motorola.

• Successfully spearheaded the Certification of one of the companies to ISO-9001 being the company’s Quality Management Representative.

• Built a highly successful customer care team for Nokia mobile in the Philippines through an after sales service partnership with the country’s largest mobile network, Globe Telecom and Smart Communications. The company was then recognized as Nokia’s strongest service partner in the Philippines.

• Effectively managed the 2008 warranty budget of Sony Ericsson Mobile Communications Philippines through active participation in the global and regional product development activities resulting to reduced product defect rate of less than 1% on sales.

• In partnership with Siemens, Erba and Abbott diagnostics, led a 24 X 7 technical support team which provides on call support to major medical institutions and hospitals in the maintenance and users training on chemistry and immunolgy devices and equipments. The team consistently achieved the Siemens Gold Partner Certification for excellence in customer service.

• Significantly improved the after sales sevice KPI performance of Haier Electrical Appliances Philippines through effective implementation of KPI based and individual incentive schemes for 3rd Party Service Providers and In-House Field Service Technicians. Service Turn Around Time has been improved to 5-Days from average of 10 while LTP-Long Time Pending Job Rate has been reduced to less than 10% of monthly job volume. Eventually, customer satisfaction indices have been consistently improved to over 97%.

PROFESSIONAL EXPERIENCE

Service Head

Suntouch Technology Corporation

Electrical Appliance Distribution and After Sales Service-Xtreme Brand April 2019 to July 2020

• Set-up the company’s after sales service structure from customer service, service network administration, technical, trade returns management and service logistics. Manage the country- wide service operations both in house repair and ASC-Authorized Service Center operations.

• Expanded the company’s service coverage through increased number of qualified ASC’s- Authorized Service Center’s and recruitment of roving Field Service Technicians in four (4) regions of the country.

• Organized the company’s HVAC-Heating, Ventilation and Airconditioning Installation team which focuses mainly on split-type and commercial air conditioning installation projects for customers and B2B institutional accounts.

• Conduct spare parts inventory, planning and forecasting to ensure availability of spare parts as need arise on all products from audio, video, air condition, laundry, fridge and freezers, dispensers and others.

• Submit product defect reports, technical reports and RMA compensation claims to suppliers and ensure that all valid claims are compensated in favor of the company either by spare parts replenishment or product claims.

• Developed and designed the company’s Trade Returns Policy which covers the responsibilities of Service Department, Sales, Logistics, Credit and Collection and Accounting in the management and handling of defective trade returns.

• Reconstructed the company’s Service Agreements on service center and installer accreditation to make it more relevant and suitable to current business conditions. Senior Manager – Services Division

Haier Electrical Appliances Philippines, Inc.

Electrical Appliance Distribution and After Sales Service-Haier Brand January 2017 to April 2019

• Responsible for the overall management of the OTC After Sales Services Division Units, Direct Service Centers (DSC’s), Authorized Service Centers (ASC’s), Contact Center, Parts Warehouse, defective returns, and After Sales Supports staffs. Responsible in the KPI management of the OTC Service Division in alignment with both local and HQ/Regional objectives.

• Develop and implements strategies, policies and programs as mechanism to achieve OTC After- Sales Objectives on Service KPI’s specific to Service Turn Around Time (STAT), Long Pending Job Rates, 24-Hours Job Completion Rate, Repeat Repair Rate and Customer Satisfaction Indices.

• Monitor service delivery performances of the OTC Direct Service Centers (DSC’s) and Authorized Service Centers (ASC’s) and ensure compliance of the said parties to the company’s performance objectives.

• Conduct operations audit of the Authorized Service Centers along with the Service Manager, Parts Supervisor and Call Center Supervisor to check compliance of the ASC’s to the company’s policies on warranty claims management, spare parts management and performance management as defined in the Service Agreement.

Operations Manager

AsiaLuxe Philippines, Inc.

Manufacture and Export of Hand-Crafted Mother of Pearl Products June 2014 to December 2017

• Structured the company’s production standards across all manufacturing processes and developed a Performance Management System (PMS) achieving high productivity and reduced costs.

• Improved the operational systems, processes and policies in support of the organization missions-specifically better management reporting, information flow and management, business process and quality management.

• Manage and increase the efficiency of support services (Production, Design, Product Development, Quality Assurance, Logistics, Finance and Administration) through improvements to each function.

• Manage the operations budget and established a product standard costing procedure achieving precision in product costing and pricing.

• Construct production plans and shipping schedules and ensure compliance of the production department managing customer expectations in a proactive manner.

• Liaise with company’s resource persons in other locations outside of the Philippines such as Hong Kong, Tahiti (French Polynesia) and Dubai.

Service and Technical Applications Head

Grepcor Diamonde, Inc.

Healthcare Diagnostics technical support in Partnership with Siemens, Abbott and Erba Diagnostics August 2011 to March 2013

• Ensure compliance of the company to Siemens Business Partners Service Excellence Guidelines on service organization’s structure, competency management, KPI management, and in the administration of service management system (SMS).

• Develops, reviews and update the department policies and procedure from time to time to ensure alignment and relevance to current and future business directions.

• Develop quarterly development plans and budget for the department in consideration of corporate directions and customer requirements.

• Review and evaluate relevancy of all technical updates and service bulletins from the business partner & roll-out same to applicable institutions and customers.

• Prepares and submit monthly and quarterly top management reports on the overall performance of the Service and Technical Applications department. General Manager

Jae Saeng Phon Svc Solutions, Inc.

July 2009 to August 2011

Own Company on Mobile Phone Post Sales Service-Samsung, LG, Motorola

• Co-founded the company and secured service partnership with OEM principals as LG, SAMSUNG and MOTOROLA mobile phone & ensure that company’s service performance meets and exceeds the respective partner service standards.

• Overall management of the company’s service operations covering technical, customer service, logistics, finance and administration.

• Continuously develop & expanded businesses with the respective partner and customers through customized service offerings and end to end after sales service management package. Customer Service Manager

Sony Ericsson Mobile Communications Philippines

Mobile Phone Importation, Distribution and After Sales Service-Sony Ericsson October 2007 to July 2009

• Manage the entire customer services operations through outsourced Global Service Partners

(GSP’s) and a contact center across the country.

• Ensure that all financial KPI’s in customer management such as warranty cost per returns, warranty cost per average sold units, swap handling costs, repair management costs and contact centre’s cost per customers interaction are achieved within budget approved by the Regional HQ.

• Participate in the product field and user acceptance testing & ensure that all quality issues in all test cases are escalated to regional and global product support group for necessary corrective action.

• Prepare monthly product swap forecast across all models to ensure warranted support in case of product faults beyond the service level authorization of respective GSP’s.

• Process type approvals of new products with the National Telecommunications Commissions

(NTC) prior to launch in Philippine market.

Operations Manager

Brightstar Logistics Philippines PTE. LTD

Mobile Phone Importation and Distribution-Motorola November 2006 to October 2007

• Manage all planning, imports, warehousing, production (programming, kitting, customization) and distribution activities.

• Responsible for flow of materials inside and outside of the company, its warehousing and transportation throughout the process, responsible for establishing optimum supply plans and budget.

• In coordination with the Managing Director, establish performance indicators of the business and report them to the global corporate HQ. Lead negotiations with suppliers, customers and third party logistics partners (TPL) and establish service contracts.

• Determine all necessary mechanisms for proper inventory management, cycle counts, inventory aging and its internal and external audits.

• Plan all market requirements on all products with the sales team, assuring product availability and seamless distribution activities.

After Market Services Manager

Brightpoint Philippines Inc.

February 2004 to October 2006

Operations Manager

Brightpoint Philippines Inc.

October 2000 to July 2001

Mobile Phone Distribution and After Sales Service-Nokia

• Manage the company’s logistics, supply chain, order management, product fulfillment and distribution activities ensuring optimum product supply and efficient distribution.

• Acted as the company’s Quality Management Representative (QMR) who spearheaded the company’s certification to ISO-9001: 1994/2000. Manage the company’s post sales support for Nokia products covering business development, customer service, logistics, and technical. Implement effective control of operations through roll-out of SOX and ISO compliant policies and procedures.

Assistant Production Manager

Novelty Philippines, Inc.

November 2002 to September 2003

Children’s Apparel Manufacture and Export

• Monitoring and control of all in-plant manufacturing processes and ensure that all stages in production are done as per master production plan.

• Ensure well-balanced supply of goods-in-process for both in-plant and sub-contractor operations dependent on production capacity.

• Coordinate with product development and quality assurance team to ensure that quality issues are addressed in a proactive manner.

• Coordinate with the company’s sales and merchandising team at the corporate HQ on all issues with regards to order processing and delivery schedules. Production Planner

KTC Limited / Lao Garment Company LTD. – Laos PDR

Apparel Manufacture and Export -Diesel, Adidas, Champion Brands August 2001 to March 2002

• Responsible for the company’s production planning in two of its manufacturing sites and acted as the administrator of FAST REACT Planning System.

• Coordinate with the company’s China central planning team to ensure that all planning information is updated and accurate.

• Ensure that factory management adhere to the master production schedules on all products and customers delivery requirements.

• Ensure that all order status inquiries received through the merchandising team are responded to in a prompt and accurate manner.

Plant Operations Manager

Somico Steel Mill Corporation

June 1998 to August 2000

Heavy Steel Rolling Mill Plant, Manufacture of Steel Bars for Construction Industry

• Manage the entire operations of the plant and monitor all activities in production, engineering and maintenance, quality assurance and roll-shop to ensure smooth and trouble-free operations.

• Work with plant cost accounting in the preparation of monthly operating budget and see to it that the plant performs within the approved labor and overhead budget.

• Ensure alignment and compliance of the plant operations to the requirements of the Bureau of Products Standards (BPS) and Philippine National Standards (PNS-49) for steel bar manufacturing on product quality standard.

• Work with the HR and administration department in the implementation of company rules and regulations.

Plant Operations I.E./Production Superintendent/Industrial Engineering Manager/Sub-Contractor Manager

Aris Philippines Inc./Fashion Accessories (Phils.), Inc October 1986 to May 1998

Manufacture and Export of Fashion Gloves & Knit Wear Products-Aris Isotoner Brand

• Provide leadership, management and control of the company’s large network of sub-contractor operations.

• Increased capacities and capabilities of sub-contractors meeting company requirements in terms of product quality and production volume.

• Developed sub-contractors capabilities in performing all manufacturing processes from cutting, sewing, finishing, packaging and shipping.

• Ensure competitive and equitable pricing and costing of sub-contracted products in compliance with the company’s standard product costing procedures.

• Lead, manage and direct a team of Industrial Engineers in performing support role to manufacturing through time standard setting, standard costing, production line balancing, methods and process improvement, cost reduction and wage incentive scheme implementation. EDUCATION

Bachelor of Science in Industrial Engineering

Adamson University, Manila Philippines

Class of 1985

PERSONAL INFORMATION

Born on February 14, 1962 in Sariaya, Quezon, married with two children and a Roman Catholic by religion.

TRAININGS/CONFERENCES

• Management Effectiveness Training by Resource Consultants Int’l.- Aris Philippines, Inc., 1994

• Understanding the Concept of ISO 9000 Quality Management System by Neville Clarke Consultants – Fashion Accessories Phils., Inc.- 1996

• ISO 9000 Awareness Seminar – Workshop and Internal Quality Audit by Department of Trade & Industry Region IV – Somico Steel Mill Corporation, 1999

• Internal Quality Audit Refresher Course by Neville Clarke Consultants – Brightpoint Philippines, Inc., 2000

• Understanding & Documenting ISO 9001: 2000 Quality Management Systems by Neville Clarke Consultants – Brightpoint Philippines, Inc. 2004

• Project Management Training by Brightpoint Project Management Office (PMO) – Brightpoint Philippines, Inc., 2006

• Account Management & Planning by Sony Ericsson Mobile Communications Philippines, 2008.

• Great Service Workshop by Samsung Electronics Phils. Corp., 2010 & 2011

• Global Service Conferences, Haier Global HQ, Quingdao China, May 2018 & March 2019

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