Renato Eje Jr.

*** ******* ******, ***** **** *, Imus, Cavite, 4103

****- ***-****

adl4lc@r.postjobfree.com

Summary:

Seventeen years BPO/ Shared Services experience (15 years with Team Management including 10 years Customer Experience Management)

Agile, Six Sigma and LEAN Six Sigma trained (Green and Yellow Belts)

Efficient in Stakeholder and Project Management

Led implementation of Robotics Process Automation (RPA)

Highly experienced in Vendor Relationship Management, Client Management and People Management of multi-cultural and multi-location teams

Executed Business Continuity Process and Process Improvement Plans

Proficient in setting up 2 new accounts in the Philippines (Sourcing and Procurement for Procter & Gamble Asia; and Telco for AT&T U-verse)

Managed different industries and verticals: Technical, Software, Sales, Telecommunications, Online Travel and Hospitality, Customer Service, Order to Deliver, Enterprise Resource Planning, Customer Relationship Management, Logistics & Supply Chain and Sourcing & Procurement/ eProcurement accounts in digital and cloud environments

Supported ALL customer interaction touch points for voice and non-voice (i.e. back office, chat, automated ticketing, fax, text and email)

Work Experience:

Cloud Support Manager– OPENTEXT Philippines, Inc.

January 2019 to present – Shared Services for Messaging, Fax and Dedicated Managed Services accounts (reports to the Customer Support Senior Director)

Reports to the Managed Services Senior Director

Directly supervises 3 Technical Leads

Responsible for the operational support and people management of teams delivering cloud-based fax, messaging and dedicated automotive services

Manages customer relationships by driving activities such as monitoring of incident tickets until resolution and providing updates to customers

Executes process improvement steps focused on automation and manual alert suppression

Conducts regular headcount and volume trend analysis to assess staff utilization

Reviews the entire Managed Services team’s efficiency in terms of productivity and customer satisfaction scores

Implements CSAT initiatives for the entire Managed Services Technical Support team to ensure consistency in exceeding the goal

Handles customer notifications, customer escalations, and incident management, including trend analysis and reporting

Provides oversight and delivery of administrative functions including hiring, on-boarding, training, performance management, workforce allocation and career planning

Service Center Manager– CEMEX Holdings Philippines, Inc.

August 2018 to January 2019 – Manufacturing and Customer Solutions for Cemex (reported to the Customer Experience Vice-President)

Directly reported to the Customer Experience Director

Developed Team Leads for next step Operations Management

Functioned as Vendor Manager for outsourced service provider, Convergys

Spearheaded informal upskill trainings on Agile and Six Sigma processes

Conducted right staffing for the Service Center Team

Created base work statement for the BPO contract

Designed Business Continuity Plan for contingency alternatives

Identified and implemented LEAN processes for volume management of different channels

Implemented process improvements based on provider’s staffing and operational constraints

Customer Service Manager– Holcim East Asia Business Service Centre B.V. - Philippine ROHQ

June 2017 to April 2018 (Manufacturing Solutions for Lafarge-Holcim (reported to the Customer Support Director)

Head of the Customer Service Tower (Order Management and Order Fulfillment Teams); directly reported to the Service Delivery Function Head

Streamlined the Order To Deliver process under Logistics and Supply Chain

Improved customer service experience, created engaged customers and facilitated organic growth

Took ownership of customer issues and followed problems through to resolution

Implemented cross-functional process trainings and transitioned Team Lead to Shift Lead roles

Demonstrated business value of digital solutions with the implementation of Robotics Process Automation (RPA) for SO Creation and Order Follow Up

Recruited, mentored and developed Order Management and Fulfillment Specialists and Team Leads; and nurtured an environment where they excelled through encouragement and empowerment

Handled project for acquire and transition of Holcim Indonesia – Customer Care offshore team

Controlled resources and utilized assets to achieve qualitative and quantitative targets

Optimized cost-conscious culture and leveraged on operational expansion and scalability

GCS Customer Care Manager– Perfect Commerce (formerly Hubwoo)

November 2014 to June 2017 – Spend Management and Business Process Automation Solutions Provider (reported to the Global Customer Support Vice-President)

Handled the Global Customer Care Team and directly reported to the GCS Customer Care Vice-President based in the US

Responsible for overall performance of 3 teams (APAC, Europe and US)

Supervised the day to day operations of the helpdesk for optimal Customer Experience resource management and performance.

Documented, tracked and monitored problems to ensure resolution in a timely manner and tasks were set to the appropriate priority levels.

Focused on the development of the leadership capabilities of the new Team Leads by providing guidance and regular feedbacks

Initiated several process improvements like the Coaching Process, Absence and Tardiness Validation Process, Backup Process

Formulated and implemented standardization of procedures like the introduction of modified format of the coaching log contents, sending Minutes of Meetings and streamlined the Leave Application Process

Resolved conflicts within the team that required management intervention

Kept improved attendance of the Customer Care and Monitoring Teams

Collaborated with the Shared Services Manager on QA, Reporting and Training initiatives

Shared recommendations to HR on process improvements and Employee Relations activities

Created Business Continuity Process which was applied to other international sites

Assistant Manager/Operations Manager OIC– Infosys BPO Ltd.

February 2013 to November 2014 – Sourcing and Procurement Service Delivery for Procter & Gamble (reported to the Senior Operations Director)

Assisted the Senior Operations Manager in the initial stages of a newly set-up account

Managed an entire Line of Business (Sourcing and Procurement- Direct Spend), comprised of team members of different nationalities.

Observed training needs and relayed these to the Senior Operations Manager

Managed 6 LOB’s as Operations Manager OIC (3 in Philippines and 3 in India)

Evaluated procurement metrics and goals, identifying required actions necessary to achieve service level and quality targets as part of Customer Experience Management

Prepared a Time and Motion study as baseline data for agent productivity and determining staffing needs

Coordinated with the client on forecasted volume and implemented capacity planning strategies for rightsizing

Facilitated daily, weekly and monthly performance monitoring calls with the client

Maintained positive client perception of the company by meeting and even exceeding goals

Took actions necessary to be the first LOB to exceed client SLA glidepath goals in the first 3 months of Transition

Assistant Manager– Infosys BPO Ltd.

April 2011 to February 2013 – Technical Support for Internet, VOIP and Digital TV of US Telco Account AT&T U-verse (reported to the Operations Director)

Supervised Team Leads for technical account

Accountable for company’s CRR (main account metric) performance which caused savings due to non-penalty for hitting the goal for several months

Administered the Care Bay agents which resulted to a 5% improvement on center’s CRR scores

Functioned as Operations Final Interviewer of applicants for agent positions

Developed all Operations Team leads and Subject Matter Experts through skills assessment, quality monitoring, coaching, feedback, and role modeling, both for current position and future career

Conducted formal employee performance reviews, established development plans, initiated promotions, pay adjustments, disciplinary actions, and terminations.

Evaluated account’s quality performance and created action plans with the Quality Lead

Directly interacted with client Vendor Manager during daily, weekly and monthly performance reviews

Senior Team Lead– Infosys BPO Ltd.

November 2009 to April 2011 –Technical Support for Internet, VOIP and Digital TV of US Telco Account AT&T U-verse (reported to the Operations Manager)

Started as part of pioneer batch of Team Leads for Tech account

Helped set a start-up account which grew from 60 to 200 FTE’s

Began as a non-team handling TL, in charge of handling Special Projects

SPOC for Customer Repeat Rate, one of the main account metrics, and mainly responsible for exceeding the client target

Determined Areas for Improvement, conducted Root Cause Analysis and provided recommendations to management based on observations

Identified Bottom Quartile agents, conducted refresher trainings and assessment, looked at historical stats, measured agent improvement and action plan effectiveness

Partnered with client in creating coaching progression process of Team Leads for struggling agents with focus on “will” or “skill” issues

Conducted and published audit reports, trending and scores

Strictly Implemented guidelines on reporting of issues and challenges by the Team Leads and created action plans for both agents and Leads

Drove the Assistant Managers and Team Leads to hit their goals and pushed the mid-level management to keep focus on CRR while not losing grip on connecting with the agents

Created the entire Intensive Care Unit (ICU) process for the company thru coordination with the client

Developed the selection process for ICU Specialists, mapped the escalation process, agents scripting, agent call flow and responsibilities of the ICU Team, hyped floor awareness and different team compliance

Published weekly bulletin for agent success stories, quick tips and trivia

Determined and measured ICU Team utilization and productivity while maintaining trackers and templates

One of the three Practice Ambassadors for Philippines Delivery Center

Team Lead/ Team Manager–OIC, Aegis PeopleSupport

February 2006 to November 2009 – Telesales and Customer Service for Online Travel account Orbitz (reported to the Operations Manager)

Supervised account operations in an OIC capacity

Coached and managed a group of Team Leads and agents

Ensured smooth day-to-day operations of these micro-teams

Coordinated with clients and management

Developed and managed agents to perform well by hitting and exceeding targets

Coached microteam to improve performance

Mentored new Team Leads on their tasks and responsibilities

Led the team to success which was eventually hailed as Top Center of the client

Technical Support Specialist, Aegis PeopleSupport

May 2004 to February 2006 – Technical and Customer Service for US Domain registration, website design and hosting account Network Solutions Inc. (reported to the Team Lead)

Took Customer Service and Technical Support calls for web hosting concerns

Processed storefront emails and fax requests of customers using Siebel

Conducted quality assessments and coaching of voice calls performed by some of the teammates

College Instructor/Student Affairs Coordinator, College of Engineering and Fine Arts, Batangas State University

2001-2004

Handled Language and Social Science subjects

College Instructor, College of Mass Communication, University of Batangas

2000-2001

Taught Public Relations, Theater Arts and other subjects

Disc Jock, DWEY 104.7 FM Bay Radio

1999-2000

Skills and Other Experiences:

Project Management, Vendor Management, Sourcing and Procurement, Agile Methodology, Sales Operations, Time Management, Customer Service, Technical Support, Service Delivery, Logistics Management, Stakeholder Management, Operations Management, Employee Relations, Account Management, Training & Development, Logistics & Supply Chain, Back Office Operations, Order Management, Order Fulfillment, Procure to Pay, Attrition Management, Best Practices & Benchmarking, Customer Satisfaction, Customer Experience, Cloud Applications, Enterprise Resource Planning, Domain Registration and Website Hosting, Performance Appraisal, Coaching & Mentoring, Hospitality Industry, Strategic Leadership, Employee Engagement, Ticketing Systems, Operational Excellence, Conflict Management, Delivery Management, Staff Augmentation, Online Travel and Booking, Vendor Relationship Management, Global Client Management, Quality Assurance, LEAN Six Sigma, Business Process Outsourcing (BPO), Career Development Coaching, Shared Services Center, Digital Environments, People Management & Leadership, Catalog Management, Robotics Process Automation, Business Continuity Planning & DR Execution, Behavioral Interviewing, Telecommunications, Compact ITIL, Electronic Data Interchange

VoIP, SAP, Google Docs, VAS, CMS, Salesforce.com, Digital TV, Uverse, Concur, IEX, NICE, Siebel CRM, OEMS, Tableau, MS Office, MS Teams, Cisco AnyConnect and Zoom

Education:

1994 -1999 University of the Philippines, Los Baños

A.B. Communication Arts, Major in Speech Communication

1990-1994 University of Batangas

1984-1990 Batangas City South Elementary School

Qualities: Highly analytic, results-oriented, disciplined, hardworking, flexible, works under pressure and efficient

Courses/Trainings Attended:

Lean /Six Sigma Green Belt

Lean /Six Sigma Yellow Belt

Agile Methodology

Business Continuity Program

ISO Certification

Ops Management 4.0

Operations Management

Behavioral Leadership

Leadership Effectiveness

Conflict Management

Employee Retention

Coaching to Coach

Risk Assessment & Hazard Reporting

Effective Time Management

Operations Management Coaching

Communicating for Leadership Success

Sourcing and Procurement Management

Sourcing and Procurement

Practice Ambassadorship Program

Appraiser Skills Workshop

Competency-Based Interviewing Skills

KnowBe4 Security Awareness

Effective Team Meetings

Plotting Agent’s Career

Team Effectiveness

Writing Performance Appraisals

Philippine Red Cross First Aid and Basic Life Support

Occupational Health and Safety

Professional Examinations:

Berlitz Language Assessment

Civil Service Examination

Professional Memberships:

UPLB Alumni Association

UPLB Com Arts Society Alumni Association

References:

Theodore Mabini

Senior Manager, Google

+639**-***-****

Rose Villaflor

Talent Acquisition Manager, Asurion

+639**-***-****/ +639**-***-****

Personal Information:

Date of Birth: November 4, 1977

Civil Status: Married

Citizenship: Filipino

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