FERNANDO V. CARLOS

** ****** ** ****** ***** VILLAGE

NOVALICHES, QUEZON CITY, PHILIPPINES

+639*********

adz032@r.postjobfree.com

Training and Seminars

Spartan Allied Services

14th floor One Corporate Centre.

Dona Julia Vargas Ave., Ortigas, Pasig City

Professional Leadership

September 2-3, 2019

NELCO Training and Consultancy Services

14th floor Once Corporate Centre,

Dona Julia Vargas Ave., Ortigas, Pasig City

Internal Audit Quality Training

April 15-16 2019

Pollution Control Association of the Philippines, Inc. (PCAPI) Unit 245 – 247 Cityland Pioneer, Pioneer St., Mandaluyong City In collaboration with the

Department of Environment and Natural Resources (DENR) 8 Hours Environmental Training for Managing Heads (DENR – EMB COR No. 2016 – 0009) May 24, 2016

Ateneo De Manila University

Graduate School of Business

Center for Continuing Education

Labor Relations for Managers (Private Sector)

HR Best Practices for Managers Series

February 9 – 10, 2015

People Dynamics, Inc.

Unit 502 OMM – Citra Bldg., San Miguel Ave.

Ortigas Center, Pasig City

Conflict Resolution: Dealing with Difficult People October 1, 2014

Work Experience/ In-House Training

More than 20 years of experience working in the BPO / Call Center / IT / Financial Industry

May 2018 – June 2020 Loanworks Technologies

Unit 1501-A, 15th Floor One Corporate Centre, Dna. Julia Vargas Ave., Ortigas Center, Pasig City, Philippines 1605 General Manager -Service Delivery / Operations

Duties and Responsibilities

Australian Company

Represent Loanwork’s to a high professional standard both externally and internally, making positive efforts to build and reinforce the Loanwork’s brand

Ensure service delivery standards are maintained at high levels of quality:

o with client contractual terms and conditions understood o key performance indicators are established, monitored and regularly reported against

o and service level agreements are met

Anticipate client needs and proactively translate these into actionable service delivery plans and initiatives

Manage service delivery and mortgage processing team leaders to ensure high performance and motivated teams and team members whose actions align with Loanwork’s corporate culture exist, and specifically to:

o maintain a high level of morale and productivity o ensure role clarity with regular and consistent performance management, including actions to promptly address poor performance and appropriately reward superior performance o make continuous improvement to service delivery standards o identify and implement learning, development and training initiatives

o manage back-up, contingency planning and succession for service delivery teams

Document, update and implement process flows to: o facilitate seamless and timely customer onboarding (plan, prepare, execute)

o adhere to ISO standard and regulatory requirements (e.g. Australian Privacy Act)

o facilitate staff training and development

Ensure appropriate testing and quality control prior to the deployment of new product or service initiatives

Maintain effective working relationships with the Client Relationship Manager:

o Own and manage client presentations (e.g. capability and marketing presentations) and client site visits – in Manila o Collaborate and participate in client management

Maintain effective working relationships with Shared Services, collaboratively ensuring our ability to:

o source and retain quality staff who can contribute to ongoing service delivery efforts

o access services infrastructure (such as premises, technology – voice, data, hardware and other resources, and facilities) consistent our service delivery promise to clients

Contribute to the strategic direction of Business Services ensuring capabilities align with strategic intent:

o Build an effective working partnership with the Director, Business Services

o Oversight and management of Business Services division profitability and Philippines service delivery expenses and Capex

o Conduct business reviews with an aim to process

improvements

o Participate in budgeting and planning processes and initiatives

Participate as an effective member of the Executive Leadership Team September 2009 – June 2016 Harbour IT Asia

27th Floor Unit 2708 -2709 Union Bank Plaza Bldg.

Ortigas Center, Pasig City, Philippines

Country Manager

Duties and Responsibilities

Australian Company ( Harbour IT )

Set up the Manila office from scratch (Registration, Office Location, Facilities, Regulatories, Infrastructure, etc.)

Over all in charge of operations.

General day to day office management

Hired Management Team of each departments.

Responsible for HR, Recruitment and Payroll department.

Meeting or exceeding the Philippine’s Branch Budget

Responsible for driving and delivering performance, profit and loss, compliance, people management and communication of the business

Responsible for planning strategic business objectives and also implementing systems and processes to monitor and report on performance against agreed Key Performance Indicators across all the business sectors.

Capacity and resource pro-active planning and management

Ensure support staff are properly skilled and trained on specific customer environments

Ensure we are measuring Customer Satisfaction

Ensure Systems are continually reviewed and improved

Continually review and improve our processes

Staff mentoring and leadership

Manage Customer /Client issues and escalations

Understand deliverables for each contracted client

Ensure measurements put in place to ensure deliverables and SLA’s are being met for each contracted client

Budget and P&L Management

Ensure all staff have all required tools, training and skills to properly support our customers

Ensure there is an appropriate document management process in place for standard processes as well as customer specific documentation

Ensure our Support model is most effective to manage our clients and support them

Ensure we have a continual service improvement process in place November 2006-May 2007 Acquire Asia Pacific

7th Floor. Hanston Bldg. Emerald Av.

Ortigas, Pasig City Philippines

Team Manager

Duties and Responsibilities

Clients are from Australia (TELCO).

Over all in charge of Sales Department

Promotes professional and personal development of individual team members by administering performance evaluations, training needs, progressive corrective actions, and career opportunity programs.

Administers proper and appropriate coaching, reinforcing and counseling procedures to ensure maximum productivity

Makes judgments, recommendations, and decisions regarding various options and legal issues involved in the implementation of Company policies and procedures.

Reinforces policies and procedures and makes necessary recommendations to improve operations

Provides advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries.

Consolidates management reports pertaining to Operations and ensures their timely submission

Reason for Leaving:

Resigned

March 2006-August 2006 Topline Communication Incorporated 31st floor. Wynsum Corporate Plaza

Emerald Ave, Ortigas Center Pasig City Philippines Shift Manager

Duties and Responsibilities

Clients are from United States of America.

Over all in charge of operations

Plan, develop and implement strategy for operational management and development to meet agreed organizational performance plans within agreed budgets and timelines.

Responsible for overseeing operational requirements of the business which includes, but is not limited to meeting Service Level Agreements, generating new business through client- coordination, maintenance and growth of revenue and managing the performance of assigned staff.

Knowledgeable in account management and client coordination. Able to understand client's issues, concerns and resolving them in due time.

Follows established policies and procedures on selling techniques, customer relations and system documentation, including following a script and attempting to overcome objections by the customer.

Adheres to all policies, practices, and standards of the Company and our clients to ensure good order and discipline on the production floor.

Reason for Leaving:

Closed Business

September 2000- February 2006 Software Ventures International Connect Orient Square Bldg. Emerald Avenue

Ortigas Center Pasig City Philippines

Operations Manager / Client Services Manager

Duties and Responsibilities

Clients are from United Kingdom and United States of America.

Overall in charge of operations.

Plan, develop and implement strategy for operational management and development to meet agreed organizational performance plans within agreed budgets and timelines.

Responsible for overseeing operational requirements of the business which includes, but is not limited to meeting Service Level Agreements, generating new business through client- coordination, maintenance and growth of revenue and managing the performance of assigned staff.

Knowledgeable in account management and client coordination. Able to understand client's issues, concerns and resolving them in due time.

Follows established policies and procedures on selling techniques, customer relations and system documentation, including following a script and attempting to overcome objections by the customer.

Uses support materials to respond customers..

Adheres to all policies, practices, and standards of the Company and our clients to ensure good order and discipline on the production floor.

Sales, Telecommunication, Travel and IT Industry. Reason for Leaving:

Acquired by a different company. Transitioned to my second company Personal Background

AGE: 43 years old SEX: Male

BIRTHDAY: June 22, 1978 STATUS: Married

CITIZENSHIP: Filipino LANGUAGE PROFICIENCY: English and Filipino WEIGHT: 210 lbs.

HEIGHT: 5'5

Educational Background

1995-2000 Bachelor of Science in Commerce Major in Management Centro Escolar University

Mendiola, Manila Philippines

1991-1995 School of Saint Anthony

Lagro Novaliches, Quezon City Philippines

1988-1991 School of Saint Anthony

Lagro Novaliches, Quezon City Philippines

Special Skills

Project Management, General Management, Office Management, Service Desk Management, HR Management, Operations Management, Leadership and Financial Management.. Character References

Charles Tym

Director

HarbourIT / Harbour ISP

Telephone Number: +614********

Jennifer Tan

Freelance Accountant

Telephone Number: +639*********

Conrado Soriano

HR Director

BeeInfotech

Telephone Number: +639*********

Sharon Villegas

Service Delivery Manager

Loanworks Technologies

Telephone Number: +639*********

Contact this candidate