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Work Background
Senior Manager - Quality and Consumer Experience for IT Support Services
OptumSenior Manager - Quality and Consumer Experience for IT Support Services
Jan. 2020Built the Quality and End User Experience team from the ground by leading a team of 11 multi skilled quality champions specializing in IT Service Management, Operational Excellence, Total Quality Management, Lean Six Sigma and various Automation platforms to support 1500+ IT Service Desk professionals (Level 1 and Level 2 support) Responsible in the continuous evolution of strategic initiatives and capabilities of the Quality and End User Experience team Matures and transforms the QA department through operational excellence projects and various technology platforms such as but not limited to speech to text, predictive analytics and machine learning tools that can help the organization to deliver quality excellence Ensures that the quality measurement system is aligned with the organization priorities / MBOs leading to efficiency gains and exceptional end user experience Governs the IT Services Policies and Procedures to ensure proper quality controls are in placed to protect the organization’s reputation and uphold the company’s mission and vision at all times.
IT Service Management Office and Continuous Improvement Manager
CognizantIT Service Management Office and Continuous Improvement Manager
Jan. 2019 - Jan. 2020PhilippinesGoverns the following processes of the IT Managed Services for a client who caters workspace services: 1) IM / Major Incident Management 2) Problem Management 3) Knowledge Management / Learning and Development 4) Transition and Transformation 5) Change Management 6) IT Vendor Management 7) Reports Management / MIS 8) Analytics and Process Improvement
IT Service Management Delivery Excellence GDC Manager
CognizantIT Service Management Delivery Excellence GDC Manager
Jun. 2017 - Jan. 2019Manila, Budapest, Mexico, Argentina, APAC. Managed a team of 5 Delivery Excellence Senior Associates across Philippines, Continental Europe and Mexico to enable CIS Global Delivery Centers towards becoming Best In Class in the IT Service Management organization
IT Service Management Delivery Excellence Site Manager
CognizantIT Service Management Delivery Excellence Site Manager
Mar. 2016 - Jun. 2017Manila Philippines
IT SM Delivery Excellence Champion
CognizantIT SM Delivery Excellence Champion
Feb. 2013 - Mar. 2016
Business Analyst
ANZBusiness Analyst
Sep. 2011 - Feb. 2013
Quality Assurance Supervisor
Omega Direct Response Inc.Quality Assurance Supervisor
Apr. 2011 - Oct. 2011
Business Process Analyst
TELUSBusiness Process Analyst
Oct. 2008 - Apr. 2011
Team Manager
SitelTeam Manager
Jan. 2006 - Aug. 2008
Escalations and Reports Analyst
SitelEscalations and Reports Analyst
Jan. 2005 - Jan. 2006
Technical Support Analyst
SitelTechnical Support Analyst
Jul. 2004 - Jan. 2005

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PART TIME : IT & Customer or Tech Support Analyst, Any Quality related, Business Analyst, Data Entry, Data Storyteller
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