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Work Background
Optum Global SolutionsDirector Telecom/ISP Supply Chain Management
Jul. 2022
Optum Global SolutionsSr. Manager Telecom/ISP Supply Chain Management
Feb. 2021 - Jul. 2022
AloricaIT Service Desk Director
Aug. 2019 - Jan. 2021NCR - National Capital Region, Philippines
AloricaIT Incident Management Director
Mar. 2019 - Jul. 2019NCR - National Capital Region, Philippines
AloricaIT Helpdesk Performance and Data Management, Sr. Manager
Sep. 2017 - Mar. 2019Taguig City, Philippines- Define and evaluate strategies in support of the entire Helpdesk organization, comprised of the Service Desk, NOC and the Incident Management Teams: - Performance Management – KPI definition, skills proficiency matrix, performance coaching process, etc. - Workforce Management – Capacity management, scheduling, workload forecasting, leave management, etc. - Reporting and Data Analysis – Reporting automation, reports inventory, analysis and CSI recommendations - Training – New hire trainings, skills standardization trainings, up-skilling, cross-functional trainings, etc. - Process Documentation – Knowledge base enhancements, playbook improvements, document controls, etc. - Project/Build Support – Staffing capacity assessment, resource alignment, project coordination, etc. - Employee Engagement – Rewards and recognitions, communications, events & activities, etc.
- Lead cross-functional process improvement activities, innovative technology/product implementations, as well as migration and integration activities which may affect the helpdesk organization and the end users supported by the helpdesk
AloricaGlobal IT Service Desk, Sr. Manager
Jan. 2016 - Sep. 2017Taguig City, Philippines- Supported strategic planning process with senior IT leadership team
- Planned for and implement process improvements (external/internal/cross functional), driven by strategic plans as defined by the business through the senior IT leadership team
- Defined control measures for approved and implemented process improvements and proactively communicate results to senior IT leadership team
- Analyzed data and identified performance correlation between IT internal and business strategic goals
- Ensured work breakdown tracking (Run, Build) adherence of all Service Desk staff, manage staffing costs and cost center budget
- Provided approval from a Service Desk perspective on all projects (growth/business driven), ensuring allocated hours for the team are accounted for before actual work
- Assisted in communicating to the enterprise; improvements, changes, and updates related to ITSM processes
- Served as the Service Desk point of contact for executive level end users
Expert Global Solutions (now Alorica)Global IT Service Desk Manager
Oct. 2013 - Jan. 2016Taguig City, Philippines- Managed day to day operating rhythm of the Global IT Service Desk to ensure daily performance metrics expectations were met consistently
- Engaged direct reports consisting of; Service Desk Workforce Analyst, Trainer, Supervisors and Team Leaders, on a daily basis to ensure operational efficiency and effectiveness. - Developed direct reports' ability to perform their role responsibilities through routine and constant coaching and feedback process and performance appraisals.
- Led documentation efforts of all existing and new processes, including service request management approval matrix, specific process guidelines, and end user support guides using documentation control methods
- Analyzed data gathered from the ITSM platform to identify defects and areas of improvement of Service Request and Incident Management processes
- Reviewed Service Catalog on a regular basis in order to identify service offerings required to be added to the service catalog, needed improvement, revision or deletion based on the changing environment needs.
- Conducted deep dive investigation on escalated issues requiring data and time in motion analysis, and recommended improvement action plans to mitigate future occurrence of process defect/s identified.
GE CapitalManager, Six Sigma
May. 2011 - Oct. 2013Muntinlupa City, Philippines- Translated internal and external customer inputs, business performance metrics and strategic directives into projects/action plans
- Supported customer centric driven culture to drive excellence and profitable growth through understanding and driving Voice of Customer and First Interaction Resolution
- Identified and highlighted complication within processes and work with teams on simplification at a customer and employee standpoint
- Led teams in executing projects using the LEAN/DMAIC continuous improvement methodology
- Reduced defects/variation through process standardization
- Defined scope and financial justification of projects
- Drove Lean/Six Sigma culture through conducting Six Sigma Tools training sessions and mentoring programs
GE CapitalCustomer Service Manager
Jul. 2008 - Apr. 2011Muntinlupa City, Philippines- Ensured staff delivery of the highest level of customer satisfaction
- Assisted in strategies development and implementation to ensure service levels are above agreed standards and to ensure customer complaints were minimized
- Identified, implemented and monitored coaching, developmental and training needs plans for new and existing staff
- Provided coaching and feedback on staff performance, improvement and development opportunities.
- Adhered to the Performance Management Processes and Timelines
- Ensured all work completed is compliant with relevant statutory code and policy requirements
- Ensured all requests are executed in a timely manner and in compliance with all relevant statutes and codes, such as the Consumer Credit Code, Privacy Act, and the various property act legislations
GE CapitalUniversal Coach
Mar. 2007 - Jun. 2008Muntinlupa City, Philippines- Participated in design of call monitoring formats and quality standards.
- Performed call monitoring and provided trend data to site management team.
- Used quality monitoring data management system to compile and track performance at team and individual level.
- Participated in customer and client listening programs to identify customer needs and expectations.
- Provided actionable data to various internal support groups as needed.
- Coordinated and facilitated call calibration sessions for call center staff.
- Provided feedback to call center team leaders and managers.
- Prepared and analyzed internal and external quality reports for management staff review.
GE CapitalCustomer Service Associate
Jun. 2006 - Feb. 2007Muntinlupa City, Philippines- Handled inbound calls assisting customers with their credit card accounts - Assigned as floor support and handled call escalations
- Assigned to take calls for client monitoring
Sutherland Global Services Phils. Inc.Customer Service Associate
Feb. 2006 - May. 2006Makati City, Philippines
People Support Phils. Inc.Customer Service Associate
Oct. 2004 - Feb. 2006Makati City, Philippines
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