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Work Background
Hexcel CorporationTechnical Service Desk Manager
Dec. 2023Salt Lake City, Utah, United States
CBREService/Engagement Manager
Nov. 2022 - Jun. 2023United StatesMaintain an enterprise view of service delivery. Monitor, mentor and manage through influence the various teams supporting the work of the technical service desks Provide direction and make quick judgment calls in accordance with the best interests of the business and in alignment with client expectations Mentor and manage performance and provide leadership to the team processing support requests to maintain a 95% (or higher) Service Level Agreement compliance Ensure standard operating procedures are maintained and communicate any changes to the support desk teams, across multiple time zones or “shifts” Serve as client facing business representative and point of escalation for business critical or multifaceted issues to ensure they are handled in a consistent, urgent and professional manner Participate in the selection of applicants for open positions within the team as needed (staffing, hiring, talent planning, team training) Identify operational improvements to enhance quality and reduce ongoing support costs and effort Become intimately familiar with Buildingi’s core business and operations Identify initiatives that are out scope, determine requirements, define scope and provide detailed preliminary and final cost estimates and budgets Track project costs and provide detailed status reports on a recurring basis Provide reporting of key business metrics for productivity tracking and client business reviews Other duties and responsibilities as assigned
BDO UnibankProduct Support Officer/Engagement Manager
Jan. 2022 - Oct. 2022Pasay, National Capital Region, Philippines● Build and maintain strong partnerships with Product/System Owners, Marketing Officers, and Contact Center Units to successfully plan, organize, and monitor completion of all business projects within agreed timelines
● Acts as a liaison between client end-users, programmers and test analysts in the analysis, design, configuration, testing and maintenance of systems to ensure optimal operational performance. Develops working relationship with key stakeholders and gains an understanding of the basic nature of the client’s business.
● Accurate creation and timely release of relevant process/project document/s
● Develops simple to complex business specifications and logical flowcharts that include features and functions from which programmers can create technical specifications. Leverages system or module knowledge in the design of system screens and database structures. Consults and coordinates with programmers to design and develop requirements and analyze the feasibility of new systems and enhancements to existing systems;
● Risk identification and reporting
● Participation in all project-related meetings, scoping sessions and UATs
● Project Management
CSS CorpSenior Operations Manager/ Engagement Manager
May. 2021 - Jan. 2022PhilippinesProvided direction to 58 resources to Aruba Welcome Center of which 45 are Level 0 Analyst, 8 L1 Switching Engineers, 2 Operations Manager and 3 Team Leaders. Managing and monitoring problem ticket trends daily. Analyzing incidents and determining the level of support required. Applying diagnostic techniques to identify problems, investigate causes, and recommend solutions. Maintaining and monitoring all incident records within the ticketing system and providing assistance in their resolution when reviewing incident records. Provides leadership, coaching, and guidance to project team members in the areas of project lifecycle, operating procedures, processes, and practices. Coordinated initiatives with relation to agent performance Conducted audit on calls to identify gaps and build action plans around root causes of issues. Provided direction to daily operations to ensure we meet our SLAs Engaged with different business support group to ensure that needs of resources are met. Performance Management.
EPI-USEOperations/ Engagement Manager
Apr. 2020 - Apr. 2021● Application Management Support Operations Manager. Provides day to day guidance on Success Factor and Payroll Consultants. ● Provided day to day direction to 3 Delivery Leads across EMEA, APAC, Australia, and North American regions. ● Handled a total of 50 SAP Consultants for both Manila and India. ● Handled Escalation from SAP Clients for both Payroll and Success Factor Applications. Leads process improvement and customer satisfaction initiatives. ● Service Delivery Management. Monitor SLA and Finances through effective monitoring of consultant’s billable hours, reduction of unbillable hours through different continuous improvement initiatives.
● Plan and manage the implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets.
● Serve as the overall product owner for SAP SuccessFactors ecosystem, and other supporting HR applications, driving the strategic direction, roadmap, prioritization, and continual pursuit of new, innovative capabilities and features
● Work with solutions architects and technical product marketing to create technical solution briefs and other collateral to enable sales and field engineers
● Provide testing results and feedback to Product Management/Development/QA on issues encountered by our customers.
● Manage employee and customer engagement, constantly striving for measurable improvements in both while maintaining strong financial health of the business unit
● Managing Tickets, Incidents and service request.
FujitsuLead Service Desk Operations Manager
Jul. 2017 - Apr. 2020TaguigHandles 87 FTE with 2 Operations Manager and 7 Team Leaders. Provides direction on the day to day operation within service desk
Infosys BPMOperations Manager
Mar. 2016 - Jul. 2017alabangHandles Global Service Desk Projects.
Managing 2 Programs with 1 Associate Manager and 3 Team Leaders.
Total of 40 FTE across projects
Supports different region such as North America, Europe and Asia Pacific
Acts as the client point of escalation
Conducts performance review.
Manages project performance through analysis of trends.
AccentureAssociate Manager
Sep. 2007 - Mar. 2016Transitioned projects from onshore to off shore locatioin Enabled resources to function efficiently on roles through training and mentoring Managed daily operations by providing direction to Team Leaders Conducted performance management to stabilize and improve individual agent performance Coordinate with HR on any issues that involve employees Manage Client visits and related information which enables the company to acquire potential client trust Managed headcount to optimize project performance. Functioned as the Quality and Training Lead for the capability
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