Principal Project Manager, Client Launch

Teletech

December 2012 to March 2017

? Manage and direct all technology project concerns as the first Philippine-based IT PM for client launches (new logos)
? Projects include: the Auckland Site Move; Fairfax Media Launch in Auckland and the Philippines, Sensis Care Launch in the Philippines and, Verixon, AT&T, Bank of America, State Farm, Blue Cross/Blue Shield, Barnes & Noble, Sears Philippine and US launches.
? Trained and on boarded four IT project managers.
? Improved documentation and artifact process

Technical Account Manager, Telstra Bigpond nd Mobile Assurance

TeleTech

June 2011 to December 2012

? Successfully managed the Telstra?s BigPond and Mobile Assurance lines of Business SLA, KPI, Adherence and compliance processes.
? Deployed Telstra Digital new line of business in Australia and the Philippines.
? Deployed across all Australian, Philippine and New Zealand sites, Telstra?s Virtual Desktop and new VPN connectivity, Migrated to the G711 telecom standard and Windows platform for all Telstra LOB?s and sites with minimal downtime
? Implemented the Change management process between Telstra and TeleTech particularly ticketing, scheduling, approval and escalaton

Technical Account and Project Manager

Stream / eTelecare

July 2008 to June 2011

? As Technical Account Manager for Sprint, Vonage, ClearWire, American Express and AT&T, implemented seasonal ramps, site and business expansion, tool and platform migrations and process adherence in order to meet SLAs and KPIs.
? As IT Project Manager, managed new client launches for the following: Cisco in the Philippines and China; ClearWire in the US Midwest; DirecTV in the US; Sprint in the US, Philippines and El Salvador; Vonage in the Philippines.

Operations Manager for Coca-Cola and Nokia-Siemens

Siemens, Inc. (Manila)

August 2007 to June 2008

? Launched Coca-Cola Company?s Global Helpdesk operations, transitioning it to the Philippines from Canada.
? Drove performance resulting into a 23% cost reduction and a rise of 47% in customer satisfaction which led to the ramp up of the Philippine Operations portfolio adding Level 2 and 3 support and effectively shut down the Canadian operations in six months.
? Achieved a record high of CSAT that remained unbroken for two years and resulted into the promotion and upgrade of leadership and agent positions.

Resolutions Specialist Manager

DELL International Services

November 2005 to August 2007

Screen Issues which reduced customer dissatisfaction (DSAT) and product Returns during the roll-out of Windows Vista in Q1-Q2 of 2007
? Directed the resolution specialist team that handled escalations and reduced MTTR by 17%; eliminated redundant/unnecessary steps in the decision tree; and increased First Call Resolutions by 32% and Customer Satisfaction to 93% receiving the Manager of the Quarter award in 2007
? Drove team performance to become the year?s top performing team for 2006.

Bachelor of Science, Electrical Engineering

June 1983 to March 1988

Career Goals

To be employed as a project, technical account, risk or business continuity manager or consultant

Industries of interest

Areas of interest

Availability to travel and work outside the city

Yes

Interests and hobbies