Delivery Lead

Maersk GSC

May 2014 to August 2016

O Lead multiple migrations of processes from Frontline teams to GSC. Also assisted to other cluster migrations
o Ambassador for a Cluster towards the GSC organisation and vice versa, helping address cross functional / cross-process issues and continuous improvement.
o Drive transformational & behavioural change in the front end organization in line with strategic initiatives
o Relationship management across Clusters and the GSC teams supporting them.
o Overview GSC-Cluster functional engagement activities
o Establish and maintain good relationship with stakeholders and promote ?eye to eye? relationship between clusters and GSC at various seniority level.
o Monitor Cluster GSC E2E performance (basis eVMS) and ensure regular review.
o Drive joint initiatives including implementation of process transformational project to overcome challenges.
o Attending cluster leadership and GSC leadership forums to be appraised of the challenges and opportunities.
o Potentially attend meeting with Key end customers along with cluster team
o Facilitate quarterly Level 4 & 5 engagement meetings between GSC leaders and Cluster Leadership
o Team (scheduling, preparing, hosting, capturing outcomes and driving follow-up actions ? aligned with SIP)
o Cooperate with Cluster/Regional PEX team on cross-functional improvement initiatives
o Support the identification of scope expansion opportunities
o Ensure that the Voice of Customer from the Cluster is captured and shared with the GSC Organisation.
o Constantly scan best practices related to account and relationship management from internal and external industry benchmarking.
o Maintain an overview on Gemba visits between GSC & Cluster
o Report engagement activities and developments to the Cluster Sponsors
o Hardware / Software knowledge: SFDC (CRM), GCSS, ESS (time keeping)

Operations Lead

Altisource Business Solutions

February 2013 to May 2014

O Primarily responsible for the operations of the Code Violations department (50 FTE)
o Determines centre operational strategy by conducting needs assessment, performance reviews, capacity planning and cost/benefit analysis
o Constantly monitoring quality segment of the business through calibration and side by side observations with the team members and their respective leaders
o Point of contact to represent the organization for the stakeholders
o Furnish and provide weekly, monthly and quarterly performance review (L4 and L5)
o Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
o Point of escalation for any dissatisfaction (internal and/or external)

Regional Manager

Thomson Reuters

May 2009 to July 2012

O Manage day to day operations for the America region (40 FTEs)
o Point of escalation for data quality, suspect and/or missing data concerns
o Driving cultural shift to performance based metrics
o Managing regions performance through individual and team output. This is reinforced by mid year and annual merit review
o Ensuring communication link between teams and other areas of client services are maintained and enhanced.
o Provide weekly, monthly and quarterly reviews to stake holders through service forum calls/meets
o Data analysis to recommend action plans to the team and
o Provide leadership or anchor a project
o Constant communication with support group to identify AFIs for the team
o Cost management

Team Leader

TeleTech Customer Care Mgt. Phils., Inc. (TCCMPI)

October 2008 to May 2009

O Manage daily operations for a technical support group for a Australian ISP (80 FTEs)
o Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
o Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
o Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Team Leader

Acquire Asia Pacific Philippines

December 2007 to August 2008

O Supervising 25 FTEs for an Australian ISP technical account
o Ensuring that training and development of direct reports are met within the right time frame
o Provide support to the senior leadership team through analysis, data mining and feedback collation
o Annual review of team members for merit increases

Team Leader

TeleTech Customer Care Mgt. Phils., Inc. (TCCMPI)

June 2005 to April 2007

O Managing 20 FTEs for an American ISP Account
o Provide daily leadership by performance review, calibration and coaching
o Provide inputs to the senior leadership on action plans and cost planning
o Daily monitoring of profitability through optimize workforce utilization

Hotel and Restaurant Management

Currently studying

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies