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Professional Summary

I am a people-person who finds energy working with a diverse set of peers and teams. When working and managing teams, I believe in democracy, effective communication, and setting comfortable boundaries. I am results-driven and high-energy individual who also believe in empowering, mentoring, and developing people. I am a teacher by heart. I love planning my tasks, organizing, formulating methods, and most of all documentation. I’ve worked in the service delivery for an eCommerce trading platform, financial services, supply chain sustainability, and the academe --- always curious and on the lookout on new things to learn. I value respect, professionalism, humility, and uprightness in my dealings with my professional and personal network.

Work-life harmony is a big deal to me. When I’m not working I make sure that I have a regular dose of endorphins by engaging in competitive leisure such as dragon boat paddling and high intensity interval training.  

Work experience

May 2, 2018

Service Delivery Centre Manager

ShipServ CI Philippines, Inc.

The Service Delivery Centre consists of a group of professional and experienced Service Delivery Representatives (SDR) and IT Support, working in conjunction with the Senior CS Manager to provide world-class customer service including but not limited to

• First and second level of customer, applications and platform support
• Product and service delivery
• New products roll out
• Customer record management and maintenance
• Marketing Support including Lead Generation
• Campaign Management Support

As a Service Delivery Center Manager, I manage the daily operations of the service delivery team who handles first level technical support, product delivery, marketing and branding tools, and other ad hoc tasks assigned to my team.

The following are also expected from my post:


• Drive operational excellence and deploy best practices across all service delivery aspects to meet business targets as well as customer satisfaction
• Developing the team into a strong and cohesive unit where skills and expertise are shared
• Continuously develop, review and implement Standard Operating Procedures to maintain operational efficiency and effectiveness
• Motivate the team to provide excellent service and achieve business results by coaching and managing their performance
• Implement new initiatives such as staff development, to develop operational culture and enhance the quality of services
• Work closely with various departments in the support, development and implementation of new products, campaigns and sales lead
• Closely collaborate with cross functional team to ensure customers issues are addressed on time according to SLA
• Monitor, manage and handle exception cases, escalate if needed

June 20, 2016April 27, 2018

Service Delivery Manager

Unisys Philippines Ltd.

Unisys handles the check image clearing and vouching services project of one of the biggest banks in the Philippines.

As a Service Delivery Manager for this project, I was accountable for the following:
• Managing the delivery of contracted outsourced services such as business process and information technology to the client.
• Serves as the primary point of contact to the client regarding overall and day-to-day service delivery.
• Ensures SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded.
• Ensures that implementations and ongoing services are delivered on time and meet client requirements.
• Builds and maintains strong client relationships, and participates in client meetings regarding performance to ensure client satisfaction.
• Ensures that operational teams maintain a clear understanding of the client's needs, and provides day-to-day client advice and support.
• Promotes the organization's capabilities and works to achieve contract extension or to win additional business within the account.
• Participate in Contract and Account Governance by establishing key business and professional relationships with appropriate delivery organizations to facilitate effective business relationships. Establish clear communication channels with the customer from a strategic and operational perspective. Participate in regular service performance reviews including monthly Project Status Reviews. Conduct periodic meetings with clients and delivery teams – daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings.
• Manages and coordinates change requests, incident reports, claims, billing and act as a back up in providing operations support.

Jan 201318 June 2016

Team Leader, Responsible Procurement - Manila

A.P. Moller - Maersk Group

Responsible Procurement (RP) is A.P. Moller – Maersk’s strategic initiative that aims to ensure that suppliers and service providers are aligned with the Maersk Third Party Code of Conduct and United Nations Global Compact’s 10 Principles on Business Sustainability.

As a Team Lead, I managed the operations of the Responsible Procurement Team in Manila, who is in charge of assessing the Group's suppliers' social and legal business practices and provides recommendations to the business units on supplier's improvement plans.  My team also conducts training, provides system support, creates and monitors the business unit's progress on Responsible Procurement.

I have also been active in mobilizing the Employee Value Proposition Team of Group Procurement Manila that aims to promote a safe and open working environment through creative communication channels and other employee engagement activities.

Jul 2010Dec 2012

Supervisor - Service Delivery Center

ShipServ - Global Process Manager, Inc.

As a Service Delivery Supervisor, I managed the daily operations and performance of the Client Service Center of ShipServ in Manila. I handled a 13-member team that provides support to vessels and ship owners and ensured that support is given via email or call within the service level agreement. I also conducted new hire training and product training for local clients as well as local and international colleagues. I also worked with the Product Management and Development Teams on new products and services, participated in product testings and made recommendations based on customer's feedback and demand. 

Feb 2007Jun 2010

Client Service Executive

ShipServ - Magsaysay

I am one of the pioneer staffs of the Client Service Center of ShipServ Manila in 2007. As a Client Service Executive, I helped developed and maintained the standard operating procedures of Client Service support especially the administrative tasks procedures that include product set-up, delivery, and support.

I also provided support to clients via email and via phone and has assisted them in processing their transactions in the eCommerce trading platform provided by ShipServ. While working as a Client Service Executive, I was also assigned to do new hire training and developed a training module for the team.

Aug 2011Present

Part-time English Tutor

RareJob Philippines

I am responsible for achieving Rarejob's goals to improve Japanese students'English and proficiency in different areas such as grammar, spelling, listening, vocabulary and general conversation skills with the use of lesson plans specifically created for students of all levels; by identifying students' weaknesses and work with them in improving those and by providing a positive e-learning environment in which students are encouraged to be actively engaged in the online learning process.

Nov 2012Aug 2014

Freelance Writer

Bonzun

Bonzun is a social company that provides health information to pregnant women, doctors and midwives in China via a digital interactive platform.

I researched and provided articles related to women's health and pregnancy that are objective, informative and easy to understand.

Jul 2005Jan 2007

DirecTV - Customer Service Representative

Convergys Services Philippines

DirecTV is an American direct broadcast satellite service provider and broadcaster based in California that transmits digital satellite television and audio to households in the United Stated, Latin America and the Caribbean.

I worked as an Entertainment Consultant for DirecTV and provided customer service to US-based customers. I handled product issues, programming and billing.

Mar 2004Jul 2005

Administrative Aide II

Polytechnic University of the Philippines - College of Law

I served as an assistant to the Associate Dean of PUP College of Law. She managed the day-to-day schedule of the Associate Dean and helped maintain and update the student's records of the College.

Mar 2003Mar 2004

Administrative Aide II

PUP Centennial Executive Committee
  1. Assists with coordinating projects for PUP's Centennial celebration to meet the quality expectations of the University.
  2. Assists with managing on-site production and clean up for events as necessary.
  3. Performs general clerical duties.

Education

  • Diploma in Supply Chain Management major in Logistics/Purchasing Operations,  De La Salle - College of Saint Benilde, School of Professional and Continuing Education (2014-2016)
  • Bachelor in Business Administration, Polytechnic University of the Philippines (Jun 2001-Mar 2005)
  • BS Agricultural Chemistry, University of the Philippines (Jun 1998-Mar 2000)
  • Quezon City Science High School (1994-1998)
  • St. Joseph's College (1993-1994)

Recognition

Training Certificates