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Jerico Matela

Operations Supervisor - Vendor Management

Work experience

Sep 2014Jan 2016

Operations Supervisor, Vendor Management

Ingram Micro Inc

1.Oversees teams performance to goals
Result: Achievement of transactional targets within SLAs

• Works closely with North America Business Leaders to fully understand growth opportunities with our strategic initiatives and executes these initiatives effectively to meet objectives and achieve productivity.
• Monitors operational statistics and reporting trends, including reports, production statistics and volume projections, and takes appropriate action to ensure customer needs are satisfied and growth targets are met.
• Creates and maintains an environment that promotes positive communication within the department and with The North American Business Leaders, and fosters teamwork within the organization and all of the company while driving Ingram Micro’s high performance culture.

2. Manages headcount planning and optimization, hiring and development
Result: Productivity is optimized and attrition is at or below average
• Manages headcount including team productivity validation, headcount planning, and bench strength development.Manages Transactional Support strategic planning including ensuring productivity and efficiency, headcount optimization for both US and CA region.

3. Interfaces effectively with Ingram Micro Business Leaders, inter and intra departmental teams
Result: High Performance Culture
• Collaborates with North American Business Leaders to set strategy, goals & metrics, SLAs
• Collaborates with Manila and North American business leaders to determine and cascade Business Continuity Planning strategies

4. Optimizes process improvements and productivity enhancements
Results: High performance team

• Finds new methods, techniques and procedures to improve and streamline existing processes and procedures in an effort to continue to exceed customer requirements.
• Participates and or leads in process improvement and /or project management.

May 2010Sep 2014

Lead, Supply Chain Coordinators

Ingram Micro Inc


  • Project management and implementation of BPI for Vendor Management, staff management
  • Monitor business SLAs and key service deliverable.
  • Enhance customer satisfaction through continuous value addition in business delivery. Understand client’s processes and suggest modes of value addition.
  • Mine new business opportunities with the existing clients or vendors under Software and Networking group to maximize revenue generation and be able to manage multiple client account relationships
  • Review, recommend and implement new methods and procedures to make daily operations efficient
  • Ensure the business growth and profitability of existing business.
  • Plan for contingency & staff hiring. Implementing business continuity plan
  • Responsible for staff performance, management, correct compensation and increases, and rewards & recognition
  • Manage attrition by implementing measures for retention of work force
  • Ensure smooth functioning of the process and compliance to procedures and policy guidelines

Career Highlights

  • Appointed to manage vendors under the software and networking business, including Cisco, Microsoft, Juniper, Vmware, Lenovo, RIM (Blackberry), EMC, and the Cloud Services group.
  • Trained newly hired associates for specialized accounts under the Supply chain group.
  • Spearheaded several Business Process Improvements (BPI) dealing with a number of topics, including, Lean Six Sigma, Quality, Workload management, Attendance, Process improvement.
  • Spearheaded process creation for newly acquired businesses.
Jan 2008Feb 2010

Business Process Executive, Cisco Systems

Infosys LLC (Cisco Systems Account)
  • Appointed as POC (Point of Contact) for all L2 Customer Service-related cases that deals with Cisco Services (QTC, Orders, and Services) for both USA and Asia-Japan region
  • Saved the company millions of dollars in account retention for Cisco Services.
  • Added an average of 4-7 million dollars in sales per financial quarter.
  • Spearheaded the strengthening of Cisco Manila Services team by rewriting the account's service procedures.
  • Trained a specialized group of associates in Services that enabled the account to hit its metrics.
  • Wrote account-related knowledge-articles that were acknowledged and used as standard processes for Cisco Systems.
  • Certified Trainer for "Continuity of Business Training"- an inter-account program that helps both agents and team leaders alike in their own campaigns.

Customer Support Executive


Customer Care Specialist

J.P Morgan and Chase, West Contact Services Account

Officer, Credit Cards and Loan

Standard Chartered Bank

Trainings and Certification

Recent Projects


Jun 2002Oct 2006

Bachelor of Arts

University of the Philippines
  • Semantics
  • Dean's Lister (2002 & 2003)